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Returns & Refunds

Last updated: 10 June 2026

This Returns and Refunds Policy explains when you may cancel a purchase, request a refund, or seek a remedy for a Feluda.ai subscription, Gene, or other digital product or service.

This policy forms part of the Feluda.ai Terms and Conditions. Nothing in this policy limits any mandatory rights you may have under applicable consumer law.

1. Digital Products and Services

Feluda.ai primarily provides digital products and services, including:

  • Access to the Feluda desktop application.
  • Paid subscriptions and account features.
  • Genes, flows, templates, and related digital resources.
  • Enterprise services and other digitally delivered functionality.

Because these products are supplied digitally, physical returns are generally not applicable.

2. Subscription Cancellations

You may cancel a recurring subscription through your account settings or by contacting Feluda.ai.

Unless otherwise required by law:

  • Cancellation takes effect at the end of your current billing period.
  • You may continue using the paid features until that period ends.
  • Your subscription will not renew after cancellation.
  • Fees already paid for the current billing period are not automatically refunded.
  • We do not ordinarily provide prorated refunds for unused time remaining in a billing period.

Cancelling a subscription is different from requesting a refund. A cancellation prevents future renewals but does not necessarily reverse a payment already processed.

3. EU and EEA Right of Withdrawal

Consumers in the European Union or European Economic Area may generally have a statutory right to withdraw from an online contract within 14 days without giving a reason. For service contracts, this period ordinarily begins on the day the contract is concluded. ([European Union][1])

Services started during the withdrawal period

When you expressly ask us to begin providing a service during the 14-day withdrawal period, you may be required to pay a proportionate amount for the service supplied before you exercised your right of withdrawal.

Where the service has been fully performed after your prior express consent and acknowledgement, your right of withdrawal may end.

Immediately supplied digital content

For digital content that is not supplied on a physical medium, the right of withdrawal may be lost once delivery or access begins where you:

  1. Expressly consented to performance beginning during the withdrawal period.
  2. Acknowledged that beginning performance would cause you to lose your right of withdrawal.
  3. Received the legally required confirmation of that agreement.

Without the required consent and acknowledgement, mandatory withdrawal rights may continue to apply. ([EUR-Lex][2])

4. Refund Eligibility

We may provide a full or partial refund where:

  • You were charged more than once for the same purchase.
  • A payment was taken after a valid subscription cancellation.
  • You were charged an incorrect amount.
  • A purchased digital product was not delivered or made accessible.
  • A material technical fault prevents you from using the purchased product or service and we cannot correct it within a reasonable period.
  • The product or service does not conform to the applicable contract and a refund or price reduction is required by law.
  • We terminate a paid service without cause before the end of your prepaid billing period.
  • A refund is otherwise required under applicable consumer law.

We may ask you to provide information reasonably necessary to investigate the request.

5. Situations That Are Normally Not Refundable

Unless mandatory law provides otherwise, refunds are not ordinarily available where:

  • You changed your mind after any applicable withdrawal right expired or was validly waived.
  • You forgot to cancel a subscription before its renewal date.
  • You did not use the Service during the billing period.
  • You no longer need the product or service.
  • Your device, operating system, internet connection, local AI model, or third-party provider does not meet the stated requirements.
  • A third-party AI provider changed its pricing, functionality, availability, terms, or model behaviour.
  • You supplied an invalid API key, incorrectly configured a third-party service, or exhausted an allowance maintained by that provider.
  • You expected a particular result from AI-generated output.
  • Access was restricted or terminated because of fraud, abuse, non-payment, a security threat, or a material violation of our Terms and Conditions.
  • A temporary interruption was caused by maintenance or circumstances outside our reasonable control and was resolved within a reasonable time.

This section does not exclude rights relating to faulty or non-conforming digital products and services.

6. Genes and Other Digital Content

Genes and other downloadable or immediately accessible digital products are supplied electronically.

Before immediate delivery begins, eligible consumers may be asked to:

  • Consent to delivery beginning immediately.
  • Acknowledge that this may end their statutory right of withdrawal.

A refund may still be available where a Gene or other digital product:

  • Is not delivered.
  • Is materially different from its description.
  • Cannot perform its stated core function.
  • Contains a serious defect that we cannot resolve within a reasonable period.
  • Otherwise fails to conform to mandatory legal requirements.

A refund is not ordinarily available solely because:

  • You do not like the output produced.
  • The product does not suit an unstated use case.
  • A compatible third-party service is unavailable.
  • You lack the technical environment or provider account required to use it.
  • You decided not to use it after access was provided.

7. Defective or Non-Conforming Digital Products

Please contact us promptly if a digital product or service is defective or does not match its description.

Depending on the circumstances and applicable law, we may:

  1. Correct the defect.
  2. Provide an update or replacement.
  3. Restore access.
  4. Bring the product or service into conformity.
  5. Provide a proportionate price reduction.
  6. Terminate the affected contract and issue a refund.

We may first attempt to correct the problem where doing so is lawful, reasonable, and possible without significant inconvenience to you.

8. Third-Party Charges

Feluda.ai may connect to third-party providers selected by you.

Charges imposed directly by a third party are governed by that provider's own terms and refund policy. Feluda.ai cannot refund payments that were not collected by Feluda.ai or its authorised payment processor.

Examples may include charges from:

  • AI-model providers.
  • Cloud platforms.
  • API services.
  • Hosting providers.
  • Other external integrations.

You should contact the relevant provider regarding a disputed third-party charge.

9. How to Request a Refund

Submit your request through the contact page on Feluda.ai.

Please include:

  • Your full name.
  • The email address associated with your account.
  • The transaction or invoice reference.
  • The date and amount of the charge.
  • The product or subscription concerned.
  • A clear explanation of why you are requesting a refund.
  • Any relevant screenshots, receipts, or error messages.

Do not send passwords, complete payment-card information, API keys, access tokens, or other sensitive credentials.

10. Request Deadlines

Refund requests should be submitted as soon as reasonably possible.

Unless a longer period is required by law, we ask that billing-error and duplicate-charge requests be submitted within 30 days of the transaction.

A shorter internal request period does not limit a statutory right that cannot legally be restricted.

11. Processing Refunds

We aim to review refund requests within 14 business days after receiving all information reasonably required to assess the request.

When a refund is approved:

  • It will ordinarily be returned through the original payment method.
  • We may ask you to agree to another method when the original method is unavailable.
  • Processing times after approval depend on the payment provider and your financial institution.
  • Access to the refunded product or paid service may be withdrawn.
  • A refund may be reduced by an amount lawfully payable for services already supplied before cancellation.

Where EU withdrawal rules apply, required reimbursements will be made without undue delay and within the period prescribed by applicable law.

12. Chargebacks and Payment Disputes

Please contact us before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.

An improper, fraudulent, or abusive chargeback may result in:

  • Temporary account restrictions.
  • Suspension of affected services.
  • A request for additional verification.
  • Recovery of amounts lawfully owed.
  • Termination in serious cases.

Nothing in this section prevents you from using a lawful payment-dispute process.

13. Promotional Discounts

When a refund is approved for a discounted purchase, the maximum refundable amount is the amount you actually paid.

Promotional discounts:

  • Have no cash value.
  • Are not separately refundable.
  • May not be restored after cancellation unless we state otherwise.

For bundled purchases, any refund may be calculated by considering the value of products already supplied or retained.

14. Enterprise Customers

Refund, cancellation, and termination rights for enterprise customers may be governed by a separate signed agreement.

Where an Enterprise Agreement conflicts with this policy, the Enterprise Agreement prevails to the extent of that conflict.

15. Complaints and Escalation

When you disagree with a refund decision, you may submit a formal complaint under the Feluda.ai Complaints Procedure.

Please identify:

  • The refund request concerned.
  • Why you disagree with the decision.
  • Any information you believe was overlooked.
  • The resolution you are seeking.

Eligible consumers may also have the right to seek assistance from a consumer-protection authority, dispute-resolution body, regulator, or competent court.

16. Changes to This Policy

We may update this policy to reflect changes to our services, payment arrangements, or legal obligations.

The date at the top indicates when the policy was last updated. Material changes will apply prospectively unless applicable law requires otherwise.

17. Contact

To cancel a subscription, exercise a right of withdrawal, report a billing problem, or request a refund, use the contact page on Feluda.ai.