1. Overview
This Refund Policy explains when DermAI may issue refunds for paid subscriptions, add-ons, duplicate payments, failed payments, accidental renewals, and billing errors.
It works together with our Terms of Service and any terms shown at checkout. If you purchased through an app store, marketplace, Stripe, or another payment provider, that provider's refund rules and processing timelines may also apply.
2. Free tier
DermAI may offer free scans, trial access, promotional credits, or limited free features. Because no payment is collected for the free tier itself, there is no refund for unused free scans, expired free credits, or free promotional access.
Free-tier limits may change over time. We may restrict free access if we detect abuse, automated use, duplicate accounts, or activity that violates the Terms of Service.
3. Pro monthly and yearly subscriptions
DermAI Pro may be offered as a monthly or yearly subscription. Pro features may include unlimited scans, top-3 probability breakdowns, scan history, PDF reports, family profiles, priority support, or referral pathways, depending on the plan shown at purchase.
Subscriptions renew automatically unless cancelled before the renewal date. Renewal timing may be based on your local checkout provider, time zone, bank processing time, or app-store rules.
- Monthly plans renew each billing month until cancelled.
- Yearly plans renew each billing year until cancelled.
- Promotional pricing may renew at the standard price unless the promotion states otherwise.
- Taxes, currency conversion, bank fees, and app-store fees may be handled by the payment provider.
4. Cancellations
You can cancel renewal through account settings, the checkout provider, app-store subscription settings, or support@dermai.skin if self-service is unavailable.
Cancellation stops future renewal. Unless we say otherwise, you will keep access to paid features until the end of the current paid period. Cancelling does not automatically refund charges already paid.
Cancel before renewal
To avoid a renewal charge, cancel before the renewal date shown in your account, payment receipt, or app-store subscription settings.
5. Refunds we may approve
DermAI may approve a refund where the request is reasonable, verifiable, and not inconsistent with law, processor rules, or abuse-prevention needs.
- Duplicate charge: you were charged more than once for the same plan and period.
- Failed-payment capture: a payment failed in the app but was captured by the processor or bank.
- Accidental renewal: you report an unintended renewal promptly and have not materially used Pro features after renewal.
- Technical access failure: a confirmed DermAI issue prevented you from accessing paid features for a substantial part of the paid period.
- Wrong plan: you were charged for a different plan than the one shown at checkout.
- Legal rights: applicable consumer law requires a refund, cooling-off period, reversal, or other remedy.
6. Cases that are usually non-refundable
Some payments are usually non-refundable unless required by law or approved by DermAI as an exception.
- Used subscription periods after Pro features were accessed or consumed.
- Requests made long after renewal without evidence of billing error.
- Dissatisfaction with an AI scan result where the service operated as described and medical disclaimers were shown.
- Account suspension or termination caused by misuse, fraud, security abuse, or Terms violations.
- Failure to cancel before renewal where renewal reminders, receipts, or account controls were available.
- Bank fees, currency-conversion charges, taxes already remitted, or app-store fees that DermAI cannot recover.
- Promotional credits, coupons, referral rewards, or free scans that have no cash value.
7. Failed, duplicate, pending, or delayed payments
Banks, card networks, digital wallets, Stripe, and app stores may show a payment as pending before it settles or reverses. A pending authorization is not always a completed charge.
If you see a duplicate, failed, or pending payment, email support@dermai.skin with your DermAI account email, transaction ID, payment provider, date, amount, and screenshot of the charge. Please avoid sharing full card numbers, passwords, one-time codes, or sensitive banking credentials.
8. Refund processing timelines
If DermAI approves a refund, we will submit it through the original payment provider where possible. The time for money to appear in your bank, card, wallet, or app-store account depends on the provider, bank, payment method, holidays, and risk checks.
Processor timelines commonly range from a few business days to longer periods for app stores, bank reversals, or chargeback-related cases. DermAI cannot force a bank or processor to settle faster after the refund is submitted.
9. Chargebacks and payment disputes
If you dispute a charge with your bank or card provider, the payment provider may lock the transaction while the dispute is reviewed. During a chargeback or dispute, DermAI may be unable to issue a separate refund for the same transaction.
Before filing a chargeback, contact support@dermai.skin so we can investigate duplicate charges, failed payments, accidental renewals, or account access issues. Filing false or abusive disputes may lead to account restrictions.
10. How to request a refund
Email support@dermai.skin with enough information for us to identify the payment and understand the issue. We may ask for identity verification, billing details, transaction references, screenshots, logs, or additional context before approving a refund.
We aim to review complete refund requests promptly. Complex cases, app-store purchases, processor disputes, legal requests, or suspected abuse may take longer.
- Use the email address linked to your DermAI account.
- Include transaction ID, date, amount, plan, and payment provider.
- Explain whether the issue is cancellation, duplicate charge, failed payment, accidental renewal, or technical access.
- Do not send passwords, one-time codes, full card numbers, or unnecessary medical images.
11. Changes and contact
We may update this Refund Policy when prices, plan features, processors, app-store rules, or legal requirements change. The version shown at the time of purchase may be relevant to your request.
For billing, cancellation, duplicate payment, failed payment, or refund help, email support@dermai.skin.