Refund policy
If your first month does not convince you and you have not consumed the service, we refund it.
Our commitment
We know deciding whether Afini.ai fits you takes a few days of trying it. That is why we offer a voluntary refund on the first month of subscriptions. If within 14 days from the first charge you conclude it is not for you — and you have not consumed the service in any meaningful way — email us and we refund the full amount. This voluntary policy is additional to your statutory rights as a consumer; it does not replace them.
What it covers
- First month of Essential, Premium or Professional purchased directly at afini.ai by card via Stripe.
- Request submitted within 14 calendar days from the first charge.
- No AfiniTwin downloaded during that period (neither the quarterly one included in Professional, nor the loyalty €199 one, nor the €249 standalone).
- No psychometric tests completed and no thematic conversational modules closed during that period.
- AI quota consumption below 10% of the plan total during that period.
- Account with no voluntary refund in the previous 12 months.
- Automatic subscription cancellation upon refund approval.
What it does not cover
Given the nature of the service, the following fall outside the voluntary refund:
- AfiniTwin (any of its three modalities: quarterly included in Professional, loyalty €199, standalone €249). It is an instant-delivery digital product: once payment is confirmed, generation of the documentation begins (~60-page PDF, JSON, prompt and narratives). It is NOT refundable under any circumstance, before or after download.
- Monthly auto-renewals after the first month. Cancel before the renewal date if you do not want to continue.
- Voucher-redeemed subscriptions (free or 100% discount) — there is no charge to refund.
- Accounts that during the eligibility period have downloaded an AfiniTwin (including the quarterly one included in Professional), completed tests or modules, or consumed more than 10% of AI quota.
- Accounts that have received a voluntary refund in the previous 12 months.
Reservation of right to refuse with cause
Bilbao AI reserves the right to refuse refunds when the usage pattern shows consumption oriented to extracting value without paying for it (e.g.: signup + download of the quarterly AfiniTwin included in Professional + heavy AI consumption + refund request). Any refusal will be motivated in writing.
How to request it
Email us from the address you subscribed with, with subject "Refund request" and the email tied to your account. You do not need to justify; we verify that the conditions in clause 7.3.3 of the Legal Notice are met.
Timing
We acknowledge receipt within 24-48 business hours. When applicable, the refund runs through Stripe within 5-10 business days from approval, depending on your bank.
Relationship with statutory withdrawal right
This voluntary policy is IN ADDITION to the 14-day withdrawal right under EU consumer law. Given the digital nature of the service (AI tokens, report generation, AfiniTwin download), the statutory withdrawal right lapses upon meaningful use of the service or upon initiating AfiniTwin generation (Art. 103.m TRLGDCU). Our voluntary policy keeps a reasonable margin so you can try before deciding.
Last updated: 6 May 2026