1. Who this policy applies to
Fullstream AI is a business-to-business (B2B) service. Subscriptions are entered into by legal entities for professional use. Consumer rights (such as the statutory withdrawal right under Romanian and EU consumer law) do not apply to such B2B contracts. Where, on an exceptional basis, an individual consumer subscribes to the Service, the rights described in section 6 apply.
2. Annual subscriptions
Unless otherwise agreed in writing in an order form, subscriptions to the Fullstream AI platform are sold on a fixed annual term and paid in advance. Annual fees are non-refundable, including in case of non-use, downgrade, cancellation by the Customer before the end of the term, or termination by Fullstream for breach of the Terms of Service.
3. Pilot and trial periods
Any free trial, pilot or proof-of-concept period explicitly granted in writing does not give rise to a payment obligation and therefore does not entitle the Customer to a refund. Where a pilot is followed by a paid subscription, the paid subscription is governed by this Refund Policy from its start date.
4. Refunds we will honour
We will refund fees, on a pro-rata basis, only in the following limited cases:
- Material service unavailability. If the Service is materially unavailable for an extended and continuous period clearly attributable to Fullstream (and not to force majeure, third-party providers, Customer systems or misuse), and we are unable to restore it within a reasonable time after written notice, we will refund the fees paid for the affected period.
- Termination for our material breach. If the Customer terminates the subscription in accordance with the Terms of Service for our material, uncured breach, we will refund the portion of prepaid fees corresponding to the unused remainder of the subscription term.
- Duplicate or erroneous charges. Duplicate charges, incorrect amounts and charges resulting from a clear billing error on our side will be refunded in full upon verification.
- Cases required by applicable law. Any refund expressly mandated by applicable consumer or commercial law will be honoured as required.
5. Refunds we will not issue
- partial use of a subscription, seats that were provisioned but not used, or unused AI capacity;
- loss, inaccuracy or unsuitability of AI-generated Output, which is disclaimed in our Terms of Service;
- outages or downtime caused by third-party providers, the public internet, Customer infrastructure or configuration;
- termination or suspension by Fullstream following a material or repeated breach of the Terms of Service (including the Acceptable Use clause);
- changes in the Customer’s business needs, budget or personnel;
- requests made after 30 days from the billing event or, for duplicate charges, after 60 days.
6. Individual consumers (exceptional cases)
If, on an exceptional basis, you subscribe as an individual consumer within the meaning of applicable Romanian and EU consumer protection law, you have a statutory right to withdraw from a distance contract within 14 days of its conclusion. However, where you expressly request that the Service begins during the withdrawal period and acknowledge that you will lose your right of withdrawal once the Service has been fully performed, the right may no longer apply to the portion of the Service actually supplied. To exercise the right of withdrawal, please write via our contact form stating your name, order reference and your decision to withdraw.
7. How to request a refund
Send a request via our contact form containing:
- the Customer legal name, contact person and account email;
- the invoice number and date of the payment;
- a description of the reason for the refund request, with any supporting evidence;
- the bank account or card on which the refund should be processed.
We will acknowledge your request within 5 business days and issue a decision within 15 business days of receiving complete information.
8. Refund method and timing
Approved refunds are processed to the original payment method used for the transaction, unless that method is no longer available, in which case we will use a suitable alternative (e.g. bank transfer to a verified corporate account). Refunds are normally credited within 10 business days of approval; your bank or card issuer may require additional time to reflect the refund on your statement. Refunds are made in the original currency of payment. Bank charges and exchange differences, where any, are borne by the Customer.
9. Chargebacks and disputes
Before initiating a chargeback or payment dispute, please contact us so we can work to resolve the issue directly. Chargebacks raised without first giving us a reasonable opportunity to address the matter may be contested and may result in immediate suspension of the Service.
10. Changes to this Policy
We may update this Refund Policy from time to time. Changes apply to subscriptions or renewals concluded after the effective date of the update. We will communicate material changes by email or in-product notice.
11. Contact
Questions about refunds can be sent via our contact form.
BILOUD SRL
Registration number: J2015002244239
VAT number: RO34723223
Romania