Cancellation and Refund Policy

Pisces AI Manager is a digital service delivered immediately. Because the software, managed models, and credit become usable as soon as payment is made, refunds are not provided as a general rule and are considered only in the cases expressly listed below. All prices, allowances, and plan tiers are those shown on the pricing page at the time of purchase.

Statutory rights are preserved

This policy does not affect mandatory consumer rights granted by applicable law, including the Malaysian Consumer Protection Act 1999 and the mandatory rules of the customer’s own jurisdiction. Where any term of this policy conflicts with those mandatory rules, the law prevails and the remaining terms continue to apply.

Digital content and immediate delivery

At checkout the customer expressly requests that we begin performing the service and release the corresponding credit immediately, and acknowledges that once performance has begun, or once any amount of Credit, Monthly Credit, or Promotional Credits has been consumed, the customer waives the statutory right of withdrawal and any cooling-off period to the extent permitted by applicable law. This mirrors the digital-content exemption in Article 16(m) of the EU Consumer Rights Directive and regulation 37 of the UK Consumer Contracts Regulations 2013.

Software subscriptions

A 30-day free trial is provided as the means of evaluation, and the customer is expected to confirm during that trial whether the software meets their needs. A paid period that has already started is therefore not prorated and is not refunded because the customer changed their mind after using it for a few days.

Customers may cancel at any time by themselves in the Stripe Customer Portal. Cancellation takes effect at the end of the current paid period, access continues normally until then, and no further reminder is issued.

Credit (Wallet Credit, does not reset monthly)

• If any amount of the Credit from that purchase has been consumed, the purchase is not refundable.
• A purchase that remains entirely unconsumed may be refunded in full if the request is made within 14 days of the charge.
• We process at most one refund of unconsumed Credit per account in any 12-month period.
• A partially consumed purchase is not partially refunded; the remaining balance stays in the account for continued use.

Managed AI subscriptions (Monthly Credit)

• Monthly billing: once the Monthly Credit for the period has been released, the period is not refundable if any of it has been consumed; if none has been consumed and the request is made within 7 days of the start of that billing period, the fee for that period may be refunded.
• Annual billing: a full refund may be requested within 14 days of the charge provided that cumulative consumption does not exceed 10% of the first month’s released allowance; beyond that, no refund is given and cancellation takes effect at the end of the current annual period.
• Because Monthly Credit is released per billing period and is cleared at the end of each period, we do not prorate refunds for unused months.

When we do refund

• The same order was charged more than once.
• The amount was calculated or billed incorrectly.
• A charge was taken after cancellation had already taken effect.
• The payment processor made a processing error.
• A failure on our side made the service unusable and we did not remedy it within a reasonable time.
• Applicable law requires a refund.

Abuse and bad-faith conduct

The following are treated as abuse of this policy:

• Requesting a refund after consuming any amount of credit, or filing a chargeback for a service that was delivered and used.
• Consuming the Credit from a purchase in full and then requesting a refund on the basis that it was not needed or not used.
• Paying for a monthly Managed AI subscription, using that period’s Monthly Credit, then cancelling within the same billing period and demanding the period fee back.
• Buying a paid subscription immediately after the 30-day software trial ends and then demanding a full refund on the basis that the payment was just made, while continuing to use the service.
• Repeatedly cycling through purchase, refund, and repurchase in order to use the service for free.
• Using multiple accounts to claim the free trial or a referral reward more than once.
• Sharing, reselling, or publishing a license key, or bypassing the device limit.
• Opening another account to keep using the same service after receiving a refund.
• Making false statements in a refund request, in a payment dispute, or in identity information.

Where such conduct is established, we will decline the refund request, void all remaining Credit, Monthly Credit, and Promotional Credits in the account, terminate the account and its licenses, decline to serve that customer and any linked accounts again, and reserve the right to recover the service fees already incurred, dispute-handling fees, and losses through legal means.

Records we keep and submit in a payment dispute

• Agreement acceptance records: the agreement slug, version number, SHA-256 hash of the document content, acceptance time, IP address, and user agent.
• Product-level enforcement: an account that has not accepted the current version of the agreements cannot purchase Credit and cannot use managed models.
• Credit ledger entries: grants, reservations, settlements, releases, and manual adjustments, each with a timestamp and an idempotency key.
• Usage records: input, output, cached, and total token counts broken down by project, connection, and model, together with the time of each call.
• License activation records: the device fingerprint hash, device name, software version, and last verification time.
• Stripe invoices and receipts.
• The Stripe Customer Portal entry point through which the customer could cancel without assistance.
• Support correspondence by email.

These records are retained for the periods required for payment-dispute handling and tax regulations, and may be submitted when requested by a card issuer, a payment processor, or a competent authority.

How to request a refund

Email admin@thinkboxproduction.com or thinkboxprod@gmail.com with the order number and the reason for the request. A request must be made within 14 days of the charge; later requests are not accepted. We reply within 7 business days of receiving the complete information.

Failed payments and third-party charges

Failed payments may enter a limited grace period, after which the license stops. Third-party AI subscriptions and API charges are billed by those providers and are outside the Pisces AI Manager refund policy.