Refund Policy

This Refund Policy ("Policy") applies to paid subscriptions to the FluidifyAI SRE Suite, comprising the Pro and Enterprise plans for Regen and AI SRE Tools (together, the "Paid Plans"), and to any associated credit, storage, or usage overage charges billed under a Paid Plan. Capitalised terms used but not defined in this Policy have the meanings given to them in the Company's Terms & Conditions.

1. Global Policy

1.1 Unless required by applicable law or stated otherwise in this Policy, all charges under a Paid Plan are non-refundable. This applies irrespective of the User's level of usage, and irrespective of whether the subscription is cancelled by the User or terminated by the Company for breach of the Terms & Conditions.

1.2 The Company retains discretion to issue a refund outside of the circumstances described in this Policy (see Section 7), and nothing in this Policy limits a User's statutory withdrawal rights where they apply (see Section 2).

1.3 The Company will not grant a refund where there is evidence of fraud, refund abuse, or other manipulative conduct in connection with the request. Nothing in this Policy restricts a User's consumer protection rights where the Services were materially defective or misrepresented.

1.4 Refund requests must be submitted within the timeframe applicable to the relevant ground for refund under this Policy. Upon approval of a refund, the User's access to the corresponding Paid Plan will be suspended or downgraded, as applicable.

2. Statutory Withdrawal Rights by Country

This Section applies only where the User is purchasing as a consumer (that is, not for purposes connected with a trade, business, or profession). It does not apply to Enterprise subscriptions, which are governed by Section 5.

2.1 European Economic Area, Switzerland, and the United Kingdom. Consumers have a 14-day statutory right to withdraw from the purchase of certain digital services, available on the initial purchase and on the first payment of a new subscription. This right does not extend to subsequent recurring charges on an existing subscription, except that UK consumers on an annual subscription receive a fresh 14-day window on each annual renewal. The right does not apply once the User has expressly requested that performance begin immediately during the withdrawal period and has acknowledged the resulting loss of the withdrawal right. A withdrawal request must be submitted within 14 days of the relevant charge.

2.2 Turkey and Israel. Consumers have a 14-day statutory right to withdraw, on the same basis as Section 2.1. A withdrawal request must be submitted within 14 days of the relevant charge.

2.3 South Korea, Brazil, and China. Consumers have a 7-day unconditional right to cancel following delivery of the Services. A request must be submitted within 7 days of delivery.

2.4 Canada. Consumers have a 7-day unconditional right to cancel following delivery of the Services. A request must be submitted within 7 days of delivery.

2.5 Singapore. Consumers have a 5-day unconditional right to cancel following delivery of, or first access to, the Services. A request must be submitted within 5 days of delivery or first access, whichever is earlier.

2.6 Where a right described in this Section applies, the Company will refund the full amount paid for the withdrawn purchase.

3. How to Request a Refund or Cancel

3.1 A refund or withdrawal request under Section 2, a billing-error claim under Section 4, or a discretionary refund request under Section 7, must be submitted to [email protected], quoting the account email and the date of the relevant charge.

3.2 A User may cancel its subscription at any time by contacting [email protected] or through the cancellation option in its account settings, where available. Cancellation stops future billing but does not itself entitle the User to a refund of charges already incurred for the then-current billing period; the User retains access to the Paid Plan already paid for until the end of that period, unless a refund is separately granted under this Policy.

3.3 Approved refunds are processed within 14 days of approval, to the original payment method where feasible.

4. Billing Errors

4.1 Where a User believes it has been charged in error, including as a result of a duplicate charge, an incorrect amount, or a charge levied after cancellation, the User shall notify the Company at [email protected] within thirty (30) days of the disputed charge. The Company will investigate the notification and, where it confirms an error attributable to the Company, will refund the erroneous amount in full.

5. Technical or Product Defects

5.1 A User experiencing a persistent technical issue or material defect that prevents access to a feature of a Paid Plan as described by the Company should first contact [email protected] with details of the issue.

5.2 Where the Company confirms a material defect that it is unable to resolve within a reasonable time, the User may be entitled to a full or partial refund of the affected charge, consistent with applicable consumer protection law.

6. Downgrades

6.1 A downgrade from a higher Paid Plan to a lower plan takes effect at the end of the then-current billing period. The Company does not issue partial refunds for the unused portion of a billing period on account of a mid-cycle downgrade.

7. Discretionary Refunds

7.1 Outside of the grounds described in Sections 2, 4, and 5, the Company may, at its discretion, issue a refund for a request submitted within 14 days of the relevant charge. Submitting a request within this window does not guarantee approval.

7.2 Discretionary requests are reviewed case by case, considering factors including the nature of the Paid Plan, the reason given for the request, and the User's usage of the Services. The Company may approve a full refund, a partial refund, or decline the request.

7.3 Granting a discretionary refund on one occasion does not obligate the Company to grant a refund on any future occasion, and does not waive any of the Company's rights or remedies under the Terms & Conditions.

8. Enterprise Agreements

8.1 Enterprise subscriptions are governed by the payment and refund terms set out in the applicable signed order form or master services agreement. Where such an agreement conflicts with this Policy, the signed agreement prevails.

9. Chargebacks and Payment Disputes

9.1 A User should contact the Company at [email protected] before initiating a chargeback or payment reversal with its card issuer or bank, as billing disputes can typically be resolved more efficiently through direct contact.

9.2 Where a User initiates a chargeback or payment reversal, the Company may temporarily suspend access to the relevant Paid Plan pending the outcome of the dispute. This Section does not affect a User's rights under its card scheme's chargeback rules or applicable consumer protection law.

10. Amendments

10.1 The Company may amend this Policy from time to time. The version in effect at the time of a given charge governs that charge. The date of the most recent revision is indicated at the top of this page.

11. Governing Law

11.1 This Policy is governed by, and disputes arising from it are resolved in accordance with, the governing law and dispute resolution provisions of the Company's Terms & Conditions.

12. Contact

12.1 Billing enquiries and refund requests should be directed to [email protected].