Refund and Cancellation Policy

1. Scope

This Refund and Cancellation Policy applies to purchases, wallet top-ups, usage charges, platform fees, AI provider charges, taxes, and other paid features of MouseAi. It forms part of the Terms of Service. If mandatory consumer protection law gives you rights that cannot be waived, those rights continue to apply.

2. Wallet credits are final-sale digital credits

Wallet credits are prepaid credits for eligible MouseAi usage. They are not cash, stored-value funds, deposits, gift cards, securities, or transferable balances. They cannot be withdrawn, sold, transferred, exchanged for money, or redeemed outside the Service.

Because wallet credits are made available immediately for digital AI usage, all top-ups are final sale and non-refundable except as described in this policy or required by law.

3. Non-refundable items

Unless required by law or expressly approved by us in writing, we do not provide refunds or credits for:

• used AI analysis, AI detection, or other usage-based charges;
• unused wallet credits after you decide to stop using the Service;
• platform fees, service fees, processing fees, provider fees, model markups, or usage markups;
• taxes or currency conversion differences, except where refunding is required or supported by the tax/payment process;
• dissatisfaction with AI outputs, output quality, writing style, hallucinations, model behaviour, provider speed, or provider availability;
• temporary outages, maintenance, provider downtime, rate limits, or feature changes;
• account suspension or termination caused by violation of the Terms, Acceptable Use Policy, payment abuse, fraud risk, or chargebacks;
• failure to use credits before account closure, inactivity, or feature discontinuation; or
• purchases made by someone using your account, device, credentials, or payment method where our records do not show a billing error.

4. Cases where we may refund or credit

We may, in our discretion or where required by law, provide a refund, wallet credit adjustment, or correction for:

• duplicate charges caused by a MouseAi or payment processor error;
• incorrect amount charged compared with the amount shown at checkout;
• payment completed but wallet credits were not issued and cannot reasonably be reconciled;
• unauthorized payment where our investigation supports the claim;
• technical failure where the Service debited credits but did not deliver the requested paid action and no provider cost was incurred or recoverable; or
• another circumstance where applicable law requires a refund.

We may deny a refund where credits were consumed, output was delivered, provider costs were incurred, the issue was caused by user error or unsupported use, the request is abusive or fraudulent, or the request falls outside this policy.

5. How to request a refund or billing correction

Email support@mouseai.net with:

• your account email;
• payment date and amount;
• Stripe receipt, invoice, payment intent, or checkout session ID if available;
• description of the problem;
• screenshots or logs that support the request; and
• whether you are requesting a refund, wallet credit correction, or explanation.

Refund or correction requests should be submitted within 14 days of the charge or issue unless a longer period is required by law. We may request additional information to verify ownership, payment method, account activity, tax treatment, or suspected fraud.

6. Refund method, timing, and deductions

Approved refunds are generally returned to the original payment method through Stripe or the applicable payment processor. Timing depends on the payment method, processor, bank, card network, and country. We do not control bank or card issuer processing times.

If a refund is approved after wallet credits were issued, we may reverse the related wallet credits, debit your wallet, lock the disputed balance, or require repayment where credits were already used. If only part of a purchase is refundable, we may provide a partial refund or wallet credit adjustment. Taxes and fees may be refunded only where required by law or supported by the processor and tax rules.

7. Chargebacks and payment disputes

Please contact us before filing a chargeback so we can investigate and resolve the issue. If you file a chargeback or payment dispute, we may suspend the account, lock wallet credits, reverse credits, restrict paid features, submit evidence to the payment processor, and recover chargeback fees or negative balances to the extent permitted by law.

Fraudulent, abusive, or repeated chargebacks may result in permanent account termination and refusal of future service.

8. Cancellations and account closure

You may stop using the Service at any time. Closing your account does not automatically create a right to refund unused wallet credits or consumed usage. We may retain billing, tax, refund, chargeback, security, and legal records as described in the Privacy Policy.

If subscriptions, recurring plans, trials, marketplace purchases, partner plans, or enterprise agreements are introduced later, additional cancellation and refund terms may apply and will be disclosed before purchase or in the applicable order form.

9. Mandatory consumer rights

Nothing in this policy limits non-waivable rights under applicable consumer protection laws. If a mandatory law gives you a cancellation, cooling-off, refund, reversal, or statutory warranty right, we will comply with that law. Because digital services and immediate-access wallet credits may be treated differently across jurisdictions, refund outcomes may depend on your location, the nature of the charge, and whether usage has begun.

10. Contact

Billing and refund support: support@mouseai.net
Legal/operator: Bhavin Parikh
Mailing address: #1219, 39 Niagara street, Toronto ON M5V 0T6 Canada.