Refund Policy

Short version

• Failed forecasts are refunded automatically to the balance they came from.
• Successful forecasts are not refunded because you do not like the result.
• Unused one-time packs can be refunded within 14 days of purchase if no credits from the pack have been spent.
• Subscriptions can be canceled at any time; cancellation stops future renewals but does not clear credits already granted for the current period.

1. Failed forecasts

If a forecast fails at the model host, the studio marks the task as failed and returns the credit to the balance it came from. You do not need to open a ticket for this. If the task shows failed and the credit was not returned, email contact@timestral.org with the task ID.

2. Successful forecasts you do not like

A successful forecast is work the model performed and the host charged us to run. It is not refundable for creative reasons such as “the forecast is not what I expected” or “the result looks wrong to me”. The studio shows the input, horizon and credit cost before you run, and the model returns a probabilistic range rather than a guarantee.

If you believe the output is materially different from the settings you submitted (for example, the wrong horizon or a missing column), contact support with the task ID. We will compare the task record with the delivered result and correct a genuine mismatch.

3. Duplicate or unauthorized charges

If you were charged twice for the same order, or you see a charge you did not authorize, contact contact@timestral.org within 14 days with the order ID and the last four digits of the card. We will investigate with the payment provider and refund a confirmed duplicate or unauthorized charge.

4. One-time credit packs

An unused one-time pack can be refunded within 14 days of purchase if none of its credits have been spent. Once any credit from the pack has been used, the pack is non-refundable, because the credit has already been converted into a forecast cost.

5. Subscription cancellation

You can cancel future renewals from the billing page at any time. Cancellation:

• stops the next renewal;
• does not clear credits already granted for the current billing period;
• does not retroactively refund the current period.

If you cancel within 14 days of your first subscription purchase and have not spent any subscription credits, contact support to request a refund of that first period.

6. Chargebacks

Please contact us before opening a chargeback. A chargeback can suspend your account while the payment provider investigates. We will work with you to resolve a genuine billing problem faster than a dispute.

7. How to request a refund

Email contact@timestral.org with:

• your account email;
• the order ID or task ID;
• the reason for the request;
• the date of the charge.

We aim to respond within two business days and to process an approved refund within the payment provider’s normal timeline.

8. What is not refundable

• Credits already spent on successful forecasts.
• A subscription period that has already been used.
• A one-time pack with any spent credits.
• Accounts closed for a material breach of the Terms of Service.
• Fees charged by your bank or card issuer.

9. Contact

Refund questions: contact@timestral.org.