Last Updated: 22nd April 2026 (V4.0.0) --- 1. General Policy All payments made to Monorail AI Ltd are final and non-refundable unless expressly stated otherwise in this Policy or required by applicable law. By purchasing or using the Services, you acknowledge and agree that you will not be entitled to a refund except in the limited circumstances described below. --- 2. Nature of Digital Services The Services provided by Monorail AI Ltd are digital, on-demand, and irrevocable in nature. Access to the Platform, including the ability to generate AI outputs, consume credits, or use any paid feature, constitutes immediate performance of the Services. Accordingly, you acknowledge that: * Services are deemed fully or partially performed upon access or use * you waive any rights to withdrawal, cancellation, or cooling-off periods to the maximum extent permitted by law * value is delivered instantly upon activation or use, regardless of outcome, quality, or satisfaction --- 3. Usage-Based Charges and Credits All usage-based charges are final. This includes, but is not limited to: * token usage * API calls * generated outputs * compute and processing consumption Credits: * are consumed upon use * are non-refundable, non-transferable, and non-exchangeable * may expire or be forfeited in accordance with applicable terms No refunds will be issued for partially used, unused, or expired credits under any circumstances. --- 4. Subscriptions, Renewals, and Downgrades Subscriptions are billed in advance on a recurring basis. By subscribing, you agree that: * subscriptions automatically renew unless cancelled or downgraded before the renewal date * cancellation or downgrade prevents future billing but does not affect charges already incurred * no refunds will be provided for unused time, partial billing periods, or failure to cancel or downgrade in time If you do not wish to continue a paid subscription, you may downgrade your account at any time. A free-tier or freemium version of the Platform may be made available for users who wish to continue using limited functionality without ongoing charges. Downgrading: * takes effect at the end of the current billing period unless otherwise specified * does not retroactively refund any fees already paid * may result in loss of access to paid features, limits, or stored resources You are solely responsible for managing your subscription status, including cancellation or downgrade actions. --- 5. Billing Responsibility and Account Control You are responsible for all charges incurred under your account, including: * usage by authorised users * usage by team members, employees, or collaborators * usage resulting from compromised credentials where reasonable security measures were not taken * API or integration usage linked to your account Charges incurred due to failure to secure your account, monitor usage, or configure limits are not eligible for refund. --- 6. Billing Errors and Dispute Window If you believe you have been charged in error, you must notify us within 14 days of the relevant charge. Your request must include: * account identification details * transaction reference * a clear explanation of the suspected error Failure to provide timely notice or sufficient information may result in denial of the claim. We reserve sole discretion to determine whether a billing error has occurred and whether a refund is appropriate. --- 7. Exceptional Refunds Refunds may be granted only at our sole discretion and are not guaranteed. We may consider issuing a refund in limited circumstances such as: * verified technical failure preventing access to paid Services * duplicate or clearly erroneous charges * legal or regulatory requirements mandating reimbursement Refunds will not be issued for: * dissatisfaction with AI outputs * perceived quality issues * misunderstanding of Service capabilities * failure to use the Services All determinations are final. --- 8. Third-Party Costs and Irrecoverable Fees The Services rely on Third-Party Providers whose costs are incurred in real time. You acknowledge that: * such costs are immediately incurred upon usage * such costs are not recoverable by Monorail AI Ltd * such costs cannot be refunded under any circumstances This includes usage of services from providers such as OpenAI, Anthropic, and ElevenLabs. --- 9. Abuse, Exploitation, and Refund Avoidance We reserve the right to refuse refunds where we reasonably determine that a request is associated with: * abuse of the refund policy * attempts to extract value from the Services prior to requesting a refund * repeated or patterned refund requests * fraudulent, deceptive, or manipulative behaviour We may monitor account activity, usage patterns, and transaction history to detect such behaviour. Accounts engaged in abuse may be suspended or permanently terminated. --- 10. Chargebacks and Payment Reversals Initiating a chargeback or payment dispute without first contacting us constitutes a breach of this Policy and the Terms of Service. In the event of a chargeback: * your account may be immediately suspended or terminated without notice * access to Services may be revoked permanently * any associated data or content may be deleted * outstanding balances may become immediately due and payable We reserve the right to: * contest chargebacks with supporting evidence, including usage logs, IP records, timestamps, and acceptance of these Terms * recover losses through legal or collection processes Repeated or abusive chargebacks may result in a permanent ban from the Platform. --- 11. Service Access as Consideration You acknowledge that: * payment is made in exchange for access to the Platform and computational resources * access itself constitutes delivery of value, regardless of actual usage levels * non-use or underuse of the Services does not create entitlement to a refund --- 12. Statutory and Consumer Rights Nothing in this Policy excludes or limits rights that cannot be excluded under applicable law. Where mandatory consumer protection laws apply, including in the UK or EU: * refunds will be provided only to the minimum extent required * any statutory cooling-off rights may be waived where lawful upon immediate access to digital services Where a conflict exists between this Policy and applicable law, the law shall prevail only to the extent required. --- 13. Policy Enforcement and Interpretation All determinations regarding refunds, eligibility, disputes, and enforcement are made at the sole discretion of Monorail AI Ltd. We reserve the right to interpret and apply this Policy in a manner consistent with preventing abuse, protecting the integrity of the Platform, and recovering operational costs. --- 14. Modifications to this Policy We may update or modify this Refund Policy at any time. Updated versions will be published on the Platform and will take effect immediately unless otherwise stated. Continued use of the Services following any changes constitutes acceptance of the updated Policy. --- 15. Contact [support@mnrl.app] --- END