Refund Policy
This Refund Policy describes when Imbata Systems (“we”, “us”) may refund or restore prepaid Mloupe AI credits purchased for institutional use on https://mloupe.com.
Mloupe AI delivers digital AI-assisted manuscript pre-review. Because processing starts after submission, refunds are limited and handled case by case.
1. What you buy
Institutions typically purchase prepaid credits (for example Standard text analysis and Advanced analysis including images) or a custom Partner package.
A credit is deducted when a manuscript is accepted into the review pipeline according to our billing rules.
2. Free trial
If we grant one free trial text document after verification, that trial has no purchase price. It cannot be converted to cash.
Abuse of the trial (multiple fake accounts, automated submissions) may result in account suspension without credit.
3. When refunds or credit restoration may apply
We may refund a payment or restore credits, at our discretion, when:
- You were charged twice for the same order.
- You purchased credits by clear mistake and contact us before any credit is used.
- A technical failure on our side prevents delivery of a review after a credit was deducted, and we cannot complete the job within a reasonable time.
- A Partner written agreement expressly provides a different refund rule.
4. Non-refundable situations
Unless required by mandatory law, we do not refund when:
- The AI review has completed and the annotated file was made available.
- You are dissatisfied with AI suggestions but the Service performed as described (diagnostic annotations, non-destructive review).
- You uploaded the wrong file, an unsupported format after warnings, or content that violates our Terms.
- You simply change your mind after credits have been applied to a submission.
5. How to request a refund
Email us from the Institution account address used for the purchase, within 14 days of the charge when possible, and include:
- Institution name and account email.
- Date and amount of payment, and any payment reference.
- Reason for the request and whether any credits were already used.
We aim to respond within a few business days. Approved refunds are returned via the original payment method when possible, or as restored prepaid credits if you prefer and we agree.
6. Chargebacks
Please contact us before opening a payment dispute. Unwarranted chargebacks may lead to suspension of the account pending resolution.
7. Changes
We may update this Refund Policy by posting a revised version on this page. The version in force at the time of purchase applies to that purchase, unless a later version is more favorable and we agree to apply it.
by Imbata Systems.