This policy governs the cancellation of transactions and the refund of payments in connection with GAFFER.AI (the “Service”), operated by GAFFER.AI, Israeli Authorised Dealer (עוסק מורשה) No. 322714833. The policy applies a different legal framework depending on the consumer’s habitual residence:
- Israel — Sections A & C below apply, anchored to the Israeli Consumer Protection Law, 5741-1981 and its regulations.
- EU / EEA — Sections B & C below apply, anchored to Directive 2011/83/EU (Consumer Rights Directive).
- UK / US / RoW — Section C and applicable local mandatory law apply.
This policy forms an integral part of the Terms of Service.
1. Nature of the Service & Consent to Immediate Supply
The Service supplies digital content delivered immediately upon purchase. By completing a purchase, you give your express prior consent to the immediate commencement of supply and you acknowledge that you thereby lose your statutory right of withdrawal to the extent the Service has already been supplied — as required by Section 14C(d) of the Israeli Consumer Protection Law and Article 16(m) of Directive 2011/83/EU. The practical effect: consumed tokens are non-refundable; unconsumed tokens remain eligible for refund within the cooling-off period set out in the section that applies to you.
Section A — Israeli Consumers
A.1 Cooling-Off Period (14 days)
Subject to §§14C(b)-(c) of the Israeli Consumer Protection Law:
- Top-up token packs (one-time): may be cancelled within 14 days of purchase or of receiving the disclosure document (whichever is later), provided no token from the pack has been consumed.
- Monthly subscription: may be cancelled within 14 days of entry. If no tokens consumed — full refund. If tokens consumed — refund minus the value of consumed tokens calculated at the consumer’s effective per-token rate paid for the subscription (not the standalone Top-up rate).
- Annual subscription: may be cancelled within 14 days of the start of the annual subscription. Refund computed on the same effective-per-token basis.
A.2 Cancellation Fee (Israel only)
When cancellation is exercised under the §14C statutory right, we may charge a fee equal to 5% of the transaction value or NIS 100, whichever is lower, pursuant to §14E(b). The fee is deducted from the refund amount.
No cancellation fee applies where:
- cancellation is due to a defect or non-conformity in the Service;
- cancellation is exercised by a person with a disability, a senior citizen (65+) or a new immigrant under the extended right (§§14E(c) and 14C1);
- cancellation is in a transaction outside the distance-selling framework where mandatory law requires a full refund.
A.3 Extended Right (Protected Consumers, 4 months)
Pursuant to §14C1 of the Israeli Consumer Protection Law, a person with a disability, a senior citizen (65+) or a new immigrant (within 5 years of immigration) may cancel a continuing transaction (such as our monthly or annual subscriptions) within four (4) months of entering it, exercising the statutory right available to protected consumers — no prior conversation with us is required. No cancellation fee applies in such cases.
Section B — EU / EEA Consumers
B.1 14-Day Withdrawal
- Under Article 9 of Directive 2011/83/EU, you may withdraw from the contract within 14 days without giving any reason, provided that the Article 16(m) digital-content exception has not been triggered.
- The Article 16(m) exception is triggered by the consent + acknowledgement at checkout described in Section 1 above. To the extent we have supplied digital content (i.e. you have consumed tokens), the right of withdrawal does not apply to that supplied portion.
- Top-up packs in which no token has been consumed remain fully refundable within the 14-day window.
B.2 No Cancellation Fee — Pro-Rata Only
Unlike Israeli law, EU consumer law does not allow a cancellation fee. Within the withdrawal period, we may deduct only the proportionate value of the service already supplied with your consent (Article 14(3)) — i.e. the value of the tokens you have already consumed, calculated at your effective per-token rate.
B.3 Online Dispute Resolution
EU/EEA consumers may submit disputes via the European Commission’s ODR platform at ec.europa.eu/consumers/odrpursuant to Regulation (EU) 524/2013.
Section C — All Consumers (incl. UK / US / RoW)
C.1 Subscription Cancellation Beyond the Cooling-Off Window
You may cancel a subscription at any time, including after any statutory cooling-off period, by emailing hello@gafferai.io. Email is the sole channel for cancellation and refund requests, ensuring a written record of every request and its handling timestamp. Cancellation takes effect at the end of the current billing cycle and no further charge is made.
- Monthly: cancellation during a billing cycle does not entitle you to a refund for that month; the Service remains available until the end of the cycle.
- Annual: cancellation after the cooling-off window entitles you to a pro-rata refund for the months not yet started, less the value of consumed tokens calculated at the effective per-token annual rate, and less any Israeli cancellation fee under A.2 if it applies.
C.2 Refund of Unused Tokens
Top-up tokens that have not been consumed at all may be refunded in full within 14 days of purchase. After 14 days, or if any token has been consumed, the pack becomes non-refundable, subject to Section 1 above. We recommend evaluating the Service via the available trial before purchasing large packs.
C.3 Refund for Defective or Erroneous Service
Where an Output is materially defective (technical failure preventing generation, or a clear error on our side), you must notify us within 7 days of the failed action at hello@gafferai.io. We will investigate and, where the failure is on our side, credit you with the tokens consumed in the failed action. Subjective dissatisfaction with AI output quality — short of a technical failure — is not a basis for refund.
C.4 Refund Method & Timing
- Refunds are processed using the original payment method, unless agreed otherwise in writing.
- Card refunds are processed via our payment processor (Stripe).
- We will process refunds within 7 business days of approving the cancellation, as required by §14E of the Israeli Consumer Protection Law and Article 13 of the EU Consumer Rights Directive. The date the refund appears on your statement also depends on your card issuer and may take up to 14 business days.
C.5 How to Submit a Cancellation Request
Cancellation requests must be submitted by email only, to:
Please include: your full name, the email address associated with your account, the transaction ID if known, and the reason for cancellation. We will acknowledge receipt within 3 business days and provide a substantive response within 14 days of receipt. Email is the sole cancellation channel — this gives both parties a written record of the request and the response timeline.
C.6 When the Right of Cancellation Does Not Apply
The right of cancellation does not apply in cases including:
- services supplied to a business customer (B2B), where the customer is registered as a business under applicable law;
- digital goods or content services capable of electronic copying / replication / storage, where supply has commenced with the consumer’s consent (§14C(d) of the Israeli Consumer Protection Law; Article 16(m) of EU Directive 2011/83/EU);
- services bespoke to the consumer (customised Output that is not reusable).
C.7 Currency & FX
Cancellation fees referenced above are stated in Israeli Shekels (₪). For transactions originally paid in another currency, refunds will be issued in the original currency at the FX rate applicable on the date of the original charge. The NIS 100 cap (Section A.2) is approximately USD 27 / EUR 25 / GBP 21 at publication date.
C.8 Changes to this Policy
We may update this policy from time to time. Any material change will be emailed to you at least 30 days before it takes effect; during that 30-day window you may cancel any subscription without penalty.
Contact
For any question or request regarding cancellation or refund — by email only:
hello@gafferai.io
Address: Tel Aviv, Israel
Israeli Authorised Dealer No.: 322714833