Refund Policy

BrandWeave is operated by Ide8 Technologies (Pty) Ltd and payments are processed through Paddle, our Merchant of Record. Paddle handles all billing, tax collection, and payment processing on our behalf.

This Refund Policy applies to all subscription plans and credit top-up purchases made through the BrandWeave platform. We are committed to balancing fair treatment of our customers with the sustainability of the platform.

2.1 Cancellations. You may cancel your subscription at any time through your account settings or the Paddle customer portal. Cancellation takes effect at the end of the current billing period. You will continue to have access to paid features until the end of the period for which you have paid. No pro-rata refund is issued for the unused portion of a billing period following cancellation, unless:

• Mandatory consumer-protection law in your jurisdiction requires a pro-rata refund; or
• We determine, in our sole discretion, that a partial refund is appropriate given the circumstances of your request.

2.2 New Subscriptions. If you signed up for a subscription and have not used any paid features or consumed any AI-generation credits within your first billing period, you may request a full refund within 7 days of the initial subscription charge by contacting support@brandweave.io. Approval is subject to verification of non-use.

2.3 Automatic Renewals. If your subscription renews automatically and you wish to dispute the charge, you must contact us within 48 hours of the renewal billing date. Refunds of renewal charges will only be considered if you have not used any paid features since the renewal date. We recommend cancelling your subscription before the renewal date if you no longer wish to continue.

2.4 Plan Upgrades & Downgrades. If you upgrade your plan mid-cycle, any additional charge is calculated on a pro-rated basis by Paddle. Downgrades take effect at the end of the current billing period and do not attract a partial refund for the difference.

Brand Credits purchased as one-time top-ups are subject to the following:

• Unconsumed credits: If you have purchased a credit top-up and none of the credits have been consumed, you may request a full refund within 48 hours of the purchase by contacting us. Approval is subject to verification that no credits have been used.
• Partially consumed credits: We will not issue refunds for any portion of a credit top-up that has been fully or partially consumed, except where required by applicable law.
• Expired credits: Credits that have expired (where applicable) are non-refundable.

If you are dissatisfied with the quality or performance of the Service - including but not limited to poor AI output quality, significant feature unavailability, or unresolved technical issues - you may submit a performance-related refund request. The following conditions apply:

• 48-hour submission window: Performance-related refund requests must be submitted within 48 hours of the billing event to which they relate. Requests received after this window will not be considered for a refund, though we remain committed to resolving any service issues you experience.
• Evidence required: You must provide a clear description of the issue, the specific features or outputs affected, and (where applicable) screenshots or examples of the problem.
• Assessment: Each request is reviewed on a case-by-case basis. We may first offer a technical resolution, service credit, or supplementary credits before issuing a monetary refund.
• AI output quality: AI-generated outputs are probabilistic and inherently variable. Dissatisfaction with the creative style or aesthetic quality of generated outputs alone does not automatically entitle you to a refund. However, we take reports of consistently poor or degraded output quality seriously and will investigate all such reports.

To submit a performance-related refund request, use the support form in your account and select the "Billing Query" request type.

Nothing in this Refund Policy affects your statutory rights under the consumer protection laws of your jurisdiction.

European Union users have a right of withdrawal of 14 days from the date of purchase under the EU Consumer Rights Directive (2011/83/EU). However, by expressly requesting immediate access to the digital Service and using any features during this period (including generating any content or consuming any credits), you acknowledge that the Service has been partially performed and your right of withdrawal may be reduced or waived to the extent of services already rendered.

United Kingdom users have equivalent rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The same conditions regarding partial performance of digital services apply.

Australian users may have rights under the Australian Consumer Law, including guarantees of acceptable quality.

South African users may have rights under the Consumer Protection Act, 68 of 2008, including the right to return goods of poor quality within 10 business days of delivery.

If you are unsure of your local statutory rights, we recommend seeking independent legal advice or contacting your national consumer protection authority.

The following are generally non-refundable:

• Subscription fees for billing periods during which the Service was actively used;
• Credits that have been consumed (used to generate content, run AI processes, or access paid features);
• Charges resulting from a failure to cancel a subscription before the renewal date (unless the renewal occurred within 48 hours of the cancellation request being submitted);
• Accounts suspended or terminated due to violations of our Terms & Conditions, including prohibited use and acceptable use violations;
• Dissatisfaction with the subjective aesthetic quality of AI-generated outputs (e.g., "I don't like the style"), where the Service functioned correctly;
• Charges related to third-party services (e.g., domain registrations, LinkedIn integrations) where the third-party provider has its own refund policy;
• Performance-related refund requests submitted more than 48 hours after the relevant billing event.

To request a refund:

1. In-app support (preferred): Log in to your BrandWeave account, navigate to Dashboard → Support, and submit a request with type "Billing Query". Describe your issue and include the relevant billing date and amount.
2. Email: Send an email to support@brandweave.io with the subject line "Refund Request — [your account email]". Include your account email address, the date and amount of the charge, a description of the issue or reason for the request, and any supporting evidence (screenshots, error messages, etc.).

We may request additional information to verify your identity and account before processing a refund.

Review: We aim to acknowledge refund requests within 2 business days and to provide a decision within 5 business days of receipt of all required information.

Approved refunds: Where a refund is approved, it will be processed through Paddle back to the original payment method used at the time of purchase. Depending on your bank or card issuer, the refund may take 5–10 business days to appear on your statement after processing.

Currency: Refunds are issued in the same currency as the original charge. We are not responsible for exchange-rate fluctuations between the date of purchase and the date of refund.

Taxes: Where applicable, taxes paid on the original purchase will be included in any refund processed by Paddle.

If you have any questions about this Refund Policy or your refund request, please contact us:

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