Refund Policy
We’d rather be clear up front than argue later. Here is exactly when money moves and when it doesn’t.
Only the Units a generation actually used are spent. Nothing is held back when a reading starts, and there is no ceiling on what one can cost: the charge is the tokens the answer really used, settled once it finishes. A reading already underway always completes, even if settling it takes the balance below zero — the next request is what gets refused, never the one being written.
01 Why Units aren’t refundable
A Unit pays for model usage. Because that compute is delivered immediately, Units actually consumed by a generation are non-refundable. The same metering applies to interrupted readings and follow-up questions: only measured usage is charged, up to the published maximum accepted before generation. Units have no cash value and cannot be transferred or exchanged for money.
02 Prepaid purchases
BourneWise sells one-time Unit packs and recurring monthly or annual subscriptions that include Units. One-time packs do not renew automatically. Subscriptions renew until canceled from your account.
- Completed Unit-pack purchases are generally non-refundable except where required by law or where an exception below applies.
- Canceling a subscription stops the next renewal; the current paid period and Units already granted remain available.
- We do not expire a purchased balance or charge an inactivity fee.
03 When we will make it right
Rules have edges, and we honour them:
- Duplicate or failed charges — billed twice, or charged for Units that never reached your ledger? We’ll refund or re-credit in full.
- Service failure — Units consumed but no reading returned due to a fault on our side are re-credited automatically; if not, tell us and we’ll fix it.
- Unauthorised purchase — a charge you didn’t make or authorise will be investigated and refunded where confirmed.
04 Your statutory rights
Nothing here removes rights you have under the consumer law where you live. Some places give a cancellation window for digital purchases; where that applies, note that by asking a casting you request immediate performance and acknowledge that, once the casting is drawn, that right is used up for those Units. Your local rights still prevail over anything in this policy that conflicts with them.
05 How to ask
Write to hello@bournewise.com within 30 days of the charge, from the email on your account, with the date and amount. We aim to reply within two business days, and approved refunds return to the original payment method within 5–10 business days.