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 come in two types, with different expiry and refund treatment:

Subscription Credits. Credits included as part of a subscription plan expire at the end of the billing period in which they are issued (monthly for monthly plans, annual for annual plans). Unused Subscription Credits do not roll over to subsequent billing periods, regardless of plan renewal. Subscription Credits are non-refundable.

Top-up Credits. Credits purchased separately on a one-off basis expire 365 days from the date of purchase. Top-up Credits may only be purchased while you have an active paid subscription. Top-up Credits are non-refundable once purchased, except:

• If we terminate your account for convenience (other than for your breach), we will refund the pro-rata value of unused Top-up 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 of either type are forfeited.

On voluntary account closure, any unused Top-up Credits are forfeited. Non-expired Top-up Credits remain on your account through their 365-day expiry, but Forecast Credits can be consumed only while your organisation has an active paid subscription or trial access. If your subscription lapses, preserved Top-up Credits cannot be consumed until active or trial access is restored.

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 Credits

We will issue a service credit, on a case-by-case basis acting reasonably, where the Service has experienced a sustained outage of a core feature or a material defect that has prevented you from making meaningful use of the Service for an extended period despite a timely support ticket.

Service credits are the primary remedy; refunds (in the form of a credit note or refund to original payment method) are issued only where a service credit cannot reasonably be applied (for example, on account termination).

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

5. Singapore Consumers — Statutory Rights

If you are a consumer resident in Singapore, you have statutory rights under the Consumer Protection (Fair Trading) Act 2003. 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

Where we collected Singapore GST or any other transaction tax on the original purchase, we 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 Stripe invoice, wire 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 Stripe to the original payment method for Stripe-processed payments, or by bank transfer for wire payments. Stripe typically processes refunds within 5–10 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 AI Pte. Ltd.
Email: contact@torchcast.ai