Last updated: April 30, 2026
This Refund Policy explains how refunds, withdrawals, and chargebacks work for Alma subscriptions and one-time purchases. It applies to every plan sold at olivares.ai and alma.olivares.ai and is binding alongside our Terms of Service and Privacy Policy.
All payments for Alma are processed by Polar Software, Inc. (San Francisco, USA) as our Merchant of Record (MoR). Polar handles checkout, sales tax/VAT collection, invoicing, refunds and chargeback resolution. Polar uses Stripe as a card-network provider. Refunds appear on your statement as originating from Polar.
If you are a consumer in the EU/EEA, you have a 14-day right of withdrawal from the date of purchase. However, by completing checkout you provide express consent (via a separate, non-pre-ticked checkbox required by Article 16(m)) to the immediate commencement of the digital service. By giving this consent you acknowledge: you request immediate access before the 14-day withdrawal period expires; you lose your right of withdrawal once the service has begun (for subscriptions, upon first use; for top-ups, upon consumption of any balance); if you do not provide this consent, the service starts only after the 14-day period. A confirmation of your consent and acknowledgement is delivered to your email address as part of the purchase confirmation (durable medium), in compliance with Article 16(m).
Activation: top-ups activate only when your monthly budget is exhausted and you opt in. Idle top-ups do not consume themselves. Expiration: top-up balance expires 12 months after purchase and is consumed in FIFO order. We notify you by email 30 days before expiration. Expired balance is not restored or refunded. Refundability: non-refundable once any balance from the top-up has been consumed. The EU 14-day right of withdrawal is waived under the express-consent exception (see Section 2) once consumption has started.
If you experience a material service failure — defined as a complete inability to use core features for more than 72 consecutive hours due to our fault and not due to causes excluded in Section 8 of our Terms — you may request a service credit by contacting support@olivares.ai. Service credits are applied to your next billing cycle, are not redeemable for cash, and are not transferable. They are issued at our sole discretion and are not a right under these Terms. Causes excluded include third-party provider outages (Anthropic, Cloudflare, Replicate, Runway, etc.), force majeure, your local network/device, and government-mandated restrictions.
In rare cases — verified duplicate charges, accidental upgrades caused by a documented platform bug, or complete non-delivery — we may process a manual refund through Polar at our sole discretion. These are exceptional and not a right under these Terms. Goodwill refunds are processed via Polar and may take 5-10 business days to appear on your statement. When a goodwill refund is issued for a top-up, the corresponding un-spent balance is automatically revoked from your account to prevent double-recovery. For subscriptions, a goodwill refund cancels the subscription immediately and revokes paid-feature access.
Because Alma is a digital service delivered immediately upon purchase and you have expressly waived the 14-day right of withdrawal, opening a chargeback after using the service is contrary to our agreement and may constitute payment fraud. Please contact support@olivares.ai first — we resolve legitimate billing errors faster than any chargeback. On dispute opening, your account is automatically suspended pending resolution. We submit factual usage metadata to Polar (timestamps, plan, message and memory counts, consent timestamp, links to these Terms). We do not share conversation content, memory content, or generated content as part of dispute evidence. If resolved in your favor, account is re-activated. If lost or proven illegitimate, account is permanently terminated and remaining top-up balance is forfeited.
For any refund or service credit request, contact support@olivares.ai from the email address registered on your Alma account. Include your account email address, the purchase date and approximate amount, the reason for the request, and any supporting evidence (screenshots, timestamps, error messages). We respond to refund requests within 5 business days. Approved refunds are processed by Polar and typically appear on your statement within 5-10 business days depending on your card issuer.
This Refund Policy does not limit or override your statutory rights under applicable consumer-protection law in your jurisdiction (including Directive 2011/83/EU in the EU/EEA, the Consumer Rights Act 2015 in the UK, and equivalent laws elsewhere). Where a statutory right grants a stronger remedy than this policy, the statutory right prevails.
OlivaresAI · support@olivares.ai · For privacy or data-protection matters, privacy@olivares.ai.