Refunds and cancellations

When we refund automatically

Without you having to ask:

• Technically failed analysis (engine couldn't read the report): full refund immediately on the same card
• Analysis flagged unreadable by you: refund within 24 hours
• Accidental double charge: duplicate refunded same day

In all these cases you get an email with refund details.

When we refund on request

• Correct analysis but you didn't like it: write to hello@decifra-vet.it within 7 days, we refund
• Unused pack-of-5 analyses: we refund the proportional amount of residual analyses if asked within 30 days of purchase

Crediting times

Stripe handles refunds:

• Credit card: 5-10 business days (Visa/MC typical 7 days)
• Prepaid card: 7-14 business days
• Debit: usually 5 days

Timing depends on your bank, not us. You get Stripe email confirmation when the refund starts.

Family subscription cancellation

Subscription is cancelled in 30 seconds from Stripe Customer Portal. When you cancel:

• No penalties
• Access to current month analyses until end of paid period
• No auto-renewal next cycle

What we don't refund

• Already delivered and correct analyses: once you've received the report reading, the analysis is finished output. If you're not satisfied you can still request a refund within 7 days (see above).
• Veterinary chatbot conversations: the chatbot is included in the service and not charged separately, so there's nothing to refund. If an answer is obviously wrong, write us and we'll look for a solution.

How to request a manual refund

Email hello@decifra-vet.it with:

• The email you paid with
• The date of payment
• The reason (even just "not satisfied", no judgment: we don't ask why)

We reply within one business day and process the refund within 48 hours of response.

FAQ

Can I do a chargeback with my bank?+

Technically yes, but it's not needed: we refund directly. Chargebacks take longer (30+ days) and cost us fees, but it's always your right in case of dispute.

Is there a 'satisfied or refunded' guarantee?+

Yes, in practice. Within 7 days of the analysis you can request a refund without explaining anything.

If I refund, do I lose access to my analysis?+

No, the analysis stays in your history. The payment refund is separate from the already generated content.