Version: 1.0
Effective date: 2 November 2026
This policy is part of the Positronic Platform Terms of Service. The words "Positronic", "customer", "consumer", "credit", "bought credit", "granted credit", "hold", "evaluation", "score" and "pricing page" have the meaning that the terms give them. Positronic is Positronic Robotics Inc.
Summary
| What the customer has | Refund |
|---|---|
| Bought credits that are available (not spent, not held) | Money back, on request, within 12 months after the purchase |
| A purchase made in the last 14 days, by a consumer in the EU or the UK | The consumer can withdraw with no reason (section 8) |
| Credits in a hold for an evaluation | No refund while the hold stays. The credits that settlement releases become available |
| Credits that an evaluation used | No refund. The platform charges nothing for a platform fault (section 3) |
| Granted credits (a prize, a promotion, a pilot) | No refund. They have no cash value |
| A payment that failed, or that the customer cancelled | No charge, and no credits |
1. What the customer buys
The customer buys credits in advance. Positronic adds the credits to the balance when Stripe confirms the payment. The platform then takes credits for each evaluation, as the terms and the pricing page state. The customer sees each purchase, each hold and each charge in the console, under the account page.
2. Refund of available bought credits
2.1 What Positronic refunds. On request, Positronic refunds bought credits that are available: credits that the customer did not spend and that no hold reserves. The customer can ask within 12 months after the purchase. After that, the customer can still spend the credits: they do not expire. Sections 4.8 and 14.3 of the terms, and section 7 here, give more time in some cases.
2.2 How to ask. The customer sends an email to the support address in section 9 from the email address of the account. The email gives:
a. the date and the amount of the purchase, or the receipt from Stripe; and
b. the number of credits to refund, or "all available credits".
2.3 The amount. Positronic refunds the price that the customer paid for each credit in that purchase, times the number of credits to refund, in the currency of the purchase. For example, if a purchase gave 50 credits for an amount A, a refund of 20 of those credits returns 20 × A ÷ 50. Positronic rounds the result to the nearest cent, or the smallest unit of the currency.
2.4 Credits from more than one purchase. The balance does not record which credit an evaluation used. For a refund, Positronic counts granted credits as spent first, and then bought credits in the order of purchase, the oldest purchase first. So the available bought credits come from the latest purchases. A refund takes them from the latest purchase first, at the price of that purchase.
2.5 Tax. The refund includes the tax that the refunded part of the price included.
2.6 Fees. Positronic pays the Stripe processing fee. A refund is never less because of it.
2.7 What happens. Positronic first removes the refunded credits from the balance. Then it sends the refund through Stripe to the card or the payment method that paid. Stripe cannot send a refund to another card or account. Positronic sends the refund within 10 business days after it receives a complete request. Stripe states that the customer sees the refund on the statement about 5 to 10 business days later. The time depends on the bank.
2.8 If the credits are not available. If the customer spent part of the credits, or a hold reserves them, Positronic refunds only the available part. When a hold settles, the credits that it releases become available, and the customer can ask again.
3. Credits that an evaluation used
3.1 No refund for used credits. Positronic does not refund credits that an evaluation used.
3.2 What the platform does not charge. The platform already charges nothing for:
a. setup, scene reset and wait time on a real robot;
b. an attempt that the platform discarded, or that a platform error stopped. The platform runs the episode again within its retry limits;
c. a recording with robot data that is missing, cut short or not valid;
d. a simulated evaluation that a platform fault ended, or that never started; and
e. an evaluation that the customer cancelled before the platform started it.
3.3 A usable recording costs credits. The platform charges for a usable recording when the policy fails the task, and when the operator stops the robot for safety. These are results of the evaluation, so they are not grounds for a refund.
3.4 A charge or a score that the customer thinks is wrong. The customer sends an email to the support address within 60 days after the evaluation ends, with the evaluation and the reason. Positronic checks the records of the evaluation and answers within 10 business days. If the charge was wrong, Positronic gives the credits back to the balance. The customer sees each correction in the credit history. Section 5A of the terms covers a review of a score.
4. Granted credits
Positronic does not refund credits that it granted at no charge, for example as a prize, a promotion, a pilot or a welcome grant. They have no cash value. The grant states its conditions. If the grant states no expiry, granted credits do not expire.
5. Payments that did not complete
If the customer cancels Checkout, or if the payment fails or expires, Positronic charges nothing and adds no credits. If the bank later confirms a payment that the customer thought failed, Positronic adds the credits of that purchase one time. The customer can then ask for a refund under section 2.
6. Payment disputes
The customer agrees to send an email to the support address before it disputes a payment with its bank. Positronic answers within 5 business days. If the customer opens a dispute, Positronic can stop the spend of the credits of that purchase until the dispute closes. If the bank returns the money to the customer, Positronic removes the credits of that purchase. If the customer spent them already, Positronic can suspend the account until the customer pays for the credits that it used.
7. When the account closes
7.1 If the customer closes its account, Positronic refunds its available bought credits under section 2, if the customer asks for it within the refund period.
7.2 If Positronic closes the account, section 9.3 of the terms applies.
7.3 If Positronic stops new credit sales, accepted evaluations continue, and the customer can spend its balance or ask for a refund of its available bought credits. If Positronic stops the platform, it refunds the available bought credits with no time limit.
8. Consumers in the EU and the UK: the right to withdraw
8.1 The right. A consumer who lives in the EU or the UK can withdraw from a purchase of credits within 14 days after the purchase, with no reason.
8.2 The service starts at once. At Checkout, the consumer asks Positronic to make the credits available at once, and confirms that he or she knows the effect: the right to withdraw ends when the consumer has spent all the credits of that purchase. Positronic sends a confirmation of the purchase by email that repeats this request.
8.3 How to withdraw. The consumer tells Positronic before the 14 days end, with a clear statement, by email to the support address. The consumer can use the model form below, but does not have to.
8.4 The refund. Positronic refunds the price of the purchase, less the price of the credits of that purchase that the consumer spent before the withdrawal. Positronic removes the remaining credits of that purchase from the balance. It sends the refund within 14 days after it receives the withdrawal, to the payment method that paid, with no fee.
8.5 Model withdrawal form.
To Positronic Robotics Inc., 2261 Market Street STE 10859, San Francisco, CA 94114, United States, [email protected]: I hereby give notice that I withdraw from my contract for the following purchase of credits: ordered on (date), account email (email), name of consumer, date.
9. Contact
Email: [email protected] Post: Positronic Robotics Inc., 2261 Market Street STE 10859, San Francisco, CA 94114, United States