Money-Back Policy

1. Scope and Order of Priority

This Money-Back Policy applies to eligible AI Twin purchases where a contractual Money-Back Guarantee was expressly offered for the relevant purchase at or near checkout.

Publishing this Policy does not create a Money-Back Guarantee for every purchase.

For refund-related matters, the following order applies:

• mandatory law that cannot legally be waived;
• offer-specific Money-Back Guarantee terms expressly displayed and accepted for the purchase;
• this Money-Back Policy; and
• the Subscription Terms and Terms of Service for general billing or contractual matters not specifically addressed above.

The Privacy Policy governs personal-data processing related to refund review, evidence, disputes, fraud, and chargebacks.

2. Contractual Money-Back Guarantee - When It Applies

Unless the applicable offer expressly states a different period, the contractual Money-Back Guarantee claim window is 7 calendar days from the initial qualifying purchase.

The contractual Money-Back Guarantee applies only if:

• the guarantee was expressly offered for the relevant purchase at or near checkout;
• the purchase was made directly through the AI Twin website, unless the applicable offer expressly states otherwise; and
• all applicable conditions in this Policy and any offer-specific guarantee terms are satisfied.

The contractual Money-Back Guarantee applies to the initial qualifying payment only unless the applicable offer expressly states otherwise.

Renewals, recurring rebills, extensions, upgrades, add-ons, upsells, credit packs, and separate purchases are excluded from the contractual Money-Back Guarantee unless expressly included in the applicable offer.

3. Eligibility Requirements

To be eligible under the contractual Money-Back Guarantee, all applicable conditions must be satisfied cumulatively.

• Your request must be submitted within the applicable contractual guarantee window.
• Your request must concern the initial qualifying payment unless the applicable offer expressly states otherwise.
• You must satisfy the applicable participation and actual-use requirement described below.
• You must provide the customer-supplied evidence reasonably required by this Policy, including dated screenshots, screen recordings, video, timestamps, or equivalent proof where applicable.
• The transaction, applicable offer, account, and purchase information must be reasonably identifiable and verifiable.
• Your request must be submitted through the designated Customer Support channel, subject to mandatory law.
• The evidence must not be manipulated, falsified, materially incomplete, or misleading.

Refund requests should be submitted to hello@myaitwin.com from the email address used for the purchase, or with sufficient information for us to verify the transaction and account.

4. Participation, Actual Use and Evidence

Unless the applicable offer expressly states a different participation rule, you must genuinely use the purchased AI Twin experience for 7 consecutive days before qualifying for the contractual Money-Back Guarantee.

Meaningful use may include Daily activities, conversations with AI Twin, Personal Sessions, Personal Readings, Quests, Insights, Experts features, guided exercises, check-ins, or other substantive plan activities made available during the required period.

You must provide customer-supplied evidence showing meaningful use across all 7 required days. This may include dated screenshots, screen recordings, video, timestamps, or equivalent contemporaneous proof showing the relevant activity for each required day.

Subject to the Privacy Policy and applicable law, we may also review supplementary records such as proof of purchase, checkout and acceptance records, purchase confirmation, account activation, delivery and access records, login and session history, activity and progress records, cancellation records, support communications, refund history, payment-provider records, fraud indicators, and chargeback history.

Company-side records supplement verification and do not automatically replace the customer-supplied evidence requirement unless we expressly waive that requirement.

We may request reasonable additional information needed to verify authenticity, completeness, actual use, transaction details, and eligibility.

The 7-day contractual claim window is intended to allow the 7-consecutive-day use requirement to be completed and the request to be submitted immediately after Day 7 is completed. No separate pre-renewal Money-Back forfeiture cutoff applies.

5. What the Contractual Guarantee Does Not Cover

Except where mandatory law or an expressly applicable offer-specific guarantee provides otherwise, the following circumstances do not by themselves create a contractual refund right:

• you forgot or failed to cancel before renewal;
• you changed your mind or purchased by mistake;
• you did not have enough time to use the Service;
• you did not actively use or open content that was made available;
• your travel, schedule, priorities, or personal circumstances changed;
• you found activities, conversations, sessions, readings, or other content too easy, too difficult, or not subjectively preferable where the Service was substantially provided as described;
• you did not achieve the emotional, psychological, relationship, personal-development, self-confidence, habit, decision-making, well-being, or other results you expected;
• you expected the subscription to end automatically despite clearly presented recurring-billing disclosures;
• you experienced a device, internet, software, email, login, browser, or account-configuration issue attributable to you while access was otherwise available;
• you supplied incorrect or incomplete personalization information; or
• you failed to read clearly presented checkout, Subscription Terms, Terms of Service, or policy information.

6. Cancellation, Renewals and Unused Time

A refund request and a subscription cancellation are separate processes.

• A refund request does not automatically cancel a subscription.
• A cancellation request does not automatically create a refund request.
• To stop future recurring billing, cancellation must become effective before the next renewal is processed.

We recommend cancelling sufficiently before the renewal date to allow processing. This recommendation does not create a separate Money-Back eligibility condition or forfeiture rule.

Outside a valid contractual Money-Back Guarantee, discretionary exception, verified billing issue, defect remedy, or mandatory legal right, valid paid amounts are generally non-refundable and non-transferable.

No prorated refund is provided merely for unused time, unused content, non-use, inactivity, abandonment of an account, or cancellation during an already-started paid period.

7. Defects, Billing Errors and Unauthorized Transactions

Genuine service defects, billing errors, duplicate charges, incorrect amounts, suspected unauthorized transactions, and business-attributable delivery or access failures are handled separately from promotional Money-Back Guarantee eligibility.

These matters are not required to satisfy promotional participation or proof-of-use conditions where a different mandatory or transaction-correction remedy applies.

We may request reasonable evidence and may first attempt to correct a service issue where legally appropriate.

Confirmed duplicate charges and confirmed billing errors will be corrected, subject to applicable law and the relevant payment process.

8. Requests Outside the Money-Back Guarantee

Requests that do not qualify under the contractual Money-Back Guarantee may be reviewed case by case at the applicable Seller's reasonable discretion where legally permitted.

A discretionary refund applies only to the specific transaction approved. It creates no precedent, continuing entitlement, future refund right, or waiver regarding later renewals or purchases.

For a discretionary review after a renewal or outside the contractual guarantee window, Customer Support may require the same 7-consecutive-day customer-supplied proof-of-use package before considering an exception.

9. Abuse, Repeated Refund Requests and Charge Disputes

We may refuse or limit a contractual or discretionary refund where permitted by law if evidence is manipulated, falsified, materially incomplete, or misleading, or where repeated or systematic refund requests are inconsistent with the promotional purpose of the guarantee.

We may take reasonable steps to identify multiple-refund attempts involving linked accounts, payment methods, identities, devices, or other relevant indicators, and may consider materially excessive use followed by a promotional refund claim where appropriate.

These protections do not remove independent mandatory legal rights merely because a customer has exercised them.

If you believe a charge is incorrect, please contact Customer Support first at hello@myaitwin.com so that we can investigate and attempt to resolve the issue.

Nothing in this Policy prohibits you from exercising non-waivable rights with your bank, card issuer, payment provider, or card network.

If a chargeback or payment dispute is already open for the same transaction, a parallel discretionary refund review may be paused while that dispute is pending in order to avoid duplicate reimbursement.

Subject to the Privacy Policy and applicable law, checkout, delivery, usage, cancellation, support, and payment records may be used as evidence in refund and payment disputes.

10. Sellers, Merchants of Record and Payment Providers

AI Twin is operated by PMC Baltic FZ-LLC. Unless the checkout, purchase confirmation, receipt, invoice, or other transaction record expressly identifies another authorized Seller or Merchant of Record, PMC Baltic FZ-LLC is the Seller and contracting party for direct website purchases.

A different authorized Seller or Merchant of Record may apply depending on geography, currency, payment method, acquiring route, platform, or transaction configuration. If another entity is identified for the transaction, that transaction-specific entity governs to the extent stated.

Payment processors, gateways, acquiring partners, and payment administrators may process payments, refunds, reversals, authentication, fraud screening, chargebacks, or payment support without automatically becoming the contractual Seller.

Your bank or card statement may display the AI Twin brand, the applicable Seller or Merchant of Record, a payment administrator, or another billing descriptor disclosed for the transaction. A descriptor different from the customer-facing brand does not by itself mean that a transaction was unauthorized.

11. Third-Party Platform Purchases

If a purchase is made through a third-party platform that controls the transaction, cancellation and refund requests may need to be handled through that platform under its rules.

Where AI Twin or the applicable Seller did not process or control the platform transaction, we may not be able to reverse it directly.

Platform rules do not eliminate mandatory consumer rights that apply under law.

12. Refund Processing and Effect of Refund

If a refund is approved, it will normally be returned through the original payment method or another technically appropriate route supported by the original transaction flow.

The time required for funds to appear may depend on the payment provider, bank, wallet provider, card network, or platform.

A refund applies only to the expressly approved transaction.

Access, credits, or benefits funded solely by the refunded transaction may be withdrawn after the refund is approved or processed, subject to applicable law.

13. Review Process

A complete refund request will normally be reviewed and a decision provided within 10 business days after all information reasonably required to assess the request has been received.

Complex fraud, payment, chargeback, technical, bank, processor, or platform investigations may require additional handling time.

Any shorter mandatory deadline imposed by applicable law, a payment network, platform, regulator, or other binding rule prevails.

14. Mandatory Consumer Rights / Statutory Withdrawal

This contractual Money-Back Guarantee is a voluntary promotional benefit and is separate from mandatory legal rights.

Nothing in this Policy limits any mandatory consumer right that cannot legally be excluded or restricted, including rights concerning statutory withdrawal or cancellation, defective or non-conforming digital content or services, billing errors, unauthorized transactions, or other mandatory remedies.

Where immediate digital supply affects a statutory withdrawal or cancellation right, any legally required express consent, acknowledgment, checkbox, or other valid mechanism must be implemented through the applicable purchase flow. Publishing this Policy alone does not extinguish a statutory right.

Contractual Money-Back participation or evidence requirements are not used to defeat an independent mandatory legal remedy.

15. Language and Policy Updates

The English version of this Policy is the original version. If a translated or localized version differs from the English version, the English version controls to the extent permitted by applicable law. Mandatory local-language requirements remain unaffected.

We may update this Policy prospectively to reflect changes in the Service, offers, payment infrastructure, business operations, or legal requirements.

An update does not retroactively remove rights that have already accrued under mandatory law or under transaction-specific guarantee terms accepted for a completed purchase.

16. Contact

• Email: hello@myaitwin.com
• Operator: PMC Baltic FZ-LLC
• Licence No.: 45001684
• Address: SFFO0507 Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates

Related Policies

• Subscription Terms
• Terms of Service
• Privacy Policy
• Cookie Policy