Refunds and billing

If you were charged in error — for example, an unexpected renewal, a duplicate charge, or a trial that wasn't cancelled in time — contact us and we'll help. Because Couple Premium can be purchased on the web or through the mobile app stores, a refund is issued by whoever processed your payment; see the section below for where to request one.

If you subscribed inside the iOS app, your purchase is processed by Apple and any refund is granted by Apple under the App Store refund policy. If you subscribed inside the Android app, your purchase is processed by Google and refunds follow Google Play's refund policy. Request these refunds directly from the App Store or Google Play — we're unable to refund a store purchase on your behalf, but we're happy to help you find the right option.

Friendly fraud and abusive chargebacks may result in account suspension. Please contact support first — we are happy to help resolve issues.

New subscribers can get a 7-day free trial, once — cancel before it ends and you won't be charged. After the trial, the subscription renews automatically at the price shown until you cancel; you can cancel anytime and keep access until the end of the current billing period. If you unpair, Couple Premium ends for both of you straight away: a subscription bought on the web won't renew, and the rest of that billing period isn't refunded; an App Store or Google Play subscription keeps renewing until you cancel it in the store. Renewal charges are generally non-refundable except where required by law. Subscriptions bought on iOS or Android are billed by Apple or Google — request refunds for those through the App Store or Google Play. Subscriptions bought on the web are billed via Stripe — contact support for billing questions.

If you live in the EU, the EEA or the UK, you have the right to withdraw from your Couple Premium subscription bought on altscape.ai within 14 days without giving any reason (in the UK this is called the right to cancel). The withdrawal period expires 14 days after the day the contract is concluded, which is the day you subscribe. A free trial does not extend it.

To exercise the right of withdrawal, you must inform us (PairOx Pty Ltd, Sydney NSW, Australia, support@altscape.ai) of your decision to withdraw from this contract by an unequivocal statement, for example an email. You may use the model withdrawal form below, but it is not obligatory. You can also withdraw online with Withdraw from contract here, linked in the website footer and in Settings. If you use it, we will send you an acknowledgement of receipt by email, including its content and the date and time of its submission, without undue delay. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. Couple Premium starts as soon as you subscribe, at your request, but we do not charge you for the time it was available before you withdrew: you get back everything you paid.

(Complete and return this form only if you wish to withdraw from the contract.)

Nothing in our Terms of Service or Refund Policy excludes, restricts or changes the rights you have as a consumer under laws that can't be excluded by contract. For example: the consumer guarantees of the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010), such as that services are supplied with due care and skill, and, for a major failure, your right to cancel and get a refund for the unused part or compensation for the drop in value; the guarantees of New Zealand's Consumer Guarantees Act 1993; and your rights for digital content and services under the UK Consumer Rights Act 2015 and the consumer law of your EU or EEA country. Where either document says we are not liable for something, or that a payment can't be refunded, that applies only as far as those laws allow. If you think one of these rights applies, contact us, however you subscribed.

Our Terms of Service and Refund Policy are governed by the law of New South Wales, Australia. If you are a consumer, this choice doesn't take away the protection of the mandatory consumer laws of the country where you live, for example in the EU, the EEA or the UK. You can bring a claim in the courts of New South Wales or, where your local law allows it, in the courts where you live; consumers in the EU and the UK can always do so.

Refund requests: support@altscape.ai

For billing disputes, email billing@altscape.ai.

AltScape.ai is operated by PairOx Pty Ltd (ABN 82 154 477 728), Sydney NSW, Australia.