Payments for FrontBrain AI are processed by Paddle, our merchant of record and authorised reseller. Refunds are handled in accordance with Paddle’s refund policy, applicable consumer law, and the terms below.
Thank you for choosing FrontBrain AI, operated by FrontBrain AI LTD (“we,” “us,” or “our”). We strive to deliver a premium, reliable AI operations platform. This Refund Policy details our policies regarding refund requests, subscription cancellations, and credit usage.
By purchasing a subscription, adding usage credits, or using our Service, you agree to the terms of this Refund Policy.
1. General Refund Terms
Because FrontBrain AI provides immediate access to digital usage credits and advanced AI orchestration capabilities, we enforce a strict but professional refund policy:
- 14-Day Refund Window: Refund requests must be submitted within fourteen (14) calendar days of the transaction date.
- All Purchases are Final: All purchases of subscriptions, credit top-ups, and custom enterprise plans are final once usage credits have been consumed.
- Used Credits are Non-Refundable: Used credits, completed AI tasks, consumed compute, API usage, generated outputs, and completed automation work are non-refundable. Credits represent real AI compute resources, third-party API costs, and server execution resources that are consumed immediately when you run tasks on the platform.
- Overrun Credits: Credit overrun usage represents consumed service usage. Overrun credits are not refundable once consumed and may be recovered from future renewals, top-ups, credit grants, or other account credit events.
- Customer Responsibility: Customers are responsible for reviewing their selected subscription plan, included credit allocations, platform features, use cases, and pricing before completing any purchase.
2. Refund Eligibility Guidelines
Refund requests are evaluated under the following precise rules to align with Paddle’s merchant standards:
- Unused Purchases: If no credits from the purchase have been used, the customer may request a refund within fourteen (14) calendar days of the transaction date.
- Partially Unused Purchases: If only part of the purchased credits remain unused, any approved refund will be limited to the unused credit portion, calculated at the effective purchase rate paid by the customer.
- Active Usage Restrictions: FrontBrain AI subscriptions, credit purchases, and top-ups are non-refundable once any credits from the purchase have been used, except where required by applicable law or where Paddle determines that a refund is required under its refund policy.
- Completed Tasks: Used credits, completed AI tasks, consumed compute, API usage, generated outputs, and completed automation work are non-refundable under all circumstances.
- Unpaid Overrun Usage: Where overrun usage remains unpaid because of failed payment, cancellation, chargeback, or insufficient account credit, FrontBrain AI may restrict further usage and may seek recovery of the unpaid amount and reasonable recovery costs, to the extent permitted by applicable law.
- BYOK Provider Charges: Charges incurred through customer-provided third-party API keys are billed by the relevant provider and are not refunded by FrontBrain AI.
3. Subscription Cancellation
You may cancel your FrontBrain AI subscription at any time through your account settings or by contacting our support team. Please note:
- Future Renewals: Cancelling a subscription stops future renewals but does not automatically refund the current billing period.
- Access Retention: Upon cancellation, you will continue to have access to the platform and any remaining credits until the end of your current billing cycle.
- Remote Gateways at cancellation: If you have one or more Remote Gateways enrolled at the time of cancellation, the cloud-side gateway rows are marked as revoked at the end of the billing cycle. The agent on your machine will fail to reconnect with a clear error. You retain physical possession of the local
policy.yaml, the local audit JSONL, and any state files on the gateway VM; you may uninstall the agent and reclaim the VM at any time. No usage credits are charged or refunded specifically for gateway enrollment status.
- Pilot SOW exit: Customers running the Remote Gateway under a signed pilot Statement of Work follow the exit provisions of that SOW. Where the SOW conflicts with this clause, the SOW prevails for the duration of the pilot.
4. Abuse & Violations
To ensure fair access and prevent platform abuse, refund eligibility is immediately voided in the following circumstances:
- Abuse of the platform, excessive failed payment attempts, or chargeback abuse.
- Any violation of our Terms of Service or Acceptable Use Policy.
- Suspension or termination of your account due to suspected security risks or fraudulent activity.
5. How to Request a Refund
To submit a refund request, please email our billing team at hello@frontbrain.ai. Your request must include:
- Your account email address.
- The transaction date and amount.
- A brief description of the reason for your refund request.
Our billing team will review your request and respond within three (3) business days.