Last updated: October 12, 2026
Who operates Mindar
Mindar is operated by Novaeve Technology Co., Limited ("we," "our," or "us"). You can contact us at support@medrixai.com.
Registered office: Rm 903D, 9/F, CAMERON COML CTR, 458-468 HENNESSY RD, Causeway Bay, Hong Kong.
Official website: https://web.mindar.ai and https://www.mindar.ai.
Mindar Refund and Return Policy
Last updated: September 2, 2026
Effective date: September 2, 2026
This policy applies to all paid subscriptions and related services purchased through Mindar (hereinafter referred to as "we"). Please read carefully before purchasing.
Article 1: Policy Scope
1.1 This policy applies to all digital subscription services provided by Mindar, including but not limited to monthly memberships, annual memberships, student special plans, and any value-added services.
1.2 Mindar provides purely digital online services and does not involve the production and distribution of physical goods. Therefore, "returns" in this policy specifically refer to the cancellation of digital services and refund of fees, and do not apply to the return process of physical goods.
1.3 Subscriptions purchased through the Apple App Store or Google Play must follow the refund policies of the respective app stores. This policy does not apply.
Article 2: Refund Eligibility
2.1 Situations Eligible for Full Refund
Users may apply for a full refund when all of the following conditions are met:
- Refund request is submitted within 14 calendar days after the first paid subscription purchase
- No paid features have been used since the purchase date (including but not limited to AI content generation, premium templates, high-definition export, batch processing, and other paid-exclusive features)
- No paid allowances or credits have been consumed
- Account is in normal status and has not been suspended or banned for violating the Terms of Service
Key Rule: If any paid feature is used or any allowance is consumed, even within the 14-day period, no refund will be provided. Paid feature usage records are based on backend system data.
2.2 Situations Not Eligible for Refund
We reserve the right to deny refund requests in the following situations:
- Any paid feature has been used or any paid allowance has been consumed after purchase (even within the 14-day refund period)
- Request is submitted more than 14 days after the refund deadline (applies to both monthly and annual subscriptions)
- Account has been suspended or banned for violating the Terms of Service or Acceptable Use Policy
- Same user has already received a refund in the past 6 months
- Subscription obtained through unofficial channels (third-party resale, shared accounts, gift card redemption)
- Forgot to cancel automatic renewal for personal reasons, and the charge occurred more than 14 days ago
- Value-added services that have been used (such as one-time AI credit packs), once consumed, are non-refundable
- Subscriptions that include referral rewards or promotional discounts
- Issues caused by technical failures—we will prioritize providing credit supplements, compensation, or technical fixes rather than direct refunds
2.3 Special Refund Circumstances
The following circumstances are not subject to the 14-day limit and "unused" conditions, and refunds may be provided after verification:
- Duplicate charges or accidental multiple purchases: the unintended transaction may be refunded
- Unauthorized transactions: bank proof required, refund available after review
- Large-scale platform failures causing service to be completely unavailable for more than 72 hours: refund may be calculated based on affected duration or equivalent credit compensation
Article 3: Refund Request Time Limits
| Subscription Type | Full Refund Period | Handling After Period |
|---|---|---|
| First monthly subscription | Within 14 calendar days after payment (and no paid features used) |
No refund, can continue to use until current period ends |
| First annual subscription | Within 14 calendar days after payment (and no paid features used) |
No refund, can continue to use until current period ends |
| Monthly auto-renewal | Within 14 calendar days after renewal charge (and no paid features used) |
No refund, can continue to use until current period ends |
| Annual auto-renewal | Within 14 calendar days after renewal charge (and no paid features used) |
No refund, can continue to use until current period ends |
- Refund period starts from 00:00 the day after the actual charge date
- Annual subscriptions do not support prorated refunds based on remaining months; no refund after 14 days or if paid features have been used
- Statutory consumer rights take precedence where applicable by law
Article 4: User Actions Required
4.1 Refund Request Methods
Users must submit refund requests through the following official channels:
Email request: Send email to contact@medrixai.com
- Email subject: Refund Request - [Registered Email]
- Body must include: registered email, order number (if available), refund reason (optional)
In-app request: Go to "My Account → Settings → Billing & Subscription → Request Refund" and follow the on-screen instructions
4.2 Information Required for Request
- Email address used for account registration
- Last digits of payment method used for purchase or order number (if available)
- For technical failure refund requests, attach failure screenshots or time description
4.3 User Cooperation Required
- Ensure account is accessible for us to verify usage
- If we require additional information, must reply within 5 business days, or the request will be considered automatically withdrawn
- During the refund review period, do not initiate dispute refund (chargeback) through payment channels, as this will result in permanent account suspension
Article 5: Refund Processing Time
5.1 Review Time Limit
We will complete the review within 3 business days after receiving a complete refund request and notify you of the review result via email.
5.2 Refund Arrival Time
After review approval, refunds will be returned to your payment account through the original payment method:
| Payment Method | Expected Arrival Time |
|---|---|
| WeChat Pay / Alipay | 1–3 business days |
| Credit Card / Debit Card | 5–10 business days |
| PayPal | 3–5 business days |
- Actual arrival time depends on payment channel processing speed, which we cannot control
- If refund has not been received after 15 business days beyond the expected timeframe, contact billing@mindar.ai for inquiry
5.3 Service Termination Time
- Full refund: After refund review approval, account will immediately downgrade to free version, and paid features will stop
- Special refund circumstances (2.3): After refund review approval, account will immediately downgrade to free version
Article 6: Refund Processing Fees
6.1 For refund requests that meet the conditions in Article 2.1, no processing fees are charged, and the full amount actually paid is refunded.
6.2 If the payment channel (such as credit card issuing bank) charges cross-border fees or currency conversion fees during the refund process, such fees are borne by the user. We cannot control or refund fees charged by third parties.
6.3 If a user initiates a dispute refund (chargeback) that causes us to be fined by the payment platform, we reserve the right to deduct the corresponding fine from the refund amount and retain the right to pursue recovery for any shortfall.
Article 7: Return Shipping Fee Responsibility
7.1 Mindar provides purely digital online services, does not produce, sell, or distribute any physical goods, and therefore does not involve return logistics or shipping fee issues for physical goods.
7.2 Users do not need to return any physical items to complete the refund process. All refunds are processed through online channels.
7.3 If Mindar launches physical merchandise in the future, the return and shipping fee policy for physical goods will be separately stated on the purchase page of such products. Default rules are: return shipping for quality issues will be borne by us; return shipping for personal reasons will be borne by the user; refund amount will not include original delivery shipping fees.
Article 8: Automatic Renewal and Cancellation
8.1 All paid subscriptions are set to automatic renewal by default. We will automatically charge within 24 hours before the end of each billing period.
8.2 Users may cancel automatic renewal at any time in "My Account → Billing & Subscription". Canceling automatic renewal only stops future charges and does not refund fees already paid for the current billing period. Paid features for the current period can still be used until the period ends.
8.3 It is recommended to cancel automatic renewal at least 48 hours before the next charge date to avoid accidental charges due to system processing delays.
8.4 Canceling automatic renewal is not the same as requesting a refund. To request a refund, please apply separately according to Article 4 procedures and must meet the refund conditions specified in Article 2.
Article 9: Statutory Consumer Rights
9.1 This policy does not limit your statutory consumer rights under applicable law.
9.2 EU/UK users: You enjoy a statutory 14-day cooling-off period. However, if you have started using paid features or consuming paid allowances during the cooling-off period, according to regulations on digital content services, refund rights may be considered waived for the delivered portion, and we will assess refund eligibility based on the actual unused proportion.
9.3 If local consumer protection laws provide for longer refund periods or more favorable refund conditions, local laws shall prevail.
Article 10: Policy Changes and Contact Information
10.1 We may update this policy from time to time. Updated policies will be published on the official website and in the app, and will take effect for new subscriptions from the publication date; existing subscriptions will continue to apply the policy in effect at the time of purchase for the current billing period.
10.2 For any questions about this policy, please contact:
- Refund dedicated email: contact@medrixai.com
- Business hours: Monday to Friday 9:00–18:00 (UTC+8)
Coverage Checklist
User actions required → Article 4 (request methods, required information, cooperation required)
Return and refund eligibility → Article 2 (full refund / no refund / special refund)
Time limit for accepting returns → Article 3 (14-day period comparison table for 4 subscription types)
Refund arrival time → Article 5 (review 3 business days + arrival time by payment channel)
Return processing fees → Article 6 (no fees if conditions met, third-party fees borne by user)
Return shipping fee responsibility → Article 7 (digital services have no physical returns)
Special clause for no returns/refunds → Article 2.2 + Article 7.1
Strict Refund Mechanism (referencing Lovart): Within 14 days + no paid features used → full refund; used means no refund; over 14 days means absolutely no refund; annual subscriptions are not prorated.
(Note: Some content may be AI-generated)
Information we collect
Depending on how you use the product, we may collect the following categories of information:
Account information. Name, email address, authentication credentials, workspace membership, and support messages when you create an account or contact us.
User content. Notes, audio recordings, transcripts, uploaded documents, prompts, generated summaries, decisions, tags, and related workspace metadata that you create or upload.
Technical and diagnostic data. Device type, device model, operating system and version, app version, IP-derived region, crash logs, performance diagnostics, and usage events. On mobile devices, if you opt in to crash reporting, we may also collect stack traces, device state (memory, storage), and the timestamp of the event. Crash reporting is off by default and requires your explicit consent.
Cookies and similar technologies. See the Cookies and Analytics section below.
We do not collect biometric data, health data, or precise geolocation unless you explicitly provide it as part of user content.
Legal basis for processing (GDPR)
If you are located in the European Economic Area, United Kingdom, or Switzerland, we process your personal data under the following legal bases:
- Performance of a contract — to provide the service, manage your account, and fulfill your requests.
- Legitimate interests — to maintain security, prevent fraud, improve reliability, and conduct analytics (balanced against your rights and freedoms).
- Consent — for optional analytics cookies, session replay, and detailed mobile crash reporting. You may withdraw consent at any time without affecting the lawfulness of prior processing.
- Legal obligation — to comply with applicable laws, regulations, or legal proceedings.
How we use information
We use information to:
- Provide, maintain, and improve the service
- Generate AI-assisted summaries and answers
- Manage user accounts and synchronize content across devices
- Respond to support requests
- Prevent abuse, fraud, and security incidents
- Meet legal obligations
We do not sell personal information. We do not use workspace content for advertising.
YouTube API Services
Mindar uses the YouTube Data API Services and may use the official YouTube embedded player to search, display, and play publicly available YouTube resources. Mindar does not upload videos, manage a user's YouTube account, access private YouTube content, or request Google/YouTube account permissions for these public-search and playback features.
| YouTube data or feature | How Mindar uses it | Storage and sharing |
|---|---|---|
| Public channel and video metadata, including titles, descriptions, thumbnails, publication information, and public channel details | Search, discovery, educational research, creator research, and content-planning workflows | Used only to provide the requested feature; not used for advertising or sold to third parties |
| Public YouTube video links and identifiers | Open the source and, where available, use the official YouTube embedded player | Mindar does not download, copy, or make YouTube audiovisual content available for offline playback |
| Search history or saved public-channel/video results associated with a Mindar account | Let users revisit or organize their own research | Deleted on request and otherwise deleted or refreshed within the period required by applicable YouTube API policies |
| YouTube-derived data in exported files (e.g. CSV exports containing transcripts, summaries, or metadata) | Let users download and use YouTube-derived content offline | End users must not store exported YouTube data for longer than 30 days; after 30 days, data must be refreshed by re-exporting or permanently deleted; exported YouTube data must not be transferred, sold, or shared with any third party |
Mindar does not claim ownership of YouTube content. YouTube content remains subject to the rights and terms of its respective owners. Mindar's use of information received from YouTube APIs complies with the YouTube API Services Terms of Service and the Google Privacy Policy.
You may stop using YouTube-powered features at any time. To request deletion of Mindar account data, YouTube-related search history or saved results associated with your Mindar account, or to ask us to stop contacting you, email support@medrixai.com with the subject YouTube data request. You may also delete your account through the Delete account page.
Data deletion and communication preferences
You can request access, correction, deletion, or export of Mindar account data, including YouTube-related search history or saved public-channel and video results associated with your account. Email support@medrixai.com with the subject Data deletion request or use the Delete account page.
To stop receiving non-essential contact, email support@medrixai.com with the subject Stop contact. We will stop non-essential outreach after processing the request, but may continue to send notices required for security, account operation, transactions, or legal compliance.
AI processing
Mindar may send prompts, files, notes, transcripts, and related context to trusted AI and infrastructure providers so the product can generate summaries, evidence packs, recommendations, and answers. We limit this processing to what is needed to provide the requested product experience. These providers are bound by contractual obligations to process data only on our instructions and to maintain appropriate security measures.
AI output may be inaccurate or incomplete. Users should review generated content before relying on it for business, research, legal, medical, financial, or other important decisions.
Mobile crash reporting
On mobile applications, we offer optional crash reporting to help diagnose and fix stability issues. When enabled, crash reports may include stack traces, device model, operating system version, app version, available memory and storage, and the time of the crash. Raw audio and user content are never included.
Crash reporting is off by default. You can enable or disable it at any time in Settings > Privacy. If you use a third-party crash analytics SDK, that provider processes crash data under its own privacy policy and our data processing agreement.
Cookies and analytics
On www.mindar.ai and web.mindar.ai, we use Google Analytics 4 to understand page usage only after you allow analytics cookies. Analytics storage is denied by default. Advertising storage, advertising user data, and advertising personalization remain denied even when analytics is allowed.
Analytics data is limited to sanitized page navigation information. We do not intentionally send names, email addresses, phone numbers, prompts, chat messages, knowledge-base text, file contents, or workspace content to Google Analytics. Sensitive query parameters and private route identifiers are removed before a page view is sent.
The analytics preference and Google Analytics cookies use the shared mindar.ai domain so your choice and session can continue between www.mindar.ai and web.mindar.ai. You can change or withdraw your choice at any time through the cookie settings control. Withdrawing consent disables analytics storage and removes known Google Analytics cookies from the browser.
Sharing and service providers
We may share information with vendors who help us host, secure, analyze, support, and operate Mindar. These providers are authorized to process information only for the purposes described in this policy and under appropriate confidentiality and security terms.
We may disclose information if required by law, to protect rights and safety, or as part of a corporate transaction such as a merger, acquisition, or financing.
International data transfers
If you access the service from outside Hong Kong, your information may be transferred to and processed in other countries where our service providers operate.
For transfers from the EEA, UK, or Switzerland, we rely on Standard Contractual Clauses (SCCs) approved by the European Commission, supplemented by transfer impact assessments where required. We implement additional technical safeguards including encryption in transit and at rest.
You may request a copy of the SCCs or further information about our transfer safeguards by contacting support@medrixai.com.
Your rights
All users
Regardless of where you are located, you may:
- Access, correct, or delete your account and associated data
- Export your workspace content
- Opt out of optional analytics and crash reporting
- Contact us with privacy questions or concerns
EEA, UK, and Switzerland
If you are located in the EEA, UK, or Switzerland, you additionally have the right to:
- Access — obtain confirmation of processing and a copy of your personal data
- Rectification — correct inaccurate or incomplete data
- Erasure — request deletion under Article 17 GDPR
- Restriction — limit processing in certain circumstances
- Portability — receive your data in a structured, machine-readable format
- Object — object to processing based on legitimate interests
- Withdraw consent — at any time, without affecting prior lawful processing
- Lodge a complaint — with your local supervisory authority
To exercise these rights, contact support@medrixai.com. We will respond within one month.
California (CCPA/CPRA)
If you are a California resident, you have the right to:
- Know what personal information we collect and how it is used
- Request deletion of personal information
- Opt out of the sale or sharing of personal information (we do not sell personal information)
- Non-discrimination for exercising your rights
To submit a request, email support@medrixai.com with "California Privacy Rights" in the subject line.
Hong Kong (PDPO)
If you are located in Hong Kong, you have the right under the Personal Data (Privacy) Ordinance to:
- Request access to your personal data
- Request correction of inaccurate personal data
- Opt out of direct marketing use of your data
To exercise these rights, contact support@medrixai.com.
Retention and deletion
We retain account and workspace content while your account is active or as needed to provide the service. You can request deletion through the account deletion page or by contacting support.
Some records may be retained for a limited period where required for security, fraud prevention, tax, accounting, dispute resolution, or other legal obligations. Crash reports and diagnostic data are automatically deleted after 30 days unless a longer retention is necessary for an active investigation.
Security
We use administrative, technical, and organizational safeguards designed to protect information against unauthorized access, loss, misuse, or alteration. Data is encrypted in transit (TLS) and at rest. No online service can guarantee absolute security.
Children
Mindar is not intended for children under 13, or under 16 in the EEA, UK, or Switzerland. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us and we will take steps to delete the information.
Changes to this policy
We may update this Privacy Policy from time to time. Material changes will be communicated through the product or by email. The "Last updated" date at the top indicates when this policy was last revised. Continued use of the service after changes constitutes acceptance of the updated policy.
Contact
For privacy questions, data access requests, correction requests, deletion requests, requests concerning YouTube API data, or requests to stop receiving non-essential contact, contact support@medrixai.com.
Registered office: Rm 903D, 9/F, CAMERON COML CTR, 458-468 HENNESSY RD, Causeway Bay, Hong Kong.
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