Refund Policy

1. Subscription Model

Mosaic Suite is offered on a recurring subscription basis (monthly or annual). By subscribing, you authorise Scalemind AI to charge your chosen payment method at the start of each billing period. All prices are displayed inclusive of applicable taxes where required by law.

• Monthly plans are billed every 30 days.
• Annual plans are billed once per year and are eligible for a discounted rate compared to the equivalent monthly total.

2. Free Trial Period

Where a free trial is offered, you will not be charged until the trial period ends. You may cancel at any time during the trial to avoid being billed. No refund is applicable for charges incurred after the trial period has ended if you did not cancel before the trial concluded.

3. 14-Day Money-Back Guarantee

If you are not satisfied with Mosaic Suite, you may request a full refund within 14 calendar days of your initial subscription purchase (first-time subscribers only). To be eligible, you must:

• Submit your refund request to info@scalemindai.com within 14 days of the charge date.
• Include the email address associated with your account and the approximate date of payment.
• Not have previously received a refund on a Mosaic Suite subscription.

Approved refunds will be processed to the original payment method within 5–10 business days, depending on your card issuer or bank.

4. Renewals & Recurring Charges

Subscription renewals (monthly or annual) are non-refundable once the billing cycle has commenced, except where required by applicable consumer protection law. If you do not wish to renew, you must cancel your subscription at least 24 hours before the next renewal date.

You can cancel your subscription at any time from your account settings or by contacting us at info@scalemindai.com. Cancellation takes effect at the end of the current billing period; you retain access to all paid features until that date.

5. Annual Plan Cancellations

• If you cancel an annual plan within 14 days of the initial purchase date and qualify under Section 3, you are entitled to a full refund.
• Cancellations of annual plans after the 14-day window are not eligible for a pro-rata refund for the remaining months, except where required by law.
• Upon cancellation, your account will remain active until the end of the current annual billing period.

6. Plan Upgrades & Downgrades

Upgrades: When you upgrade to a higher-tier plan mid-cycle, the cost difference is prorated and charged immediately. The 14-day money-back guarantee does not apply to plan upgrades.

Downgrades: Downgrading takes effect at the start of your next billing cycle. No refund or credit is issued for the unused portion of a higher-tier plan.

7. AI Usage & Credit Consumption

AI credits and generation quotas consumed during an active subscription period are non-refundable, as they represent computing resources already incurred. This does not affect your rights under the 14-day money-back guarantee in Section 3.

8. Service Disruptions

If Mosaic Suite experiences a material and extended service outage that significantly impacts your ability to use the platform, you may be eligible for a pro-rata service credit. Credits are applied to your next billing period and are not redeemable for cash. To report a disruption, please contact us at info@scalemindai.com.

9. Exceptional Circumstances

We may grant refunds outside these terms at our sole discretion in genuine exceptional circumstances (e.g., serious billing errors, bereavement, or demonstrable technical fault on our part). Such requests are evaluated individually and are not a guarantee of future refund eligibility.

10. Consumer Rights

Nothing in this Refund Policy limits or excludes your statutory rights under applicable consumer protection legislation, including the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive. Where your statutory rights provide greater protection than this policy, those rights shall take precedence.

11. How to Request a Refund

To submit a refund request, please email us at info@scalemindai.com with:

• Subject line: Refund Request – info@scalemindai.com
• Your full name and the email address registered to your Mosaic Suite account.
• The date of the charge and the amount billed.
• A brief reason for your request (this helps us improve).

We will acknowledge your request within 2 business days and aim to resolve all refund decisions within 7 business days of receipt.

12. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or in-app notification at least 14 days before the changes take effect. Continued use of Mosaic Suite after the effective date constitutes acceptance of the updated policy.

Last Updated: April 10, 2025