Last Updated: January 12, 2026
At Eternup, we are committed to providing high-quality AI-powered skincare analysis and consultation services. This Refund and Cancellation Policy outlines the terms under which refunds and cancellations are processed.
Service Fee: ₹1,299 (Rupees One Thousand Two Hundred Ninety-Nine Only)
Please read this policy carefully before making a payment. By completing your purchase, you acknowledge and accept the terms of this policy.
You may cancel your purchase and request a full refund if:
✅ Full Refund Eligible: If cancelled within 24 hours before using any service features.
Once you have begun using our services, cancellation with refund is NOT available if:
❌ No Refund: Services cannot be 'returned' once AI processing has begun, as significant computational resources and AI credits are consumed.
You are eligible for a full refund in the following cases:
✅ Cancellation Within 24 Hours
Cancel within 24 hours of payment without using any services (profile setup, image upload, or consultation).
✅ Technical Failure
If our Platform experiences a critical technical failure that prevents you from accessing services after payment, and we are unable to resolve the issue within 7 business days.
✅ Duplicate Payment
If you were charged multiple times for the same service due to a system error.
✅ Unauthorized Transaction
If you can provide evidence of an unauthorized transaction (subject to verification and investigation).
A partial refund may be considered in exceptional circumstances:
Partial refunds are granted at Eternup's sole discretion on a case-by-case basis.
Refunds are NOT available if:
Contact Support
Email us at refunds@eternup.com with your request
Provide Information
Include the following details:
Review Period
We will review your request within 3-5 business days
Decision Notification
You will receive an email notification with our decision
Refund Processing
If approved, refund will be processed within 7-10 business days
Important: Refund requests must be submitted within 7 days of payment. Requests after this period will not be considered.
Once your refund is approved:
Payment Method
Refund Destination
Refunds are processed to the original payment method used during purchase.
The actual time may vary depending on your bank or payment provider.
If you don't receive your refund within the stated timeframe, please check with your bank or contact us at support@eternup.com.
While we cannot offer refunds after service usage, we guarantee:
Quality AI Analysis
Advanced AI-powered facial analysis using Google Gemini 3 Pro
Professional Consultation
15-minute AI dermatology consultation with comprehensive data collection
Detailed Report
Personalized skincare report with actionable recommendations
Customer Support
Dedicated support team to assist with any issues or questions
If you have initiated a chargeback or dispute through your bank/payment provider:
We encourage direct communication to resolve payment issues amicably.
Eternup reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our Platform.
Your continued use of our services after changes constitutes acceptance of the updated policy.
For refund requests, cancellations, or questions about this policy:
Eternup Biotech Private Limited
📧 Refunds: refunds@eternup.com
📧 Support: support@eternup.com
🌐 Website: www.eternup.com
Support Hours: Monday to Saturday, 9:00 AM - 6:00 PM IST
Response Time: Within 24-48 hours on business days
If you are not satisfied with our refund decision, you may:
We are committed to fair and transparent resolution of all refund disputes.
📋 Quick Summary:
Last Updated: January 12, 2026 | Version: 1.0