Scillus Refund Policy

1. Scope of This Policy

This Refund Policy applies to purchases made on Scillus (https://scillus.app), including credit packages, subscription plans, and custom scientific illustration services. Products purchased through other channels are subject to the terms of those channels.

If your purchase was made through an institution or reseller, please first confirm the applicable internal reimbursement or refund procedures with that organization before submitting a request to Scillus.

2. Situations Eligible for Refund

(1) Technical unavailability: under a normally configured network and browser environment, Scillus remains continuously unavailable or severely impacts illustration generation for at least 72 consecutive hours, and we are unable to provide a reasonable workaround;

(2) Duplicate charges: a single order is charged more than once due to a system error;

(3) Unused entitlement: within 7 days of purchase, no credits or subscription benefits have been consumed and no API calls have been triggered;

(4) Any other refundable situations explicitly agreed by both parties in a separate written contract.

3. Situations Not Eligible for Refund

(1) Credits, subscription benefits, or downloadable deliverables have already been substantially used;

(2) Service issues are caused by your own device, network environment, or operational errors;

(3) Your account is restricted or terminated due to a violation of the Terms of Service;

(4) There is evidence of fraudulent activity, abuse, or other improper conduct;

(5) Other circumstances where applicable law or binding obligations do not allow refunds.

4. How to Request a Refund

If your order meets the conditions above, please send the order ID, payment proof, and a clear description of the issue to connect@scillus.app within 15 calendar days after completion of the transaction. We will review whether the request is eligible within 3 business days.

For approved cases, refunds will in principle be returned via the original payment method within 7 business days. Actual settlement time depends on the payment provider. If you require an invoice to be issued or voided, please indicate this in your email.

5. Custom and Professional Services

For custom scientific illustration projects, professional consulting, or other staged deliverables, fees for completed stages are non-refundable. For stages that have not yet started, we may refund unused amounts after deducting any reasonable costs already incurred.

If delays or scope changes are caused by incomplete requirements or late feedback on your side, such work will be deemed as service already rendered and will not qualify for a refund.

6. Dispute Handling

If you disagree with the outcome of a refund request, you may submit a written explanation within 7 calendar days after receiving our response. If the parties still cannot reach agreement, the dispute will be handled in accordance with the dispute-resolution principles set out in the Terms of Service and applicable law.