Refund Policy

1. Nature of the Service — Consumable Digital Goods

Braintity provides two categories of digital goods:

• Neural Credit packs. Credits are a consumable in-app resource that is irrevocably depleted upon each Milo query or Template generation. Each transaction delivers the full credit pack to your account instantaneously upon payment confirmation.
• Memory Capacity subscriptions. Subscriptions immediately unlock an expanded node quota and begin delivering the service from the moment of activation.

Both product types constitute digital content or digital services within the meaning of EU Directive 2011/83/EU and equivalent consumer protection legislation.

2. General No-Refund Rule

All sales are final once the service delivery has commenced. Specifically:

• Any Milo or Neural Template use (even a single message or generation) constitutes commencement of service delivery. No refund will be issued after this point, regardless of the remaining credit balance.
• Credits consumed > 10% of the purchased pack are treated as partial commencement. The entire pack becomes non-refundable once this threshold is crossed.
• Subscription access granted. Once your account is upgraded and the expanded node quota is available to use, delivery has commenced and the subscription fee is non-refundable for the current billing period.

3. EU Right of Withdrawal — Explicit Waiver

For customers located in the European Union, the right of withdrawal under Article 9 of Directive 2011/83/EU would ordinarily provide a 14-day cancellation window. However, pursuant to Article 16(m) of that Directive, the right of withdrawal is lost for digital content not supplied on a tangible medium once:

• performance has begun, and
• the consumer has given prior express consent to performance beginning before the expiry of the withdrawal period, and
• the consumer has acknowledged that their right of withdrawal will thereby be lost.

By proceeding through Braintity’s checkout — which presents this policy and requires affirmative acceptance — you provide that express prior consent and acknowledgment. Your right of withdrawal is therefore waived from the moment your account receives the purchased credits or the subscription upgrade is applied to your account.

4. Exceptions — When a Refund May Be Considered

Notwithstanding the general rule above, we will consider a refund only where all of the following conditions are met:

• No Milo messages have been sent and no Neural Templates have been generated since the purchase.
• Fewer than 10% of the purchased credits have been consumed.
• The refund request is submitted within 48 hours of the purchase timestamp.
• The request is accompanied by the registered email address and the payment transaction ID.

Satisfying these conditions does not create an automatic right to a refund. We retain sole discretion to approve or deny requests on a case-by-case basis. Repeated purchase-and-refund patterns or suspected abuse will result in permanent ineligibility.

5. Subscriptions — Cancellation

You can cancel your subscription at any time. To cancel, navigate to Settings → Subscription → Cancel Subscription in your profile, or contact our support team at [email protected]. Cancellation takes effect at the end of the current billing period; access continues until that date. No pro-rated or partial-period refunds are issued for subscription cancellations. Your existing memory nodes are never deleted upon downgrade — you will simply be unable to add new nodes beyond the lower tier’s limit.

6. How to Submit a Refund Request

If you believe your situation falls within Section 4, contact us at [email protected] with the subject line “Refund Request” and include:

• Your registered email address.
• The payment transaction ID (from your receipt).
• The date and amount of the charge.
• A concise description of the reason for the request.

We aim to respond within 3 business days. Approved refunds are returned to the original payment method. Processing time varies by provider but typically takes 5–10 business days to appear on your statement.

7. Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your bank or card network without first contacting us, your account will be immediately and automatically suspended for the duration of the dispute. Any remaining credits and subscription benefits will be frozen pending resolution. We will submit all available evidence — including purchase records, session logs, and this accepted policy — to the payment provider to contest the dispute.

We strongly encourage you to contact us first. We resolve legitimate issues quickly. Fraudulent chargebacks may be reported to consumer protection authorities and card-network anti-fraud programs.

8. Modifications to This Policy

We may update this Refund Policy from time to time. Material changes will be announced via the service or your registered email at least 14 days before the new terms take effect. Your continued use of Braintity after the effective date constitutes acceptance of the revised policy. The version that applied at the time of your purchase governs any refund request arising from that purchase.

9. Contact

Questions about refunds: [email protected]. We are here to help.