1. Overview
At PastMinds, we want you to be satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds may be provided for message credit purchases on our AI-powered historical conversation platform.
2. Refund Eligibility
Eligible for Refund:
- Technical Issues: Service outages preventing use of purchased credits for more than 48 hours
- Billing Errors: Duplicate charges or incorrect billing amounts
- Unauthorized Charges: Charges made without your authorization
- Service Failure: Complete inability to access purchased services due to our technical problems
NOT Eligible for Refund:
- Used Credits: Message credits that have been successfully used for conversations
- Buyer's Remorse: Change of mind after successful purchase and service delivery
- Account Violations: Account suspension or termination due to Terms of Service violations
- Content Dissatisfaction: Dissatisfaction with AI-generated conversation quality
- Misunderstanding: Failure to understand the service before purchase
3. Refund Request Process
⏰ Important Timing Requirements
- Refund Window: Requests must be made within 14 days of purchase
- Technical Issues: Report within 7 days of the issue occurring
- Billing Errors: Report within 30 days of charge appearing on statement
Step-by-Step Refund Process:
- Initial Contact (Day 0): Email us at support@pastminds.chat with complete details
- Acknowledgment (Day 1): We will acknowledge receipt within 24 hours
- Investigation (Days 1-3): Our team reviews your request and account history
- Decision (Day 3): Final decision communicated via email
- Processing (Days 4-14): If approved, refund processed within 10 business days
Required Information:
- Account email address
- Date and amount of purchase
- Detailed explanation of the issue
- Any supporting documentation (screenshots, error messages, etc.)
4. Refund Processing
Processing Timelines
Full Refunds
Complete purchase refund for eligible requests
5-7 business days
Partial Refunds
Unused portion of credit packages
7-10 business days
Billing Error Corrections
Duplicate or incorrect charges
3-5 business days
Credit Adjustments
Service issues compensation
1-2 business days
Refund Method and Banking
- Payment Method: Refunds issued to original payment method only
- Credit Cards: Appear as credit on next statement (5-7 business days)
- Debit Cards: Direct deposit to account (3-5 business days)
- Bank Transfers: Same-day processing, 1-3 days to clear
- Digital Wallets: PayPal, Apple Pay, Google Pay (1-3 business days)
⚠️ Important Banking Notice
Bank processing times are outside our control. International transactions may take 7-14 business days. Contact your bank if a refund doesn't appear within the expected timeframe.
5. Special Circumstances
Service Interruptions:
If our service experiences significant downtime affecting your ability to use purchased credits:
- We will automatically extend your account with additional credits
- No action required from you for minor interruptions
- Major outages (48+ hours) may qualify for partial refunds
Account Closure:
- Voluntary Closure: Unused credits will be forfeited (no refund)
- Involuntary Closure: Account termination for violations results in credit forfeiture
- Service Discontinuation: If we discontinue the service, unused credits will be refunded
6. Appeals and Dispute Resolution
Internal Appeal Process
If Your Refund Request is Denied:
- Level 1: Initial support team review (3 business days)
- Level 2: Senior support escalation (3 business days)
- Level 3: Management review (5 business days)
- Final Decision: Written determination with reasoning
External Resolution Options
- Credit Card Chargeback: Contact your bank within 60 days if unsatisfied
- Payment Processor: File dispute directly with Stripe if applicable
- Consumer Protection: New Zealand Commerce Commission or Fair Trading Act
- Alternative Dispute Resolution: Mediation or arbitration as per our Terms
We are committed to fair resolution and will work with you in good faith to address legitimate concerns.
7. Prevention Tips
To Avoid Refund Issues:
- Read our Terms of Service before purchasing
- Start with a smaller credit package to test the service
- Ensure you understand that message credits are consumed with each conversation
- Contact support immediately if you experience any issues
- Keep records of your purchases and any correspondence
8. Fair Usage
We reserve the right to deny refund requests that appear to be abuse of our refund policy, including but not limited to:
- Repeated refund requests from the same user
- Requests made in bad faith
- Attempts to circumvent our Terms of Service
- Fraudulent or misleading refund claims
9. Consumer Rights and Legal Compliance
Your Legal Rights
This refund policy is in addition to your statutory rights under applicable consumer protection laws. Nothing in this policy limits your legal rights.
New Zealand Consumers
Protected under the Consumer Guarantees Act and Fair Trading Act. Rights include refunds for services not fit for purpose.
International Users
Your local consumer protection laws may provide additional rights. Contact local authorities for guidance.
10. Policy Updates
Change Notifications
- Material Changes: 30 days notice via email and website banner
- Minor Updates: Posted on website with effective date
- Emergency Changes: Immediate effect for legal compliance with notice
- Grandfathering: Existing purchases follow policy in effect at purchase time
11. Contact Information
For refund requests or questions about this policy, please contact us:
Email: support@pastminds.chat
Subject Line: "Refund Request - [Your Account Email]"
Response Time: 3 business days
Business Hours: Monday-Friday, 9 AM - 5 PM NZST
💡 Our Commitment
While our general policy is that message credits are non-refundable once used, we are committed to working with customers who experience legitimate issues with our service. We will always consider the specific circumstances of your situation and strive to find a fair resolution.