REFUND POLICY Last updated: August 25, 2026 1. PURPOSE This Refund Policy explains how DeCode reviews refund requests for eligible purchases processed through Creem, how Creem processes refunds, and how a confirmed refund may affect subscriptions, access, and Credits. For an eligible Creem Transaction, Creem acts as Merchant of Record and contractual reseller. DeCode does not independently return money to a card, bank account, or other payment method. DeCode remains responsible for Product support and for determining whether a request qualifies under this Product-specific Policy, while Creem exclusively handles the resulting refund through its Customer Services and Merchant Account procedures. Nothing in this Policy limits a mandatory consumer right or remedy. 2. REFUND ROLES The following roles are distinct: - DeCode investigates Product delivery, access, technical issues, usage, and other facts relevant to eligibility under this Policy; - DeCode decides whether a Product-specific refund request qualifies under this Policy and, if it does, requests the refund through Creem; - Creem processes refunds and chargebacks for Creem Transactions in accordance with its procedures and applicable law; and - mandatory consumer rights apply regardless of any narrower discretionary rule in this Policy. Creem may also issue a refund without DeCode's prior instruction where Creem's Merchant Terms permit. Those circumstances include legal or consumer-protection requirements, card-scheme or payment-provider requirements, regulatory instructions, technical errors, duplicate payments, manifest mistakes, suspected fraud, and purchase disputes. Creem's published refunds-and-chargebacks guidance also states that Creem reserves the right to issue a refund within 60 days of purchase at its discretion to prevent chargebacks. That is Creem's intervention authority; it is not a general 60-day DeCode refund window, a money-back guarantee, or an automatic Buyer entitlement. Creem's current Merchant Terms are available at: https://www.creem.io/terms Creem's current Buyer Terms are available at: https://www.creem.io/buyer-terms 3. DECODE ELIGIBILITY POLICY DeCode does not offer an automatic change-of-mind refund, a general money-back guarantee, or a general time-limited discretionary refund window. DeCode may approve a Product-specific refund after reviewing the individual circumstances, including where: - paid Product access was not delivered; - a persistent material Product defect prevents the purchased Product from functioning substantially as described and DeCode cannot resolve the issue within a reasonable opportunity to investigate; - the same purchase was charged more than once; - the amount or Product charged does not match the confirmed order; or - another refund is required by applicable law or the Creem Buyer Terms. DeCode may also make a discretionary goodwill decision in an appropriate individual case. Submitting a request does not guarantee approval, and no request deadline is created by this paragraph. Mandatory rights are not discretionary and are not affected by this section. 4. MANDATORY CONSUMER RIGHTS Consumers may have statutory conformity, withdrawal, cancellation, price-reduction, refund, or other remedies depending on their location, the Product, when digital delivery began, and any legally valid consent or acknowledgement obtained at checkout. The Creem Buyer Terms contain specific provisions for European Union consumers, including rules for digital content delivered before the end of a statutory withdrawal period and circumstances in which a withdrawal right may not apply. This Policy does not assume that a right has been waived merely because the Product is digital. Where applicable law or the Creem Buyer Terms provide a non-waivable or greater right than this discretionary Policy, that right controls. 5. TECHNICAL OR PRODUCT ISSUES A Buyer experiencing a persistent technical issue or material Product defect should first contact DeCode so DeCode can diagnose the issue, restore access, provide a workaround, or otherwise attempt to resolve the Product problem. If the issue cannot be resolved and the request qualifies under this Policy or applicable law, DeCode will request the refund through Creem. DeCode may provide Creem with relevant Product-access, outage, support, entitlement, or usage information reasonably necessary to process or review the request. 6. DUPLICATE, INCORRECT, OR UNAUTHORISED CHARGES A Buyer should promptly report a suspected duplicate charge, incorrect amount, unauthorised Transaction, or other payment error to Creem and may also notify DeCode. DeCode may verify internal Product records, entitlement grants, order or Transaction references, support history, and usage state. Creem verifies the payment and Transaction records and retains its own authority under its Merchant Terms to address technical errors, duplicate payments, manifest mistakes, suspected fraud, or purchase disputes. 7. HOW TO REQUEST A REFUND Consistent with the Creem Buyer Terms, a Buyer should first contact DeCode about a Product-specific refund request. A signed-in customer may use DeCode's secure refund-request form at: https://decodeai.net/support/refund The Buyer may also contact DeCode at hello@decodeai.net for Product troubleshooting or refund assistance. If a long-standing issue remains unresolved directly with DeCode, the Buyer may contact Creem using the Customer Portal or other contact options Creem makes available. A DeCode eligibility decision is not itself a completed refund. When DeCode determines that a refund qualifies, DeCode must submit the request through Creem's Merchant Account procedures, and Creem processes the refund for the Creem Transaction. 8. INFORMATION THAT MAY BE REQUESTED To investigate a Product-related refund request, DeCode may ask for: - the DeCode account email; - the Creem order, Transaction, subscription, invoice, or receipt reference; - the payment date; - the amount and currency; - the plan or Product name; - a description of the issue; - relevant screenshots or error details; and - enough information to determine whether access was delivered or a technical failure occurred. Do not send complete card numbers, CVC or CVV codes, passwords, API keys, bank passwords, recovery codes, or unnecessary identity documents. 9. USAGE AND ENTITLEMENT REVIEW Where relevant and lawful, DeCode may review: - whether paid access was activated; - subscription and entitlement status; - Credits consumed; - the number or type of AI requests; - images generated; - voice or realtime duration; - files or tools used; - outage or incident evidence; - support and prior refund history; and - fraud or abuse indicators. This information is used only as relevant to the Product-specific request, fraud prevention, or entitlement consequences. It does not override mandatory legal rights or Creem's independent authority under its terms. 10. CREEM PROCESSING AND AUTHORITY All refunds and chargebacks for Creem Transactions are processed exclusively by Creem. DeCode must not issue or accept a refund outside Creem's Service for such a Transaction. After DeCode submits an eligible request, Creem processes it according to Creem's Service procedures and applicable law. Creem may also act without DeCode's instruction in the circumstances described in Section 2. DeCode cannot override a refund Creem is required or authorised to make under Creem's terms, payment-network requirements, regulatory instructions, or applicable law. 11. FULL AND PARTIAL REFUNDS Where supported for the Transaction and appropriate to the eligibility decision, a Creem refund may be full or partial. Creem determines how the refund adjustment is executed through its Service. Creem handles any related indirect-tax and invoice adjustment as Merchant of Record. DeCode does not separately issue a refund receipt, credit note, or tax adjustment for a Creem Transaction. 12. REFUND METHOD AND TIMING The refund method, availability, processing status, and timing depend on Creem's procedures, the payment method, payment networks, financial institutions, the Buyer's location, and applicable law. DeCode does not promise a particular processing or bank-posting period and cannot accelerate a card network, bank, wallet, or other payment provider. The Buyer should use Creem's refund confirmation, receipt, Customer Portal, or support options for the current status of a processed refund. 13. EFFECT ON SUBSCRIPTION AND ACCESS A refund and a subscription cancellation are separate actions unless Creem or applicable law expressly makes them part of the same outcome. A Buyer who wants both a refund and no future renewal should verify both the refund status and the subscription cancellation status. DeCode does not assume that a refund automatically cancels a subscription. When a verified Creem event or subscription state confirms that a refund, cancellation, reversal, chargeback, or other adjustment removes the paid entitlement, DeCode may revoke Paid Plan access, remove unused included subscription Credits, and return the Account to an applicable Free plan. 14. EFFECT ON CREDITS Credits have no cash value and are not refundable as separate stored value. Consumed Credits are not converted into cash. Unused included Credits associated with a fully refunded, reversed, or revoked subscription may be removed when the underlying paid entitlement ends. Credits granted by a one-time redeem code are not a separate Creem purchase and cannot be exchanged for a cash refund. They ordinarily remain available through plan resets or cancellation until used or the Account is deleted. DeCode may remove or correct a redeem grant where the code was issued in error, obtained through abuse, duplicated because of a technical fault, or expressly tied to a Transaction that is later refunded, reversed, or charged back. 15. EFFECT ON ACCOUNT CONTENT A refund does not automatically delete the DeCode Account, conversations, generated images, uploaded files, preferences, or project history. Account deletion is a separate process under the Privacy Policy. 16. CHARGEBACKS AND PAYMENT DISPUTES Nothing in this Policy removes a lawful right to dispute a charge under applicable card-scheme or consumer-protection rules. The Creem Buyer Terms instruct Buyers to contact Creem to resolve an issue before initiating a chargeback and state that Creem may dispute a chargeback request that does not comply with those terms. For a Product issue, the Buyer should first contact DeCode; for a payment or Creem Customer Services issue, the Buyer should contact Creem. A verified dispute or chargeback may result in temporary restriction of the corresponding paid entitlement while the matter is reviewed. Fraudulent chargebacks, card testing, fabricated claims, repeated purchase-and-refund abuse, or other manipulative behaviour may result in Account restrictions, subject to applicable law. 17. REFUND ABUSE A discretionary DeCode refund request may be declined where evidence reasonably shows fraud, intentional consumption of benefits followed by repeated refund requests, card testing, false claims, account cycling, promotional abuse, or other manipulation. This section does not affect mandatory consumer rights or restrict Creem from exercising its own rights and obligations. 18. POLICY CHANGES This Policy may be updated when Creem's rules, Product functionality, consumer-law requirements, or DeCode's billing process changes. The Creem Merchant Terms, Creem Buyer Terms, and mandatory law control to the extent they provide a non-waivable right or require a different result for a Creem Transaction. 19. CONTACT DeCode Product and refund-request support: hello@decodeai.net Secure DeCode refund-request form: https://decodeai.net/support/refund Website: https://decodeai.net For payment-processing status or an unresolved Creem Customer Services issue, use the receipt, Customer Portal, or support options supplied by Creem for the Transaction.