Effective date: April 30, 2026
Last updated: April 30, 2026

This Refund Policy ("Policy") sets out when and how Alternative Data Pte. Ltd. ("Flash AI", "we", "us", or "our") will refund payments made for the flash.ai service (the "Service"). It is incorporated into our Terms of Service and should be read together with our Cancellation Policy and Privacy Policy. Capitalised terms have the meanings given to them in the Terms of Service.

1. Summary — "What can I get refunded?"

  • Default rule: the Service supplies digital content and digital services that are made available immediately on payment, and all fees are non-refundable, including for partially used billing periods, unused Credits, downgrades, or features you choose not to use.
  • Goodwill exceptions (Section 3): we will refund duplicate charges, billing errors, demonstrable Service failures, and clear-cut mistaken purchases reported within 14 days, before any Credits from the relevant purchase have been used.
  • Statutory exceptions (Section 4): consumers in the EEA, the UK, Australia, and other jurisdictions with non-waivable consumer-protection rights may be entitled to a refund regardless of this Policy. Nothing in this Policy limits any non-waivable statutory right you may have.
  • What we never refund: Credits that have already been consumed, fees attributable to your breach of the Terms of Service, fees for services correctly delivered but that you did not use, or chargebacks initiated without first contacting us in good faith.

2. Default Rule: Fees Are Non-Refundable

The Service provides digital content and digital services that are delivered to you immediately on, or shortly after, payment. Once you start using a paid Plan or prepaid Credit package — for example by sending a prompt that consumes Credits, by generating an Output, by using a paid feature, or by accessing premium models — the corresponding services have been performed and are not refundable, except as set out in Sections 3 and 4 below.

For clarity:

  • Subscription fees are not refunded for unused days of a billing period.
  • Annual subscription fees are not refunded on a pro-rata basis if you cancel mid-term, except where Section 4 applies.
  • Prepaid Credit packages are not refunded for unused Credits, except where Section 4 applies.
  • Consumed Credits are never refunded, regardless of whether you are satisfied with the Output. Output is generated by statistical models that are inherently variable; non-determinism, refusals, hallucinations, and quality variance are inherent characteristics of generative AI and are not "failures" of the Service.

3. Goodwill Refunds

Outside of any non-waivable statutory right, we will, at our discretion and as goodwill, refund or credit a charge in the following circumstances:

3.1 Duplicate charges and billing errors

If you were charged twice for the same Plan or package, charged a different amount than the price shown at checkout, charged for a Plan you did not order, or charged after a confirmed cancellation, we will refund the duplicated or erroneous amount in full. Email [email protected] with the charge details (date, amount, last four digits of the card or PayPal/Stripe transaction id) and we will reconcile and refund within five (5) business days.

3.2 Service failures we cannot remedy

If a paid feature is materially unable to perform its core function for a sustained period, and we are unable to remedy the failure within a reasonable time after you report it (typically seven (7) days), we will refund or credit the affected portion of your fee on a pro-rata basis. This applies, for example, if a paid feature is wholly unavailable due to a defect on our side. It does not apply to:

  • downstream issues at a third-party AI Provider, payment processor, or infrastructure provider, where the underlying provider is responsible;
  • brief or scheduled service disruptions communicated in advance;
  • variations in Output quality, refusals, hallucinations, latency, or safety filters, which are inherent to the technology;
  • issues caused by your own configuration, your User Content, your network, your device, or your browser;
  • issues caused by your breach of the Terms of Service.

3.3 Mistaken purchases (14-day window)

If you bought a paid Plan or prepaid Credit package by clear, demonstrable mistake (for example, you intended to renew Plan A but were charged for Plan B; you bought a Plan twice in quick succession; or you purchased on the wrong Account), report the issue at [email protected] within fourteen (14) days of the charge. We will refund the charge in full provided that no Credits from the affected purchase have been used and the Account is otherwise in good standing.

3.4 Compassionate cases

We may, at our sole discretion, issue a refund or credit in genuinely compassionate circumstances even where this Policy would otherwise not require one. The grant of any such refund does not create a precedent or any obligation to grant a similar refund in the future.

4. Statutory Refund Rights (Consumers Only)

4.1 EU and UK 14-day right of withdrawal

Consumers resident in the European Economic Area or the United Kingdom have a statutory right to withdraw from a contract for the supply of digital content or digital services within fourteen (14) days of the contract being concluded, without giving any reason (Article 9 of Directive 2011/83/EU; regulation 29 of the UK Consumer Contracts Regulations 2013). To exercise the right, send an unambiguous statement of withdrawal to [email protected] within the 14-day period. The model withdrawal form set out in Section 6.2 of our Cancellation Policy may be used but is not required.

Where the right of withdrawal validly applies, we will reimburse all payments received from you for the cancelled service without undue delay and in any event no later than fourteen (14) days from the day on which we are informed of the decision. We will use the same means of payment as you used for the initial transaction unless you expressly agree otherwise; in any event, the reimbursement will not result in any fees for you.

4.2 Loss of the right of withdrawal — immediate performance

The right of withdrawal does not apply, and is lost, where you have expressly consented to the supply of digital content or services beginning during the withdrawal period and have acknowledged that you thereby lose your right of withdrawal once performance has begun (Article 16(m) of Directive 2011/83/EU; regulation 37 of the UK Consumer Contracts Regulations 2013). When you sign up for a paid Plan or purchase prepaid Credits and you start using the Service (for example, by sending a prompt that consumes Credits, by generating an Output, by using a paid feature, or by ticking a check-box that requests immediate performance), you are taken to have given that express consent and to have acknowledged the loss of the right of withdrawal in respect of the portion of the service performed.

Where the right of withdrawal does not apply or has been lost, your refund rights are governed by the rest of this Policy.

4.3 Australian Consumer Law

Nothing in this Policy excludes, restricts, or modifies any guarantee, right, or remedy you may have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded, restricted, or modified. Where the Service is found to fail to comply with a consumer guarantee, you may be entitled to a refund or other remedy as required by that law.

4.4 Other jurisdictions

Consumers in other jurisdictions (including Singapore, Canada, Brazil, Korea, Japan, India, the Gulf states, and others) may have additional or different refund rights under local consumer-protection law. Nothing in this Policy limits any non-waivable statutory right you may have under the law of your country of habitual residence. Where local law prescribes a longer cooling-off period or a more generous refund right than this Policy, that local law prevails.

5. What We Do Not Refund

For clarity, the following are never refundable, except where Section 4 applies and has not been waived:

  • Consumed Credits. Once Credits have been used to generate Output, the corresponding fee has been earned. Variance in Output quality, refusals to generate, safety-filter activations, hallucinations, latency, length, or formatting do not entitle you to a refund of consumed Credits.
  • Renewal of a subscription you forgot to cancel, where Section 3.3 (mistaken purchase) does not apply because the Plan has been used during the new billing period.
  • Promotional, trial, or free Credits, which have no monetary value.
  • Account credits applied as goodwill, which are not exchangeable for cash and may expire.
  • Fees attributable to your breach of the Terms of Service or this Policy, or to your fraud, chargeback abuse, sanctions violation, or other unlawful conduct.
  • Fees for services correctly delivered that you did not use, or that did not meet your subjective expectations.
  • Foreign-exchange or bank fees imposed by your card issuer, bank, or payment provider.
  • Charges that are more than 90 days old, except where required by law or expressly required by Section 4.

6. How to Request a Refund

6.1 Where to send the request

Email [email protected] (or [email protected] if billing is unreachable) from the email address registered to your Account, with the subject line "Refund request — [your account email]".

6.2 Information to include

  1. Your account email address and, where applicable, the Team workspace name.
  2. The date and amount of the charge, the Stripe payment-intent id (pi_...) or charge id (ch_...) where you have it, or the last four digits of the card.
  3. The reason for the refund request, mapped to one of the categories in Sections 3 or 4.
  4. For mistaken-purchase requests under Section 3.3, a brief description of the intended purchase.
  5. For Service-failure requests under Section 3.2, the feature affected, the time window of the failure, and any error messages or screenshots.
  6. For statutory withdrawal requests under Section 4, an unambiguous statement that you are exercising the right of withdrawal.

6.3 Verification

We may need to verify that you are the Account owner or that the request is genuine before issuing a refund. We may ask you to confirm details of the Account, send a verification email, or (in cases of suspected fraud) provide additional evidence. We may decline a request that is manifestly unfounded, excessive, or that we have reasonable grounds to suspect is fraudulent.

6.4 Decision

We aim to acknowledge refund requests within two (2) business days and to issue a decision within five (5) business days of receiving the information needed to evaluate the request. Complex cases (for example, multi-month disputes, Team-Owner disputes, or alleged Service failures requiring investigation) may take longer; we will keep you informed.

6.5 Method and timing of payment

Refunds are issued to the original payment method used for the charge. If the original method is no longer available (for example, the card has expired or been closed), we will issue the refund to a replacement method that we can verify belongs to you. Once issued by us, the refund is typically credited to your card statement within five (5) to ten (10) business days, depending on your bank or card issuer; we have no control over that bank-side processing time.

6.6 Currency

Refunds are issued in the same currency as the original charge. We do not bear losses caused by currency fluctuation between the date of the original charge and the date of the refund, except where required by law.

7. Chargebacks and Disputes

If you believe a charge is incorrect, please contact [email protected] before initiating a chargeback with your bank or card issuer. We aim to resolve genuine billing disputes quickly and a chargeback is rarely necessary.

A chargeback that is initiated without first contacting us in good faith, or that is contradicted by usage records (for example, where a substantial portion of the purchased Credits has been consumed), will be contested. Where a chargeback is upheld in your favour, we may suspend or close the Account associated with the charge and we may decline future business. Repeated, abusive, or fraudulent chargebacks are a breach of the Terms of Service and may be referred to the relevant card-network programs and to law enforcement.

8. Refunds and the Affiliate Program

If a referred end-user is refunded under this Policy or charges back, the corresponding Affiliate commission is reversed (clawback) regardless of whether the commission has already been paid out. Where a clawback exceeds the Affiliate’s current unpaid balance, the negative balance carries forward and is offset against future commissions, or, in cases of fraud or abuse, may be invoiced to the Affiliate.

9. Refunds on Termination by Flash AI

  • Termination for breach. If we terminate your access for breach of the Terms of Service or applicable law, no refund is owed for the unused portion of a paid Plan or for unused Credits, except as required by applicable law.
  • Termination for our convenience. If we terminate for our convenience (for example, because we discontinue a feature, sunset a Plan, or wind down operations), we will provide reasonable advance notice and a pro-rata refund or credit of the unused, unexpired portion of any paid Plan, calculated from the effective termination date.

10. Tax and Invoices

Refunds include any tax (such as VAT or Singapore GST) that was charged on the original transaction, unless local tax law requires otherwise. A revised invoice or credit note will be issued where required. You remain responsible for any tax consequences of receiving a refund in your jurisdiction.

11. Force Majeure

We are not liable for refunds where the Service is interrupted or impaired by circumstances beyond our reasonable control, including failures of upstream AI Providers, internet or telecommunications failures, government action, or natural disasters. Section 25 of the Terms of Service applies. Where a force-majeure event extends for more than thirty (30) consecutive days and materially deprives you of the benefit of a paid Plan, we will, on request, issue a pro-rata credit for the affected period.

12. Changes to this Policy

We may update this Policy from time to time. If the changes are material we will provide reasonable notice (for example by email to your registered address or through an in-product banner) before they take effect. The "Effective date" at the top of this Policy reflects the latest update. The Policy in effect at the time of your charge is the Policy that applies to that charge.

13. Contact

For refund requests or questions about this Policy:

Alternative Data Pte. Ltd.
68 Circular Road, #02-01
Singapore 049422
Billing / refunds: [email protected]
General support: [email protected]
Legal notices: [email protected]

For data-protection questions arising from a refund (for example, deletion of personal data attached to a refunded transaction) you may contact our Data Protection Officer and EU/UK Article 27 representative directly:

Financial Technology OÜ
Attn: Data Protection Officer for flash.ai
Narva mnt 5, Kesklinna linnaosa
Tallinn, Harju maakond 10117, Estonia
Email: [email protected]