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Refunds & Cancellation

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Refund & Cancellation Policy


Brandostro is committed to the satisfaction of every customer.


Because all services are delivered digitally and immediately upon generation, this policy has been structured in compliance with applicable digital services regulations globally. This includes the EU Consumer Rights Directive (2011/83/EU), the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the United States FTC Mail, Internet, or Telephone Order Merchandise Rule, applicable state-level digital consumer protection statutes, and general international standards for SaaS platforms operating across multiple jurisdictions.

All financial transactions, billing, and subscription management are securely processed by our 

Merchant of Record, Polar (https://polar.sh).


4.1 Refund Eligibility


A refund may be requested under the following conditions:

  • The refund request is submitted within 14 days of the original purchase date.

  • No brand generation has been initiated or completed under the subscription.

  • The account has not accessed any premium-only platform features beyond the free-tier scope.

  • The request is made by the verified account holder associated with the original payment.

Note on Digital Performance: Where a generation has been initiated, the right of withdrawal lapses in accordance with digital content regulations, as the service will have been fully or partially performed with the customer’s prior consent.

4.2 Non-Refundable Circumstances


Refunds will not be issued in the following circumstances:

  • One or more brand generations have been completed using the subscription.

  • The 14-day refund window has elapsed from the date of purchase.

  • The account has exported, downloaded, or shared any platform-generated outputs.

  • The purchase was made under a promotional, discounted, or special-rate offer (unless separately agreed in writing).

  • The customer cites dissatisfaction with the AI-generated output where the platform has functioned correctly and the service has been delivered as described.

  • Enterprise or custom-agreement subscriptions, unless otherwise specified in the enterprise agreement.


4.3 Cancellation of Subscription


Annual and monthly subscriptions (Brand Studio and PRO Plans) may be cancelled at any time. Cancellations must be managed directly through your customer billing portal hosted by Polar, or via your Brandostro account settings.


The following terms apply to cancellations:

  • Cancellation takes effect at the end of the current billing period. Access to the platform continues for the remainder of the paid subscription term.

  • No pro-rata refunds are issued for unused time within a billing period once the 14-day refund window has expired.

  • Cancellation requests must be initiated by the verified account holder.

  • Free-tier (Discover) accounts may be deleted at any time with no financial implication.


4.4 Processing of Approved Refunds


Where a refund is approved by Brandostro and authorized through our payment infrastructure:

  • Refunds are processed by Polar to the original payment method used at the time of purchase.

  • Processing times typically take 5–10 business days to reflect in your account, depending on your financial institution.

  • Brandostro and Polar do not issue refunds via alternative payment methods, platform credits, or gift cards.

  • The customer will receive written confirmation via email from both Brandostro and Polar once the refund has been initiated.


4.5 Chargebacks & Disputes


Brandostro and Polar take payment disputes seriously and maintain complete transaction records for all purchases. In the event of a chargeback initiated through a customer’s bank or card provider:

  • Polar, acting as the Merchant of Record, alongside Brandostro, will respond to all chargeback notifications with full transaction evidence, including purchase date, account access logs, and generation records.

  • Customers are strongly encouraged to contact Brandostro directly before initiating a chargeback, as disputes are resolved significantly faster through direct communication.

  • Accounts subject to an open chargeback dispute will be suspended pending final resolution.


4.6 Applicable Regulations & Compliance


This policy has been drafted in compliance with the following international frameworks applicable to digital services platforms and Merchant of Record architectures:

  • EU Consumer Rights Directive (2011/83/EU): Including the 14-day right of withdrawal for digital content not yet delivered.

  • UK Consumer Contracts Regulations 2013: (Information, Cancellation and Additional Charges).

  • General Data Protection Regulation (GDPR) (EU 2016/679): Governing the handling of personal data associated with transactions and refund requests.

  • Polar Terms of Service: Alignment with Polar's global tax compliance, fraud prevention, and digital asset distribution standard rules.

  • Payment Card Industry Data Security Standard (PCI DSS): Maintained via Polar’s secure, encrypted payment processing infrastructure.


4.7 Contact for Refund & Cancellation Requests


While subscription cancellations can be executed directly via your Polar billing portal, formal refund requests must be submitted in writing to:

Brandostro - Customer Support

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