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Refund Policy

Last Updated: February 4, 2025 | Effective Date: February 4, 2025

At TimeTwin, we are committed to customer satisfaction and transparency. This Refund Policy explains the circumstances under which refunds may be granted, the process for requesting refunds, and your rights as a consumer.

1. Understanding Our Digital Product

1.1 Nature of Service

TimeTwin is a digital service that provides:

• Instant AI-generated fictional character content
• One-time purchase model ($6.99 USD per generation)
• Immediate digital delivery upon successful payment
• Unique, non-reproducible creative output

1.2 Delivery Process

1. User completes payment through Polar
2. AI generation begins immediately
3. Character content is displayed within the application
4. Character is automatically sent to the email address provided during checkout
5. User can download and share the generated content

The service is considered fulfilled upon successful display of the generated character.

1.3 Automatic Refund for Generation Failures

1.4 Email Delivery

2. Refund Eligibility

3. Consumer Rights by Region

3.1 European Union / European Economic Area (EU/EEA)

Under EU Consumer Rights Directive (2011/83/EU), you have a 14-day withdrawal right from the date of purchase. However, for digital content:

• By making a purchase and proceeding with generation, you expressly consent to immediate performance
• You acknowledge that you lose your withdrawal right once the digital content generation begins
• If you did not expressly consent or the content was not delivered, you retain full withdrawal rights

Your statutory rights under national consumer protection laws remain unaffected.

3.2 United Kingdom

Under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013:

• You have a 14-day cooling-off period for digital content purchases
• This right may be waived if you consent to immediate delivery and acknowledge loss of cancellation rights
• If the digital content is faulty, you are entitled to a repair, replacement, or refund

3.3 Australia

Under Australian Consumer Law:

• Services come with consumer guarantees that cannot be excluded
• You are entitled to a refund if services fail to meet consumer guarantees
• These rights apply regardless of any terms stating otherwise

3.4 California, USA

Under California Civil Code Section 1789.3:

• You may contact the Complaint Assistance Unit of the Division of Consumer Services
• California residents have specific rights regarding digital goods

3.5 Brazil

Under the Brazilian Consumer Defense Code (CDC):

• You have the right to withdraw from remote purchases within 7 days
• Defective products/services entitle you to repair, replacement, or refund

3.6 Canada

Under various provincial consumer protection laws:

• Cooling-off periods may apply depending on your province
• You have rights regarding services that fail to meet reasonable expectations

3.7 Other Jurisdictions

We comply with applicable consumer protection laws in your jurisdiction. If local laws provide greater protection than this policy, those laws will apply.

4. How to Request a Refund

4.1 Information Required

To process your refund request efficiently, please provide:

1. Email address used for the purchase
2. Transaction ID or receipt number from Polar
3. Date of purchase
4. Detailed description of the issue encountered
5. Screenshots (if applicable) showing any errors

4.2 Refund Request Process

1. Contact us through our website with subject line "Refund Request"
2. Include all required information listed above
3. We will acknowledge your request within 2 business days
4. Investigation and decision within 5 business days
5. If approved, refund processed within 3 business days

4.3 Refund Timeline

Stage	Timeline
Request acknowledgment	Within 2 business days
Decision communication	Within 5 business days of request
Refund processing (if approved)	Within 3 business days of approval
Funds appearing in your account	5-10 business days (depends on your bank)

5. Refund Processing

5.1 Payment Provider

Refunds are processed through our payment partner, Polar:

• Refunds are credited to the original payment method
• Processing times depend on your financial institution
• Currency conversion rates at time of refund may differ from purchase

5.2 Refund Amount

• Full refunds include the complete purchase price ($6.99 USD)
• Original payment processing fees may or may not be refunded depending on the situation
• Currency exchange differences are not compensated

6. Chargebacks and Disputes

6.1 Please Contact Us First

Before initiating a chargeback or payment dispute with your bank:

• Contact us directly - we aim to resolve issues quickly and fairly
• Chargebacks incur fees that harm small businesses
• We are committed to finding a fair resolution

6.2 Consequences of Unwarranted Chargebacks

If a chargeback is filed without first attempting resolution:

• We may provide transaction evidence to the payment processor
• Fraudulent chargebacks may result in permanent service ban
• We reserve the right to pursue recovery of fees incurred

6.3 Legitimate Disputes

We fully support your right to dispute unauthorized or fraudulent transactions. Legitimate disputes will not result in any penalty.

7. Special Circumstances

7.1 Service Outages

If TimeTwin experiences extended downtime affecting your purchase:

• We will proactively offer refunds or service credits
• Affected users will be notified via email when possible

7.2 Beta Features or Promotions

Purchases made during promotional periods or involving beta features:

• Are subject to the same refund policy
• Promotional pricing does not affect refund rights

7.3 Exceptions

We reserve the right to make exceptions to this policy at our sole discretion. Exceptional circumstances will be reviewed individually on their merits.

8. Abuse Prevention

To maintain service quality for all users:

• Excessive refund requests may be subject to additional review
• Patterns of abuse may result in service restrictions
• We reserve the right to refuse service to users who abuse the refund system

9. Contact Information

For refund requests or questions about this policy:

• Contact us through our website
• Use subject line: "Refund Request" or "Refund Policy Question"
• Include your transaction details for faster processing

10. Policy Updates

We may update this Refund Policy from time to time:

• Changes will be posted on this page with an updated date
• Material changes may be communicated via email
• The policy in effect at the time of your purchase applies to that transaction