Refunds & cancellation.

1. Checkout and charge

AddBrains accepts a payment only through a live, server-generated quote. The quote records the USD service-entitlement amount, flat 6% AddBrains service fee, charge currency EUR, applicable VAT or tax, FX evidence, exact policy versions, and a gross all-in total. The closed-gate example is USD 25.00 entitlement plus USD 1.50 fee, converted to EUR 22.50 plus EUR 1.35, 20% VAT EUR 4.77, total EUR 28.62.

A failed, cancelled, expired, duplicate, or uncertain payment does not issue service entitlement. See Checkout information and Payment confirmation information.

2. Customer classification

Unless AddBrains has completed server-side verified business onboarding, the consumer-safe policy applies. An unsupported self-declaration does not remove mandatory consumer rights. A verified business relationship may have separate commercial terms only when those terms are published and recorded for that account.

3. Statutory withdrawal

Unless a lawful exception applies, an EU consumer generally has 14 days from conclusion of a distance contract to withdraw without giving a reason. Send an unambiguous statement to [email protected] or [email protected], identifying the account and order without emailing an API key.

This policy does not replace the statutory period with a blanket 24-hour rule. A shorter commercial window cannot reduce a mandatory right.

4. Immediate performance and consumed use

Before beginning performance during a withdrawal period, checkout must ask separately for an express request to begin immediately and a separate acknowledgement of the withdrawal consequence stated there. The choice must be recorded with the order and delivered in the durable confirmation.

If a consumer lawfully withdraws after requesting immediate performance, AddBrains may deduct only the proportionate value of service actually supplied where applicable law permits. The usage ledger and purchase provenance determine the consumed amount. An exact metered amount is used instead of an unsupported estimate.

The flat 6% AddBrains service fee is not automatically excluded from a statutory refund. Its treatment follows the applicable law, the tax record, and the documented reason for the refund. No commercial term overrides a mandatory refund.

5. Failure to supply and lack of conformity

Mandatory consumer remedies remain available when the service is not supplied, is not supplied as agreed, or lacks required conformity. Depending on applicable law and circumstances, remedies may include bringing the service into conformity, a proportionate price reduction, termination, and reimbursement. Provider unavailability does not remove rights that cannot lawfully be excluded.

Report a failed or materially non-conforming request to support promptly with its request identifier and without sending prompt content, a password, or an API key.

6. Failed, duplicate, or uncertain payments

• Failed or cancelled: no purchased service entitlement is issued; any temporary authorization is handled through the payment flow.
• Duplicate: the duplicate is investigated and, when confirmed, reversed without consuming a second entitlement.
• Partially fulfilled: confirmed and unfulfilled portions are reconciled separately; an eligible refund covers the relevant amount.
• Outcome uncertain: AddBrains does not guess or submit a duplicate payment; the order enters reconciliation and entitlement remains held.
• Provider refund failure: the internal refund remains pending and auditable; it is not marked complete until authenticated provider completion is verified.

7. Unused and partly consumed entitlement

Purchased entitlement remains tied to its original order. A refund decision distinguishes unused purchased entitlement from metered consumption, promotional credits, test grants, and administrative adjustments. A refund reverses only the eligible provenance and cannot create a negative or duplicated balance.

For customers who are not exercising a statutory right, AddBrains may accept a request for a refund of unused purchased entitlement made within 24 hours of the transaction, subject to payment reconciliation and applicable law. After that period, a refund remains available where required by law, a confirmed AddBrains fulfilment failure, a duplicate payment, or another documented exception. Consumed service is not refunded except where a mandatory remedy requires it.

8. Refund decision and execution

Refunds are idempotent: repeating an approved instruction cannot refund twice. AddBrains records the request, decision basis, original order, eligible amount, consumed amount, fee and tax treatment, provider reference, ledger reversal, status, timestamps, and actor.

Where law requires, reimbursement is made without undue delay and within the applicable deadline, ordinarily through the original payment method unless you expressly agree otherwise and law permits. AddBrains does not impose a payment-method surcharge for receiving a refund. A provider-unconfirmed refund remains pending until verified completion.

9. Chargebacks and disputes

A chargeback may freeze related unconsumed entitlement while the payment state is investigated. A chargeback is not silently treated as a completed refund. Reversal, settlement, partial refund, chargeback, and chargeback-reversal states remain separate and reconcilable. Contact support first when practical, but doing so does not remove a statutory or payment-scheme right.

10. Request help

Email [email protected] or [email protected]. Include the account email, internal order identifier, reason, and requested outcome. Never send a password, API key, payment-card data, or provider credential by email. The Support and Privacy Requests page explains safe request handling.