Refund Policy

Try before purchasing

Please use the available trial to check installation, model-provider configuration, workflow fit and output quality before purchasing a licence. Model-provider API charges are separate and are not collected or refunded by SciNest.

Change-of-mind purchases

Because a software licence and digital access are supplied shortly after purchase, change-of-mind refunds are not generally offered once the licence has been activated, downloaded or materially used, unless we expressly agree otherwise.

When we will review a refund or remedy

• You were charged more than once for the same purchase.
• A licence was not delivered or cannot be activated because of a verified SciNest-side fault.
• The product has a substantial defect that we cannot remedy within a reasonable time.
• A refund or other remedy is required by applicable consumer law.

What is not normally refundable

• Third-party AI model or API charges.
• Incompatibility that was disclosed before purchase or could reasonably have been tested during the trial.
• Dissatisfaction with a particular AI model response where the software otherwise functions as described.
• Academic, publication, presentation or research outcomes.
• Purchases made in breach of the licence or acceptable-use terms.

How to request a review

Use the support or account contact channel available on the SciNest website. Include the account email, purchase reference, date, a clear description of the issue and any relevant screenshots or error details. We may ask you to complete reasonable troubleshooting before deciding the appropriate remedy.

Timing and payment method

Approved refunds are returned through the original payment method where possible. Processing time depends on the payment provider and financial institution.

Consumer rights

Nothing in this policy limits rights or remedies that cannot lawfully be excluded. Where New Zealand consumer law applies, statutory remedies continue to apply regardless of this policy.