Refund Policy

1. Overview

We aim to be fair and transparent about refunds. This page sets out exactly when refunds are available, how to request one, and what to expect.

If you have any questions about this policy before making a purchase, please contact us at hello@bifrost.gg.

2. Your Statutory Rights (UK Consumers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers normally have 14 days to cancel a digital service purchase and receive a full refund — except where the service has already begun with the consumer's express consent.

When you subscribe to Heimdall or Odin AI, or purchase a token top-up pack, you expressly consent to immediate access to the service and acknowledge that you lose your right to cancel under these regulations once the service is provided.

This consent is requested clearly at the point of purchase. Without it, the service cannot be activated.

This does not affect your rights under the Consumer Rights Act 2015 if the service is faulty, not as described, or not provided with reasonable care and skill.

3. Heimdall Subscriptions

Monthly Subscriptions

Heimdall monthly subscriptions are non-refundable once active. You may cancel your subscription at any time from your dashboard or by contacting us, and your access will continue until the end of the current billing period. You will not be charged again.

Annual Subscriptions

Annual Heimdall subscriptions are non-refundable after the initial 14-day cancellation period, except in the circumstances set out in Section 6 below. You may cancel an annual subscription at any time, and your access will continue until the end of the prepaid period.

If you cancel within the first 14 days and have not actively used the bot during that period (no commands executed, no dashboard logins recorded), you may request a full refund.

Downgrades and Plan Changes

If you downgrade your Heimdall plan, the price difference will be credited to your account and applied to your next billing cycle. We do not issue cash refunds for downgrades.

If you upgrade your plan, you will be charged a prorated amount for the remainder of the current billing period.

4. Odin AI Subscriptions

Odin AI is sold on a monthly basis only. Once activated, your monthly token allowance is made available to you immediately and Odin AI subscriptions are therefore non-refundable.

You may cancel your Odin AI subscription at any time from the Heimdall dashboard. Cancellation takes effect at the end of the current billing period. Tokens remaining at the end of the billing period are not refunded or transferred.

5. Odin AI Token Top-Up Packs

Token top-up packs are one-time purchases that grant additional tokens beyond your monthly subscription allowance.

Token top-up packs are non-refundable once purchased. The tokens are credited to your account immediately and become available for use upon successful payment.

Unused tokens from a top-up pack expire at the end of your current monthly billing period. Expired tokens are not refundable.

6. Refunds in Exceptional Circumstances

We may issue a refund outside of the standard policy in the following circumstances:

• Service unavailable for an extended period: if Heimdall or Odin AI experiences a continuous outage of more than 72 hours due to a fault on our infrastructure, you may request a prorated refund for the affected period.
• Duplicate or accidental charge: if you have been charged twice for the same product, or charged in error, we will refund the duplicate charge immediately upon confirmation.
• Unauthorised payment: if a payment was made on your account without your authorisation, contact us immediately at hello@bifrost.gg. We will investigate and, where appropriate, issue a refund and assist with any further steps required.
• Service materially not as described: if the service does not perform as described in our documentation due to a fault on our part, we will work to resolve the issue. If we cannot resolve it within a reasonable period, we may issue a partial or full refund at our discretion.

7. Bespoke Development Services

Refunds for bespoke development services are governed by the individual contract signed at the start of each engagement. In general:

• Deposits paid before work begins are non-refundable.
• Work in progress is invoiced on completion of agreed milestones and is not refundable once the milestone has been delivered and accepted.
• If we fail to deliver the agreed scope within the agreed timeline due to our fault, we will work with you to remedy the situation, which may include a partial refund or revised delivery terms.

The specific refund terms for any bespoke engagement will be set out in the project scope document signed before work begins.

8. Chargebacks

If you initiate a chargeback through your card issuer or bank in relation to a charge that falls outside of this Refund Policy, we may suspend access to all services associated with your account pending resolution of the chargeback.

We strongly encourage you to contact us at hello@bifrost.gg before initiating a chargeback. In most cases, we can resolve the issue directly and more quickly than the chargeback process allows.

9. How to Request a Refund

To request a refund, email us at hello@bifrost.gg with the following information:

• Your account email address
• The product or service you purchased
• The date of purchase
• The reason for your refund request

We will respond within 3 working days. If your refund is approved, it will be processed within 7 working days. Refunds are issued to the original payment method.

10. Changes to This Policy

We may update this Refund Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision. Material changes will be communicated to active subscribers via email or in-product notification at least 14 days before they take effect.

Continued use of our services after the effective date of an updated Refund Policy constitutes acceptance of the revised terms.

11. Contact

For questions about this Refund Policy, contact us at:

hello@bifrost.gg

Bifrost Development Ltd
Registered in England & Wales · Company No. 17215135
Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA