Indexed Pte Ltd is in the process of being incorporated in Singapore. Pending completion of incorporation, Indexed* is operated by Han Studios (Phnom Penh, Cambodia). References to "Indexed" in this Policy refer to the current operator and its incorporated successor interchangeably.
This Refund Policy describes when and how a Client may receive a refund from Indexed Pte Ltd ("Indexed", "we", "us", "our"). It is part of and incorporated by reference into our Terms of Service and is governed by the laws of the Republic of Singapore.
The Service is provided on a B2B basis to business clients. This Policy applies only to fees paid by the Client for the Indexed Service.
1. Setup Fee (USD 349.00)
1.1 Refundable before Confirmation
The Setup fee is fully refundable if both of the following are met:
(a) The refund is requested before the Client has Confirmed the Preview under Section 5 of the Terms; and
(b) The request is made within 30 days of payment.
1.2 Non-refundable after Confirmation
The Setup fee is non-refundable once Confirmation has occurred, because Confirmation:
(a) Triggers Sho to purchase the .com domain — an irreversible, real-money third-party transaction with Cloudflare Registrar;
(b) Triggers production deploy and the Site becoming live; and
(c) Marks the delivery of the build work performed by the Agents in its final form.
1.3 Mistaken Confirmation
If you Confirm in error, you may notify us within 24 hours at billing@beindexed.ai. Subject to the irreversibility of any domain purchase already made, we may at our sole discretion accept the reversal and refund the Setup fee less any third-party cost actually incurred. There is no entitlement to refund for mistaken Confirmation, and decisions under this Section 1.3 are final.
2. Subscription Fee (USD 49.00 / month)
2.1 Non-refundable once charged
Subscription fees are non-refundable once charged.
2.2 Mid-cycle cancellation
On cancellation under Section 13.2 of the Terms:
(a) The Site remains live until the end of the current paid month;
(b) No further Subscription fee will be charged;
(c) We do not pro-rate or refund the unused portion of the current month.
3. How to Request a Refund
To request a refund of the Setup fee prior to Confirmation:
- Email billing@beindexed.ai with the subject line "Refund request".
- Include the email address used at signup.
- Include the reason for the refund (optional, but helps us improve).
We will:
(a) Acknowledge your request within 2 business days;
(b) Process eligible refunds within 7 business days of acknowledgment; and
(c) Refund to the original payment method, via Stripe.
After we process the refund, Stripe may take an additional 5 to 10 business days to return the funds to your card, depending on your card issuer.
A request is "business day" measured in Singapore (UTC+8), excluding Singapore public holidays.
4. Service Failure
If we are unable to deliver the Service due to a technical or operational failure attributable to Indexed (and not to force majeure, third-party infrastructure failure, or the Client's act or omission) that we fail to resolve within 14 days of the original deploy commitment, the Client is entitled, at its option, to:
(a) A full refund of the Setup fee and any Subscription fees paid since the failure began; or
(b) A pro-rata service credit equal to the duration of the failure, applied to future Subscription fees.
5. Domain Not Part of a Refund
A refund of the Setup fee does not transfer ownership of any domain purchased on the Client's behalf. Under Section 6 of the Terms, the .com domain remains the sole property of Indexed at all times.
Where a refund is issued before Confirmation, no domain will have been purchased and no domain ownership question arises.
6. Chargebacks and Disputes
If the Client has any billing concern, the Client agrees to first contact us at billing@beindexed.ai. We resolve almost all billing issues directly within 7 business days.
If the Client initiates a credit card chargeback or any payment-processor dispute without first contacting us:
(a) We may suspend or terminate the account under Section 13.4 of the Terms;
(b) We will dispute the chargeback with evidence of services rendered, including Confirmation logs, domain purchase records, and deploy artefacts; and
(c) Any administrative or processor fees we incur are recoverable from the Client.
Bringing a chargeback in respect of fees that are not refundable under this Policy is a breach of the Terms.
7. Discretionary Refunds
In exceptional circumstances (including extended downtime, significant Service degradation, or genuine operational error), we may at our sole discretion offer partial refunds, account credits, or service extensions. These are case-by-case and do not create any entitlement to similar treatment in any other case.
8. Taxes
Where a refund is issued, the amount refunded is the original amount paid by the Client, less any non-refundable third-party transaction fees (e.g. payment processor fees Indexed cannot recover) and net of any applicable tax adjustments required by law.
9. Changes
We may update this Policy from time to time. The "Last updated" date at the top reflects the most recent change. Changes apply only to refund requests submitted after the effective date. Where changes are material, we will notify the Client at least 14 days in advance under Section 32 of the Terms.
10. Language
This Policy is made in English, which is the controlling language. Any translation is provided for convenience only.
11. Contact
- Billing: billing@beindexed.ai
- General: hello@beindexed.ai
- Mail: [Indexed Pte Ltd registered office to be confirmed on incorporation]. Operations: Han Studios, Phnom Penh, Cambodia.