Refund Policy

1. Subscriptions

Monthly and annual subscriptions are billed in advance and non-refundable for periods already commenced, except as required by law or as expressly stated in this Policy.

• You may cancel at any time. Cancellation takes effect at the end of the then-current paid period; you keep access until then.
• If we materially reduce the functionality of a paid plan, you may terminate within the notice period and receive a pro-rata refund of pre-paid fees attributable to the unused remainder of the term (see Terms of Service §4).
• Annual subscriptions are not refundable for change of mind partway through the term.

2. Forecast Credits

• Forecast Credits are non-refundable once purchased and do not expire while your account remains active and in good standing.
• If we terminate your account for convenience (other than for your breach), we will refund the pro-rata value of unused Credits at the original purchase price within 30 days, net of any third-party processing fees actually incurred.
• If your account is terminated for cause under the Terms of Service, unused Credits are forfeited.
• On voluntary account closure, you may request a refund of unused Credits purchased within the preceding 60 days; older unused Credits are non-refundable but remain available if you reactivate the account within 12 months.

3. Free Trials

If we offer a free trial that converts to a paid subscription, we will charge the disclosed fee at conversion unless you cancel before the trial ends. We will send a reminder by email at least 3 days before the trial converts.

4. Service-Issue Refunds

You may request a service credit or refund if the Service has experienced:

• Sustained outage — continuous unavailability of a core feature for more than 4 consecutive hours, or monthly uptime below 99.0 % as measured by our internal monitoring; or
• Material defect — inability to use a core feature listed in the Documentation for more than 7 consecutive days despite a timely support ticket.

Remedy. We will issue a pro-rata service credit equal to the affected portion of the subscription fee for the impacted period. Where a service credit is not feasible (for example, on account termination), we will refund the equivalent amount. Service credits are the primary remedy; refunds are issued where credits cannot reasonably be used.

This Section is in addition to, and does not limit, any non-excludable statutory remedy.

5. Singapore Consumers — Statutory Rights (CPFTA Lemon Law)

If you are a consumer resident in Singapore, you have statutory rights under the CPFTA. In particular, if the Service does not conform to the contract at the time of supply, you may be entitled to repair, replacement, a reduction in price, or rescission, within six months of supply, in accordance with Part III of the CPFTA. These rights apply regardless of the terms above.

6. EU / UK Consumers — 14-Day Cooling-Off

If you are a consumer ordinarily resident in the European Union or the United Kingdom, you have the right to withdraw from a purchase of digital services within 14 days of the contract date, without giving any reason, under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013.

Loss of cooling-off right. If you ask us to begin performance of the Service during the 14-day period (which is the default when you begin using a paid subscription or consume Forecast Credits), and you expressly acknowledge that you lose the right of withdrawal upon full performance, the right of withdrawal is extinguished once the Service has been fully performed. For ongoing subscriptions, where you have started use within the cooling-off period and then withdraw, we may deduct an amount proportionate to the Service used before the withdrawal.

7. Taxes

Purchases of the Service are processed by Paddle as merchant of record. Where Paddle collected sales tax, VAT, GST, or similar transaction tax on the original purchase, Paddle will refund that tax proportionally with the refund. Third-party payment-processor fees (for example, foreign-exchange or card-network fees) are generally non-refundable and may be deducted from the refund. We will disclose any such deduction at the time of refund.

8. How to Request a Refund

Send an email to contact@torchcast.ai from the email address on the account, including:

• the Paddle invoice or transaction number;
• the date of purchase;
• the amount; and
• a brief description of the issue and the remedy you are requesting.

Service levels.

• We will acknowledge your request within 3 business days.
• We will issue a substantive response (approve, deny, or request more information) within 7 business days.
• Approved refunds are processed by Paddle to the original payment method. Paddle typically processes refunds within 3–5 business days of approval; time to appear on your statement depends on your bank or card network.

9. Disputes and Chargebacks

Please contact us before initiating a chargeback with your card issuer; we can almost always resolve issues faster directly. Unjustified chargebacks may result in suspension under the Terms of Service. If we are unable to resolve a refund dispute, Singapore consumers may contact the Consumers Association of Singapore (CASE) or, for financial-services disputes where eligible, the Financial Industry Disputes Resolution Centre (FIDReC). Other disputes are resolved as set out in the Terms of Service.

10. Changes to This Policy

We may update this Policy from time to time. For changes that materially affect your refund rights, we will give at least 30 days' prior notice by email or in-Service notification. The version in effect at the time of your purchase governs that purchase.

11. Contact

Torchcast Pte. Ltd.
Email: contact@torchcast.ai