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Have questions about GridSuite.AI, need technical assistance with a complex simulation run, or require corporate enterprise licensing? Our support team is here to help you optimize your power system engineering workflows.

 

Customer Support & Technical Inquiries

 

For platform assistance, account provisioning, token balance inquiries, or reporting technical system anomalies:

  • Email Us: business-inquiry@vidyura.com

  • Response Window: We strive to respond to all technical support requests within 24 to 48 business hours.

 

Corporate & Registered Office

 

GridSuite.AI is developed, operated, and maintained by Vidyura. For official legal correspondence, billing audits, or corporate documentation, please use our registered business address:

  • Legal Entity Name: Vidyura

  • Customer Support Email: business-inquiry@vidyura.com

  • Registered Physical Address: Gr. Floor, RZH-712, Gali Number 3, Raj Nagar-2nd, Palam Colony, South West Delhi, New Delhi, 110077

  • Hours of Operation: Monday to Friday | 9:00 AM – 6:00 PM (IST)

 

Need Urgent Help?

 

If you are experiencing a localized cloud infrastructure disruption or a transaction failure while purchasing tokens, please include your Account Email and Transaction ID (if applicable) in your email to business-inquiry@vidyura.com for accelerated resolution.

At GridSuite.AI, operated by Vidyura, we provide high-performance, on-demand cloud computing resources for power system simulation and analysis. Because our platform provisions dedicated, high-tier server infrastructure the moment processing is initiated, our Cancellation & Refund Policy is structured around resource consumption.
 

By purchasing cloud computational tokens ("Tokens") or subscribing to our tier-based services, you agree to the terms outlined below.
 

1. Token Purchases & Computational Usage
 

GridSuite.ai operates primarily on a digital token system where processing power is exchanged for platform-specific tokens.

  • Non-Refundability of Active Compute: Tokens are non-refundable once computational processing has commenced.

  • Infrastructure Allocation: When you initiate a simulation (including but not limited to heavy harmonic sweeps, transient stability runs, load flows, or short circuit analyses), GridSuite.AI immediately spins up dedicated cloud infrastructure to execute the mathematical models. Because these external compute costs are incurred instantly by the platform, tokens consumed during an active calculation run cannot be restored, reversed, or refunded under any circumstances.

  • Failed Simulations: If a simulation fails to execute due to a verified platform-side system error or cloud infrastructure outage, your consumed tokens will be audited by our technical team and credited back to your account balance. Token credits will not be issued for failures resulting from user-side data input errors, corrupted files, or structurally invalid network topologies.

  • Token Expiration: Unused token balances remain active in your account for the duration specified at the time of purchase (typically 12 months from the transaction date) and cannot be redeemed for cash or transferred to other accounts.
     

2. Subscription Cancellations (Tier-Based Plans)
 

For corporate clients enrolled in monthly or annual fixed-tier subscription packages:

  • Cancellation Rights: You may cancel your subscription package at any time through your account billing dashboard.

  • Effect of Cancellation: Cancellation stops the automated renewal for the subsequent billing cycle. Your team will retain full access to your subscription tier features, allocated cloud limits, and saved project data until the end of the current paid billing period.

  • No Prorated Refunds: We do not offer prorated or partial refunds for the remaining days of an active monthly or annual billing cycle after a cancellation request is submitted.
     

3. Payment Disputes & Chargebacks
 

We encourage our clients to approach our support team directly to resolve any billing discrepancies or token calculation queries.

  • Initiating an unauthorized chargeback or payment dispute with your credit card provider or payment gateway without contacting us first constitutes a violation of our Terms & Conditions.

  • We reserve the right to temporarily freeze account access, halt active simulations, and suspend token balances during an active payment dispute investigation.

At GridSuite.AI, operated by Vidyura, we are deeply committed to protecting the integrity, security, and confidentiality of the data you entrust to us. This Privacy Policy outlines how we collect, process, protect, and manage your information when you utilize our cloud-based power system analysis platform and related software services.

 

1. Information We Collect

 

To provide high-fidelity cloud computing, simulation services, and secure user authentication, GridSuite.AI collects the following categories of data:

  • Account Information: When you register an account, we collect personal identifiers such as your name, corporate email address, corporate entity affiliation, and billing/payment details.

  • Secure Telemetry & Network Data: To execute complex power system simulations (including but not limited to load flow, short circuit, relay coordination, arc flash, harmonic analysis, and transient stability studies), GridSuite.AI processes engineering telemetry, electrical network parameters, single-line configuration metadata, and system topology models uploaded directly by the user.

  • Platform Usage & System Logs: We automatically log technical data related to platform usage, including simulation runtimes, computational resource allocation, token consumption metrics, IP addresses, browser types, and system performance parameters.
     

2. How We Use Your Information

 

We use the collected data strictly to operate, maintain, and optimize our professional engineering software platform. Specifically, your data is used to:

  • Authenticate & Authorize Access: Verify user identities, manage active user sessions, and secure access to saved project environments.

  • Execute Computational Processing: Provision the necessary cloud-based processing infrastructure required to run high-performance power system simulations requested by the user.

  • Manage Token Allocation: Accurately track, deduct, and audit token balances relative to computational workloads.

  • Platform Optimization: Diagnose software bugs, prevent system overloads, and enhance the numerical accuracy and UI responsiveness of GridSuite.AI.

  • Client Communications: Deliver operational updates, critical security alerts, transactional invoices, and direct responses to customer support queries.

 

3. Data Isolation and Non-Disclosure

 

Your proprietary engineering models represent significant intellectual property. We enforce strict data handling principles:

  • No Generalized AI Training: We do not use your private power system telemetry, network designs, or proprietary simulation inputs to train generalized public machine learning models or algorithms without your explicit, written consent.

  • Strict Access Control: Technical telemetry data is isolated on a per-account basis. Your simulation data is strictly confidential and is never shared with, sold to, or rented to third-party advertisers or external corporate entities.

  • Authorized Sub-Processors: We only share data with trusted infrastructure sub-processors (such as secured cloud hosting and payment gateway providers) necessary to fulfill our service delivery. These entities are contractually bound to maintain strict confidentiality and data protection standards matching our own.

 

4. Data Security & Storage

 

GridSuite.AI implements enterprise-grade security measures designed to safeguard critical infrastructure data:

  • Encryption: All telemetry and personal data are encrypted using industry-standard protocols while in transit (HTTPS/TLS) and at rest within our cloud database architecture.

  • Compute Isolation: Simulation instances run in secure, sandboxed cloud environments to prevent cross-tenant data access.

  • Data Retention: Account profile details and historical token ledgers are retained as long as your account remains active. Uploaded telemetry models are retained only for the duration required to maintain operational continuity or as dictated by your specific corporate subscription terms, after which they are securely purged from our active compute environments.

 

5. Your Data Rights

 

Depending on your jurisdiction, you or your organization may hold certain statutory rights regarding your data, including the right to access, correct, update, or request the deletion of your personal account information. To exercise these rights, please contact our data compliance team at the address listed below.

 

6. Updates to This Policy

 

We reserve the right to modify this Privacy Policy at any time to reflect updates in our operational workflows, security practices, or regulatory requirements. Any changes will be posted on this page with an updated "Effective Date." Continued use of GridSuite.AI after modifications implies acceptance of the updated policy.

 

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Welcome to GridSuite.AI. These Terms & Conditions ("Terms", "Agreement") govern your access to and use of the GridSuite.AI software-as-a-service platform, web applications, and associated APIs (collectively, the "Service"), operated by Vidyura ("Company", "we", "us", or "our").

 

By registering an account, purchasing computational tokens, or using the Service, you ("User", "Licensee", or "your") acknowledge that you have read, understood, and agree to be legally bound by these Terms. If you are entering into this Agreement on behalf of a corporate entity, you represent that you have the authority to bind such entity to these Terms.

 

1. Scope of Service & Platform Model

 

GridSuite.AI is a cloud-hosted engineering software platform designed for but not limited to power system analysis (including load flow, short circuit, relay coordination, arc flash, harmonic analysis, and transient stability studies).

  • Token-Based Cloud Compute: The platform operates primarily on an on-demand resource allocation framework. Users purchase cloud-processing units ("Tokens") to execute specific computational sweeps, simulation models, and data rendering tasks.

  • Eligibility: You must be a qualified professional, engineering practitioner, or authorized corporate representative to utilize this platform for commercial or professional purposes.

 

2. User Accounts and Security

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  • Registration: To access the Service, you must create a secure user account using a valid, active corporate email address. You agree to provide accurate, complete, and current information during registration.

  • Credential Security: You are solely responsible for safeguarding the credentials associated with your account. Any activities, computational jobs run, or token expenditures that occur under your account are your sole responsibility.

  • Unauthorized Use: You must immediately notify the Company at business-inquiry@vidyura.com upon discovering any breach of security or unauthorized use of your account.
     

3. Acceptable Use Policy

 

You agree not to use the platform to:

  • Upload, transmit, or process data that violates any third-party intellectual property, privacy rights, or national security regulations regarding critical infrastructure information.

  • Introduce malicious software, viruses, corrupted files, or scripts designed to disrupt, reverse-engineer, or compromise the cloud infrastructure of GridSuite.AI.

  • Attempt to bypass, manipulate, or exploit token-deduction mechanisms or resource quotas established by the platform.

  • Use the Service to build a competitive product, reverse-engineer the underlying mathematical processing algorithms, or harvest data scraping interfaces without explicit written authorization.

 

4. Intellectually Property & Data Ownership

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  • Platform Ownership: All proprietary code, algorithmic frameworks, mathematical models, UI/UX designs, trademarks, and intellectual property powering GridSuite.AI remain the exclusive property of Vidyura.

  • User Data Ownership: You retain full, uncompromised ownership of all raw engineering telemetry, network parameters, topology models, and single-line design files uploaded to the platform.

  • Operational License: You grant Vidyura a strictly limited, temporary, non-exclusive license to host, process, and execute simulations on your uploaded data solely to provide the requested computing services to you.

 

5. Computational Accuracy & Professional Liability Disclaimer

 

  • Simulation Nature: GridSuite.AI utilizes industry-standard mathematical methodologies to render power system analysis. However, software simulations are inherently predictive models intended to serve as analytical aids for qualified electrical engineering professionals.

  • Professional Verification: The User assumes absolute responsibility for verifying the practical safety, empirical correctness, and physical viability of simulation outputs before executing physical grid alterations, equipment procurement, or protection settings.

  • Limitation of Liability: In no event shall Vidyura, its directors, or its affiliates be held liable for physical grid failures, equipment damage, operational downtimes, regulatory penalties, or financial losses resulting directly or indirectly from engineering choices made based on GridSuite.AI data outputs. The maximum aggregate liability under these terms shall not exceed the amount paid by the User for the specific tokens or subscription layer active during the disputed incident.

 

6. Termination of Service

 

We reserve the right to suspend or terminate your access to the Service immediately, without prior notice or liability, if you violate any clause of these Terms & Conditions, default on due payments, or engage in activities that threaten the security or structural integrity of our cloud infrastructure.

 

7. Governing Law & Dispute Resolution

 

These Terms shall be governed by, construed, and enforced in accordance with the laws of India. Any legal actions, disputes, or proceedings arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the competent courts located in New Delhi, India.

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