Refund Policy

Introduction

Effective Date: June 2026 | Last Updated: September 2026

This policy explains when Y-Institute, trading as Y-Institute ("Y-Institute", "we", "us"), refunds payments for the Y Intelligence platform ("Y"). It forms part of our Terms of Service. Where you are a consumer, the mandatory rules of Dutch and EU law in section 2 apply and nothing here reduces them; several of our rules go further than the law requires.

1 Summary

2 Consumers: 14-day right of withdrawal

2.1 The right. If you are a consumer (a natural person acting outside a trade, business, craft or profession), Article 6:230o of the Dutch Civil Code (Burgerlijk Wetboek, "BW"), implementing Article 9 of Directive 2011/83/EU, gives you 14 days from the day the contract is concluded to withdraw from a subscription or a Credit purchase without giving a reason. To withdraw, send us an unequivocal statement before the period ends, by email to [email protected], using the model form in section 12, or through the withdrawal function in Billing where it is offered. We confirm receipt by email without delay.

2.2 Refund. We refund all payments received from you within 14 days of the day we receive your withdrawal, using the same payment method you used, at no cost to you (Article 6:230r BW).

2.3 Service you have already used. Y starts immediately, and when you subscribe you expressly ask us to begin during the withdrawal period. Under Article 6:230s(4) BW you therefore pay a proportionate amount for what was supplied before you withdrew. We calculate it as the greater of (a) the pro rata plan fee for the days used and (b) the euro value of the Credits you consumed at €0.005 per Credit, and deduct it from the refund. Purchased Credits you have consumed are digital content whose supply began at your express request with your acknowledgement that you lose the right of withdrawal for them (Article 6:230p under g BW); we deduct their value in the same way.

2.4 Our goodwill rule. Where you have consumed less than 10% of the Credits you bought or received with the plan during the withdrawal period, we waive the deduction and refund the full amount. This goes beyond what the law requires.

2.5 Business customers do not have a statutory right of withdrawal, but sections 3 to 8 apply to them.

3 Monthly plans

3.1 Monthly plans are paid in advance and can be cancelled at any time. Cancellation takes effect at the end of the month you have paid for, and you keep full access until then. We do not refund the remaining part of a month, except as sections 2, 6 and 8 provide.

3.2 If you upgrade, the new plan starts immediately and we charge only the pro rata difference for the rest of the current month. If you downgrade, the change applies from your next renewal and nothing is refunded.

3.3 If we raise the price of your plan and you cancel before the new price takes effect, you are never charged the new price.

4 Credit top-ups and auto top-up

4.1 One Credit is worth €0.005. Top-ups from €5 to €25 000 in steps of €5 are added to your balance immediately. Larger top-ups earn Bonus Credits as shown on the Pricing page.

4.2 Unused top-ups are refunded in full if you ask within 14 days of purchase, whether or not you are a consumer. Any Bonus Credits granted with that top-up are cancelled.

4.3 Partly used top-ups. If you ask within 14 days, we refund the unused Purchased Credits from that top-up at €0.005 per Credit and cancel the Bonus Credits pro rata. After 14 days, Purchased Credits stay in your balance and never expire while your Workspace exists; they are refunded when you close your Workspace under section 4.5.

4.4 Auto top-up. If auto top-up charged you and you did not intend it, switch it off in Billing and tell us within 14 days; we refund the unused Credits from the most recent auto top-up. Charges older than 14 days that were made in line with the threshold and amount you set are not refunded, but the Credits remain yours.

4.5 Closing your Workspace. When you permanently close a Workspace, we refund the unused Purchased Credits that were bought in the preceding 12 months at €0.005 per Credit. Included Credits and Bonus Credits have no cash value and are not refunded.

5 Fixed-term and enterprise subscriptions

5.1 Consumers on an annual plan have the 14-day right of withdrawal in section 2. After that, Article 6:236 under j BW means your subscription is not renewed for another fixed year but continues month to month, cancellable on one month's notice, so there is nothing further to refund at the end of the first year.

5.2 Business customers on an annual prepaid plan or a Y SaaS Subscription Agreement cannot terminate for convenience during a Term. We refund prepaid fees pro rata for the unexpired part of the Term where the subscription ends because:

• you rejected a fee increase above the permitted cap or a change of terms you did not accept within the period allowed;
• a change to Y materially reduced its functionality, security or performance for you and we did not remedy it;
• you objected to a new sub-processor on reasonable data protection grounds and we could not resolve the objection;
• we proposed to store or process your Client Data outside the European Union and you did not accept;
• we failed to deliver access within the timelines in the Delivery Policy and did not remedy within 5 Business Days;
• availability fell below 99.5% in 3 consecutive months or in 4 months in any 12 (chronic failure);
• we materially breached the agreement and did not remedy within 20 Business Days of your notice;
• an intellectual property claim required us to withdraw Y and we could not provide a non-infringing alternative;
• force majeure prevented performance for more than 30 consecutive days;
• we discontinued Y or your plan, or withdrew a material feature you relied on.

5.3 If a business customer's warranty claim is not resolved by repair or re-performance within 30 Business Days, the customer may terminate the affected plan or module with a pro rata refund.

5.4 Where a fixed-term subscription ends for the customer's breach or non-payment, no refund is due and fees for the rest of the Term remain payable.

6 When we always refund

We refund in full, without deduction, regardless of who you are or when you ask, where:

• you were charged twice for the same item, or charged an amount different from the price shown at checkout;
• a payment succeeded but the plan or Credits were not delivered within the time in the Delivery Policy and you no longer want them;
• Credits were deducted for an action that failed because of a fault on our side (we restore the Credits, or refund on request);
• we charged you after you had cancelled in accordance with the Cancellation Policy;
• you were charged VAT at the wrong rate or when you were entitled to the reverse charge (we refund the VAT difference and issue a corrected invoice);
• your account was used fraudulently by someone else and you told us within 13 months of the charge, as Articles 71 and 73 of Directive (EU) 2015/2366 (PSD2) and your payment provider's rules allow, unless you acted fraudulently or with gross negligence.

7 What is not refundable

• Included Credits and Bonus Credits, which have no cash value.
• Credits consumed by actions that completed, including AI output you consider unsatisfactory: Y uses AI and can make mistakes, and you are responsible for reviewing output before relying on it. If a specific output failed or was unusable because of a fault on our side, we restore the Credits.
• The remainder of a monthly period after cancellation (section 3), outside the withdrawal period.
• Fees for a fixed-term subscription that ended because of your breach or non-payment.
• Implementation, training and other professional services after they have been delivered, unless the statement of work says otherwise.
• Meta WhatsApp conversation charges and other third-party charges we have already paid on your behalf.

8 Service Credits for downtime

8.1 Subscription Agreement customers. If monthly availability falls below 99.5% we credit your next invoice as follows:

Service Credits are capped at 100% of one month's fees and three months' fees in any rolling 12 months. Claim within 20 Business Days after month end; we respond within 10 Business Days. If the chronic-failure threshold in section 5.2 is reached, you may terminate and receive a refund of all prepaid unexpired fees instead.

8.2 Service Credits are credits against future fees, not cash, unless the subscription ends, in which case we pay any outstanding Service Credits in cash.

8.3 Self-service customers. If Y is unavailable to you for more than 8 consecutive Business Hours in a month, tell us within 20 Business Days and we credit 10% of that month's plan fee as Credits or, if you prefer, refund it.

9 Purchases through a reseller

If you bought Y through an authorised reseller, the reseller is your contracting and invoicing party and handles refunds under its own terms, which must give consumers at least their statutory rights. Ask the reseller first. If the reseller does not resolve a refund claim within 30 days, contact us at [email protected] and we will work with the reseller to resolve it. We never withhold your Client Data or access because of a dispute between you and a reseller about payment.

10 How to request a refund and how we pay it

10.1 Email [email protected] from the email address on your account, or use the withdrawal or refund option in Billing, stating the Workspace, the payment (date and amount) and the reason. Consumers exercising the right of withdrawal may use the model form in section 12 but do not have to.

10.2 We acknowledge within 2 Business Days and decide within 10 Business Days. Approved refunds are paid within 14 days of your request, and in any event within the period the law requires: 14 days for a consumer withdrawal (Article 6:230r BW).

10.3 Refunds go back to the payment method you used, through [PAYMENT PROCESSOR]. Card refunds usually appear within 5 to 10 Business Days depending on your bank; iDEAL and SEPA refunds within 2 to 3 Business Days. If the original method is closed, we pay by SEPA bank transfer to an account in your name. We never charge a fee for a refund.

10.4 Where a refund follows a cancelled or withdrawn subscription, we issue a credit note against the original invoice.

11 Chargebacks

Please contact us before disputing a charge with your bank or card issuer; most issues are resolved within 2 Business Days. If a chargeback is raised for a charge that was valid under these terms, we provide our records to [PAYMENT PROCESSOR] and your bank and may suspend the Workspace until the dispute is resolved, in which case your Client Data remains intact and available for export. If the chargeback succeeds for a valid charge, the Credits or plan it paid for are reversed.

12 Model withdrawal form and contact

To exercise your right of withdrawal you may (but need not) copy the following into an email to [email protected]:

To Y-Institute trading as Y-Institute,, [email protected]:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service: [plan name or Credit top-up]

Ordered on: [date]

Name of consumer(s):

Address of consumer(s):

Email address used for the account:

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.

Y-Institute

Chamber of Commerce (KvK):  | VAT: 

Registered office:

Refunds and withdrawals: [email protected]

Telephone: 

If we cannot resolve a complaint, consumers may contact ACM ConsuWijzer or their local European Consumer Centre; see section 24 of the Terms of Service.