Refund Policy

Overview

This Refund Policy explains when and how Dream AI Labs Ltd ("Dream", "we", "us") will issue refunds in connection with your use of the Dream AI Personal Assistant service ("Service"). This Policy should be read alongside our Terms and Conditions, which govern your use of the Service.

Dream is an AI Personal Assistant that facilitates purchases on your behalf and charges a service fee for doing so. This Policy covers two distinct areas: refunds relating to your Subscription, and refunds relating to purchases facilitated on your behalf by your PA.

1. Subscription Fees

1.1 No refunds on subscription fees.

Subscription fees are charged monthly in advance and are non-refundable. This includes your monthly plan fee, any add-ons or upgrades you initiate, and any top-ups of AI Hours or Human Hours purchased during a billing period.

1.2 Cancel anytime.

You may cancel your subscription at any time through your Account settings. Cancellation takes effect at the end of your current monthly billing period — you are not charged again after cancellation, but you will not receive a refund for the period already paid.

1.3 Access until end of billing period.

Following cancellation, your Account remains active and your full allocation of AI Hours, Human Hours, and other plan entitlements continues to be available until the end of the billing period for which you have paid. Unused hours expire at the end of that period and are not carried forward or refunded.

1.4 If Dream terminates your subscription without cause.

If Dream terminates your subscription without cause (for example, because it discontinues the Service in your region), you will receive a pro-rated refund for any prepaid period beyond the date of termination, in accordance with the Terms and Conditions.

1.5 Where required by applicable consumer protection law.

Your statutory rights to a refund are not affected by this Policy.

2. Purchases Made via Dream

2.1 Merchant refund policy applies.

When your PA makes a purchase on your behalf, the refund rights attaching to the underlying goods or services are governed by the relevant merchant's own refund and returns policy. Dream does not apply an independent refund policy on top of the merchant's. Before authorising a purchase, you are encouraged to review the merchant's terms.

2.2 How purchase refunds reach you.

Dream uses a virtual corporate card ("VCC") held in Dream's name to complete purchases with merchants. When a merchant issues a refund, those funds are returned to that VCC. Dream will initiate the transfer of the refunded amount to your linked payment card promptly upon receipt — typically within 5 business days of Dream receiving the merchant refund.

2.3

The timescale for the refund to appear in your account will depend on your card issuer's processing times, which are outside Dream's control. Dream will provide you with confirmation once the transfer has been initiated.

Purchase refund scenarios

2.4 Processing Fees.

The Processing Fee is Dream's service fee for facilitating your purchase. Processing Fees are non-refundable in connection with merchant-initiated refunds, except where the refund is a result of Dream's own error. Where Dream cancels a purchase before it is completed, or where a purchase fails through no fault of your own, the Processing Fee will be refunded in full along with the purchase amount.

2.5 Your statutory rights.

Where you have statutory rights against a merchant in respect of goods or services purchased on your behalf — for example, under the Consumer Rights Act 2015 — those rights remain yours and are not affected by this Policy or by the mechanics of how Dream processes purchases. Dream will, where reasonably practicable, assist you in exercising those rights against the relevant merchant.

3. How to Request a Refund

3.1

For subscription-related queries, please contact our support team at hello@usedream.ai. We will acknowledge your query within 3 business days.

3.2

For purchase-related refunds:

• Where a merchant has agreed to issue a refund, please notify Dream at hello@usedream.ai with the relevant order details so that we can track the incoming refund and pass it on to you promptly.
• Where you believe a refund is due because of a price discrepancy, a failed purchase, or a Dream error, please contact us at hello@usedream.ai with the relevant Purchase Authorisation reference and we will investigate and respond within 5 business days.

3.3

Dream will handle all refund requests fairly and in accordance with this Policy, our Terms and Conditions, and applicable law. If you are not satisfied with our response, you may raise a complaint under our Complaints process set out in the Terms and Conditions.

4. Changes to This Policy

4.1 Dream may update this Refund Policy from time to time. Where changes are material, Dream will provide at least 30 days' notice via email or in-app notification before the updated Policy takes effect.

4.2 The current version of this Policy is always available at usedream.ai. The version applicable to any given transaction is the version in force at the time of your Purchase Authorisation or subscription payment.

Contact Information

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