This Refund Policy explains our practices regarding refunds for token purchases, subscriptions, one-time AI twin creation fees, and related services on the Bae-i platform.
1. TOKEN PURCHASES (ONE-TIME)
1.1 General Rule
All token purchases are final and non-refundable once the transaction is complete. Tokens are digital goods intended for immediate use upon purchase.
1.2 Exception - Technical Failures
If you experience a platform-related technical issue that prevents session completion, you may be eligible for token credits:
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Reporting Window: Contact support within 48 hours of the incident
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Required Information: Session ID, date/time, and description of the issue
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Resolution: We review each case individually and may issue token credits at our discretion
Technical issues on your end (internet connectivity, device problems, etc.) do not qualify for refunds or credits.
2. AI TWIN CREATION FEES (ONE-TIME)
2.1 What This Fee Is
Some AI twin options carry a one-time creation fee. The amount is shown to you before you pay.
The fee pays for building that twin: preparing the media you submit, running the build, and setting the finished twin up on the platform. It is a service fee, not a token purchase. It adds no tokens to your balance, includes no session time, and carries no credit toward future charges. Token purchases are covered by Section 1 of this Policy.
2.2 Non-Refundable Once a Build Starts
Each build consumes computing capacity at the moment it runs. That capacity is spent per attempt and cannot be recovered or resold afterwards, whatever the outcome of the build. For that reason, the creation fee is non-refundable once your build has started.
A build starts when we begin processing the media you submitted for that twin. Section 2.3 covers a fee paid where no build has started yet, and Section 2.5 covers a build that fails for reasons on our side.
2.3 Before a Build Starts
If you have paid a creation fee and no build has started against it, the fee is refundable. Contact support@baei.ai and we will return it to your original payment method. This covers, for example:
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You change your mind before submitting your media for building
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Your creator application is declined before any build starts
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Your submission is returned to you for changes and you decide not to continue
If you prefer, an unused fee can stay on your account instead and be applied to your next submission for the same twin.
2.4 Rebuilds, Retraining and Appearance Changes
A creation fee covers one build. A later rebuild, a retrain, or a change to how your twin looks is a new build, so a new creation fee applies to it. Your existing twin stays available while a new build is in progress and is replaced only once the new one is ready.
2.5 Failed Builds Are Not Chargeable Attempts
If a build fails because of a fault in our platform, or in the infrastructure we rely on to produce it, that attempt is not chargeable. We will either run the build again at no further cost to you or, where we cannot deliver a working twin, refund the creation fee for that attempt.
This does not extend to a completed build that works as described but is not the result you hoped for, whether because of preference or because of the quality of the media you submitted. That is a chargeable attempt, and Section 2.4 applies if you want to try again. Where a twin is defective or materially different from what was described to you, the rights preserved in Sections 7 and 8 continue to apply.
2.6 Submissions We Cannot Accept
If the media you submit does not meet our published requirements, or cannot be accepted under our Acceptable Use Policy, we will tell you before any build starts. No build is run and no attempt is charged. The fee you paid stays available for a compliant submission, or you may ask for it back under Section 2.3.
2.7 Fees Paid Inside a Mobile App
Where you pay a creation fee inside a mobile app, that purchase is processed by the app store and the store’s own refund rules and refund request process apply to it. Please contact the store directly for those requests. Where a store issues a refund for a creation fee, the build it paid for may be withdrawn, and a new fee applies if you later want that twin built.
2.8 Creation Fees and Creator Earnings
A creation fee is charged to you directly at the time of purchase. The same build is not charged to you a second time as a cost on your creator statement. Creator payouts and the cost items shown on your statement are otherwise governed by the Creator Licensing Agreement.
3. SUBSCRIPTION PLANS
3.1 Cancellation
You may cancel your subscription at any time through your account settings.
3.2 Access After Cancellation
Upon cancellation, you retain access to subscription benefits until the end of your current billing period.
3.3 No Proration
We do not provide refunds or credits for partial subscription periods. If you cancel mid-cycle, you will not receive a refund for the remaining days.
3.4 Annual Plans (Future Availability)
Bae-i currently offers only monthly subscription plans. If annual subscription plans become available in the future, we will send you a renewal reminder by email before each annual renewal in accordance with applicable state laws, including California Bus. & Prof. Code § 17600 et seq. (the Automatic Renewal Law) and Minnesota Stat. § 325G.165.
4. AUTO TOP-UP PURCHASES
4.1 How Auto Top-Up Works
When you enable Auto Top-Up, Bae-i will automatically purchase additional tokens on your behalf each time your token balance falls below a threshold that you set. Before Auto Top-Up is activated, the following material terms are disclosed to you and you must affirmatively acknowledge them via a checkbox in the Auto Top-Up settings:
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Trigger threshold: You choose the threshold (between 1 and 100 tokens). When your token balance drops below this number, an auto top-up is initiated.
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Charge amount: You choose the top-up amount (between 10 and 500 tokens, currently $1.00 USD per token). Your saved payment method will be charged this amount each time the trigger fires.
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Frequency: Auto top-ups are triggered only when your balance falls below your chosen threshold; they are not scheduled at fixed intervals. The actual frequency depends on your usage.
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Disable at any time: You may turn Auto Top-Up off at any time from the Auto Reload settings (Purchase screen → Auto Reload). Disabling stops all future automatic charges immediately, with no cancellation fee.
This disclosure is provided in compliance with the federal Restore Online Shoppers’ Confidence Act (ROSCA, 15 U.S.C. §§ 8401-8405) and applicable state consumer protection laws.
4.2 General Refund Rule
Auto top-up purchases are generally non-refundable and follow the same terms as manual token purchases.
4.3 One-Time Courtesy
If you forgot to disable auto top-up and the tokens are completely unused, we may issue a one-time courtesy refund at our discretion.
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This courtesy is limited to once per account lifetime
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Tokens must be completely unused
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Request must be made within 7 days of the auto top-up charge
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Approval is not guaranteed
5. PROMOTIONAL & FREE TOKENS
5.1 No Cash Value
Free tokens, promotional credits, and bonus tokens have no cash value and cannot be converted to currency.
5.2 No Refund Rights
Promotional and free tokens are not eligible for refunds, exchanges, or transfers.
5.3 Expiration
Free and promotional tokens may expire per the terms disclosed at the time of issuance. Check your account for specific expiration dates.
6. SESSION DISPUTES
6.1 Platform Failures
If a session ends prematurely or experiences quality issues due to Bae-i platform failures (not user internet/device issues):
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Report the issue within 48 hours via support@baei.ai
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Include session ID, date/time, and detailed description of the issue
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Provide any relevant screenshots or error messages if available
6.2 Resolution Options
After review, we may offer one of the following at our discretion:
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Token credit for the affected portion of the session
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Partial refund to original payment method
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Session time extension for future use
6.3 User-Side Issues
Issues caused by your internet connection, device, or other factors outside our control do not qualify for refunds or credits.
7. U.S. STATE-SPECIFIC DISCLOSURES
This Refund Policy is displayed at checkout prior to Bae-i requesting billing information and remains accessible at all times from your account and our website footer. Nothing in this Policy waives or limits any non-waivable consumer-protection rights granted to you under the laws of your state of residence. Specific state disclosures are set out below.
7.1 New York
Pursuant to N.Y. General Business Law § 218-a (as amended August 2025 to cover online sellers), this Refund Policy is made accessible by hyperlink at checkout prior to our requesting billing information. New York residents are entitled to the remedies set forth in this Policy and any non-waivable rights conferred by New York law.
7.2 California
This Policy is conspicuously displayed at checkout in accordance with Cal. Civ. Code § 1723. Nothing in this Policy waives or limits rights conferred by the California Consumers Legal Remedies Act, the California Automatic Renewal Law (Cal. Bus. & Prof. Code § 17600 et seq.), or any other California consumer-protection statute. The price you see on the package selection screen is the total amount you will be charged at checkout; no additional platform or processing fees are added on top of that displayed price.
7.3 Florida
In accordance with Fla. Stat. § 501.142, this Refund Policy is clearly displayed at checkout. By completing a purchase, you acknowledge our disclosure regarding refunds for digital tokens and subscription services.
7.4 Minnesota
In accordance with Minn. Stat. § 325F.80, our refund disclosures are made conspicuously available at checkout and on this page.
7.5 Other States
For consumers in Connecticut (Conn. Gen. Stat. § 42-110aa), Hawaii (HRS § 481B-5.5), New Jersey, Rhode Island (R.I. Gen. Laws § 6-27-9), and Virginia (Va. Code § 59.1-200), this Refund Policy is disclosed at the time of sale and accessible at all times via our website. Where state statutory defaults would otherwise apply, this Policy controls only to the extent permitted by the applicable state law; non-waivable consumer protections are preserved.
8. EU/EEA AND UK CUSTOMERS
8.1 Digital Content Waiver
Under the EU Consumer Rights Directive, consumers generally have a 14-day right of withdrawal from digital purchases.
By purchasing tokens or starting a session, you:
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Expressly request and consent to immediate performance of the digital service
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Acknowledge that you lose your 14-day withdrawal right once tokens are added to your account or a session begins
This consent is obtained at checkout per EU Consumer Rights Directive Article 16(m).
8.2 Defective Digital Content
If digital content is defective or not as described, you may be entitled to remedies under EU consumer protection laws regardless of the above waiver.
8.3 UK Consumer Rights
For UK consumers, this Policy does not limit statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection laws. If digital content is faulty, not as described, or otherwise fails to meet applicable legal standards, you may be entitled to remedies such as repair, replacement, price reduction, or refund regardless of the general no-refund rules in this Policy.
The immediate-access consent described above does not remove any non-waivable statutory rights that apply to defective digital content or services.
8.4 AI Twin Creation Fees
For a one-time AI twin creation fee, we treat the withdrawal period as running until your build starts. You may withdraw and have the fee returned at any point before then, as described in Section 2.3.
When you submit your media for building, you expressly request that we begin the build immediately and you acknowledge that you lose your withdrawal right for that build once it starts. Sections 8.2 and 8.3 continue to apply to a build that is defective or not as described.
9. CHARGEBACKS & DISPUTES
9.1 Contact Us First
If you have a billing concern, please contact us at support@baei.ai before initiating a chargeback with your payment provider. We are committed to resolving issues fairly and promptly.
9.2 Impact on Creator Payouts
Refunded or charged-back tokens reduce the revenue attributed to the creator whose avatar was used in the corresponding session. This adjustment is applied in the billing period in which the refund or chargeback is processed. See the Creator Licensing Agreement for full payout terms.
9.3 Chargeback Consequences
Filing a chargeback or payment dispute without first attempting to resolve the issue with us may result in:
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Temporary restriction of disputed unused tokens while the dispute is reviewed
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Temporary account restrictions where needed to prevent further unauthorized or disputed charges
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Account suspension or termination only for fraudulent, abusive, or repeated bad-faith disputes
Nothing in this section limits any non-waivable statutory rights or your right to dispute unauthorized or legally improper charges.
10. HOW TO REQUEST A REFUND
10.1 Contact Information
Subject Line: Refund Request - [Your Account Email]
10.2 Required Information
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Transaction ID or receipt number
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Reason for refund request
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Any relevant session IDs (for technical issues)
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The twin the fee relates to (for AI twin creation fees)
10.3 Response Time
We will respond to refund requests within 5 business days. Complex cases may require additional time for investigation.
10.4 Refund Processing
Approved refunds are processed to your original payment method within 5-10 business days. Your bank may take additional time to reflect the credit.
11. CHANGES TO THIS POLICY
We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website.
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Material changes will be announced via email or platform notification
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Each purchase is governed by the Refund Policy in effect at the time of that purchase
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Changes apply only to purchases made after the effective date unless applicable law requires otherwise
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Continued use of the platform after changes constitutes acceptance of the updated Policy for future purchases and ongoing platform use, but does not retroactively change refund terms for completed purchases
12. CONTACT INFORMATION
Baei Inc.
251 Little Falls Drive, Wilmington, County of New Castle, 19808 Delaware USA
Refund inquiries: support@baei.ai
Legal inquiries: legal@baei.ai
By using Bae-i, you acknowledge that you have read, understood, and agree to this Refund Policy.
