Refund and Dispute Policy

Last updated on 3 October 2026

#Overview

This Refund and Dispute Policy (“Policy”) explains how Bloosh Limited (“Bloosh,” “we,” “our” or “us”) handles trials, cancellations, refunds, and payment disputes for the paid Services at bloosh.ai and app.bloosh.ai.

It forms part of our Terms of Service. If anything here conflicts with those Terms, the Terms control, except where a mandatory consumer-protection law says otherwise. Capitalised terms not defined here have the meaning given in the Terms.

Payments are processed by Stripe. Bloosh does not store full payment card numbers. Billing records we keep are described in our Privacy Policy.

#1. How billing works

Self-serve plans are billed in advance, monthly, per user, through Stripe, until cancelled. The organisation that owns the workspace is the Customer of record for charges.

Upgrades take effect immediately. Downgrades take effect at the end of the current billing period. Inviting someone does not create a second subscription; it consumes a seat on the organisation’s plan.

Enterprise and other sales-led arrangements follow the written order or agreement for that Customer, not this self-serve Policy.

Complimentary or alpha access that Bloosh grants without a Stripe charge is not a paid subscription. There is nothing to refund.

#2. Trials

Self-serve checkout starts a 14-day trial of the plan you pick, with a payment method on file. You receive that plan’s full monthly capacity from day one.

If you cancel before the trial ends, you are not charged. If you do not cancel, Stripe charges the then-current plan price when the trial ends, and the paid Term begins.

Starting a trial is not a charge. A payment-method authorisation or verification during checkout is not a subscription fee.

#3. Cancellation

You can cancel from Account (Manage billing), which opens the Stripe customer portal. Cancelling stops future charges at the end of the current period. The plan stays active until then.

Cancelling does not, by itself, delete Customer Data. Deletion after the Term ends is described in the Terms (Deletion on Termination).

If you cancel during a trial, no subscription fee is billed. If you cancel during a paid period, you keep access until that period ends; we do not add extra days.

#4. Refunds

Bloosh is a digital subscription. Once a paid period has begun, fees for that period are generally non-refundable, including for unused time, unused capacity, seats added mid-period, or a decision to stop using the Services.

We will refund, or not collect, in these cases:

• Trial cancelled in time. Cancel before the trial ends and you pay nothing.
• Duplicate or erroneous charges. If Stripe billed the same period twice, billed the wrong amount, or charged you after a valid cancellation had already taken effect, we will refund the amount that should not have been collected.
• Unauthorised charges. If a charge on your statement is not yours, contact us promptly. We will investigate and refund what we confirm was unauthorised.
• Mandatory law. If a non-waivable consumer right where you live requires a refund, we will honour that right.

We may, at our discretion, issue a goodwill refund (full or partial) for a recent paid period. Discretionary refunds are not a promise of future refunds. Where we refund a paid period, we may end access for that period.

Refunds are issued to the original payment method through Stripe. Card refunds usually appear within five to ten business days, depending on the card network and your bank. We cannot accelerate your bank.

Annual or invoice billing arranged with us follows the terms of that arrangement.

#5. How to request a refund

Email [email protected] from the account email, and include:

• the workspace or organisation name;
• the Stripe receipt, last four digits of the card, or approximate charge date and amount; and
• why you are asking for a refund.

We aim to respond within five business days. Asking us first is faster than opening a card dispute, and it keeps the account in good standing.

#6. Payment disputes (chargebacks)

A dispute (chargeback) is a claim you file with your card issuer, not a refund request to Bloosh. Card networks give issuers a limited window to accept those claims. Stripe notifies us and we must respond with evidence.

Contact us before you dispute a Bloosh charge. Most issues — a forgotten trial, a seat you no longer need, a charge you do not recognise — can be resolved as a cancellation or a refund under this Policy. A dispute that we have to fight still costs time and network fees even if you later withdraw it.

If you do file a dispute:

• we may suspend or limit the workspace until it is resolved, so the same period is not both charged-back and used;
• we will submit evidence we are allowed to use, which can include this Policy, the Terms, checkout records, trial and cancellation timestamps, and that the account used the Services; and
• if the issuer finds in our favour, the charge stands. If they find in your favour, Stripe reverses the charge according to network rules.

Do not use a chargeback to avoid a bill for Services you used after a trial. That can be treated as payment abuse under the Terms and may lead to account closure.

Fraud you did not authorise is different. Report it to us and to your issuer. We will help unwind charges that were not yours.

#7. Chargeback fees and repeated disputes

If a dispute is decided in Bloosh’s favour, the original charge remains payable. Network or processor fees from an unsuccessful or withdrawn dispute may be invoiced or withheld from a later refund where the law allows.

Repeated or abusive disputes, or using a dispute to obtain the Services without paying, are grounds to suspend or close accounts under Acceptable use in the Terms.

#8. Taxes

Displayed prices are as shown at checkout. Any tax Stripe collects as our agent is refunded only to the extent the underlying charge is refunded and tax rules allow. You remain responsible for taxes that your organisation must self-assess.

#9. Changes

We may update this Policy from time to time. We will post the new version on this page and revise the “Last updated” date. The Policy in effect on the date of a charge governs that charge, except where a later version is more favourable to you or the law requires otherwise.

#10. Governing law

This Policy is governed by the laws of Hong Kong, without regard to conflict of law principles, as in the Terms. Courts of Hong Kong have exclusive jurisdiction over proceedings the Terms permit.

Nothing in this Policy limits a right that applicable law does not allow us to limit.

#11. Contact

Refunds and billing: [email protected].

Disputes, chargebacks, and legal notices: [email protected].