Refund Policy

1. General Non-Refundability

This Refund Policy governs all purchases made through Diorta and its digital products and platforms. Due to the nature of our cloud-based digital services — where compute resources are consumed immediately and irreversibly upon each request — all purchases are treated as final unless a specific qualifying exception applies, as defined in this Policy.

This policy applies to:

• Monthly and annual subscription charges for any Diorta product or service.
• Credit pack purchases of any denomination.
• Subscription auto-renewal charges.
• Any partial use of credits within a billing period.

Purchasing a plan or credits constitutes your explicit acknowledgment that you understand and accept this non-refundability policy.

2. Conditional Refund Exceptions

Diorta may, solely at its discretion, approve a manual refund only in the following narrow and verifiable circumstances. No other grounds for refunds will be considered:

• Failed Pro Feature Delivery: You were successfully charged for a Pro subscription or credit pack, but due to a verified system bug or technical failure on Diorta's end, your account was not upgraded or credited within 24 hours of payment.
• Duplicate Billing: You were erroneously charged two or more times for the exact same transaction due to a confirmed payment processor error.
• Sustained Service Outage: A prolonged, verifiable outage (as determined by Diorta) completely prevented you from accessing any purchased features, and our engineering team was unable to restore service within a commercially reasonable timeframe.

The following circumstances are explicitly not eligible for a refund under any conditions: change of mind, dissatisfaction with rendered output quality or style, failure to use credits before expiry, subscription auto-renewal after cancellation was not completed, or misunderstanding of plan features or limitations.

3. How to Request a Refund

If you believe you qualify for a refund under Section 2, you must submit a refund request via our Contact Form with the following information:

• The email address associated with your Diorta account.
• Your order number or transaction ID (found in your payment receipt email).
• The exact date and amount of the transaction in question.
• A clear, detailed, and factual description of the technical issue you experienced and why you believe it qualifies under Section 2.
• Any supporting evidence (screenshots, error messages, etc.).

All refund requests are reviewed by our support team within 3–5 business days. If approved, refunds are processed and may take 5–10 additional business days to reflect in your account, depending on your bank or card issuer. Diorta's decision on all refund requests is final.

4. Chargeback Policy & Consequences

A chargeback (also known as a payment dispute) should only be initiated with your bank or card issuer in cases of genuine, confirmed payment fraud where you did not authorize the charge. If you have a billing concern or dispute with Diorta, you are required to Contact Us first and allow us a reasonable opportunity to resolve it.

If you initiate a chargeback that is determined to be:

• Fraudulent, bad-faith, or not based on genuine unauthorized payment fraud.
• Filed without first contacting Diorta and allowing a reasonable resolution window.
• Filed for a charge that is legitimate and covered under this Refund Policy's non-refundable provisions.

The following consequences will apply:

• Immediate and permanent suspension of your account(s) across all Diorta products and services, with no possibility of reinstatement.
• Forfeiture of all remaining credits, subscription entitlements, and created assets associated with your account.
• Diorta reserves the right to pursue all available legal remedies, including recovery of chargeback fees, legal costs, and damages through the appropriate courts of Pakistan.

5. Custom Engineering & Agency Services

For bespoke software development, cloud architecture, or complex systems integration engagements contracted directly with Diorta:

• Deposits & Retainers: All upfront deposits and retainer fees are strictly non-refundable. They are consumed immediately upon project initiation to secure dedicated engineering capacity.
• Milestone Payments: Payments tied to a delivered and mutually approved milestone are non-refundable.
• Mid-Project Cancellation: If a project is formally cancelled in writing, the client is billed only for verifiable engineering hours logged to the cancellation date. Any overpayment beyond logged hours will be refunded within 10 business days.

6. Merchant of Record

Subscription and credit purchases for our Services are processed by our authorized third-party Merchant of Record, who is responsible for payment processing, issuing invoices, and tax compliance. In certain jurisdictions, they may independently process refund requests in accordance with mandatory local consumer protection laws. You may also contact them directly for billing support.

7. Changes to This Policy

Diorta reserves the right to modify this Refund Policy at any time. Changes become effective immediately upon publication on this page. Your continued use of our Services following any update constitutes your acceptance of the revised policy.