Written plainly, because a refund policy nobody can follow is the main cause of disputes. If your situation is not covered here, ask us — we would rather resolve it directly than through a chargeback.
The consumer section reflects the EU Consumer Rights Directive as it applies to a digital service. Because Fluid updates continuously and adapts to how you use it, it is a digital service rather than fixed digital content, and the 14-day withdrawal right applies in full rather than being waivable outright. Have a lawyer confirm this before launch.
Cancel at any time from your account. Cancellation stops the next renewal; it does not end the period you have already paid for, and you keep access until that period ends. We do not charge a cancellation fee.
A cryptocurrency payment buys a fixed prepaid term of 30 or 365 days. There is no payment instrument on file, so nothing renews automatically and there is nothing to cancel: the term simply ends on its expiry date. For the same reason there is no chargeback mechanism on this rail, so we resolve problems by crediting your balance.
You have 14 days from the start of the contract to withdraw from it without giving a reason. If you asked us to begin providing the service immediately during that period, we may charge you in proportion to what was actually provided before you withdrew, and we will refund the rest.
To withdraw, email to be published with your account email and a clear statement that you are withdrawing. We will confirm and process the refund to the original payment method without undue delay.
This right applies to consumers. It does not apply where you are contracting as a business, which is the case for most Fluid accounts.
Balance consumed by work we have performed is not refundable, because the compute, model calls and storage behind it were really incurred. Unspent balance included with a subscription is not converted to cash on cancellation.
If a job fails through our fault, we credit the balance it consumed back to your account automatically. If that does not happen, tell us and we will do it manually.
Storage packs can be cancelled independently of your subscription and stop at the end of the paid month. If your stored data exceeds your remaining allowance after a pack ends, we will contact you before removing anything.
In each case write to to be published and we will investigate against our records and respond within five working days.
Please contact us before opening a dispute with your bank. A chargeback freezes the amount and takes weeks to resolve, whereas we can usually settle a billing question the same day. Where a dispute is opened, we will respond with our usage records for the period in question.