Highwind | Melio AI, Inc. Payment Refund Policy

Payment and Refund Policy

Effective Date: 19 March 2025

Last Updated: 19 March 2025

This Payment and Refund Policy ("Policy") governs transactions on the Highwind Marketplace ("Highwind," "we," "us," "our") at https://www.highwind.ai. It is incorporated by reference into the Highwind Terms of Use, Seller Agreement, AI Solutions License Agreement, and Acceptable Use Policy. By purchasing or selling AI solutions, services, or related offerings ("Offerings") through Highwind, you agree to the terms below.

1. Payment Flow & Disbursements

1. Buyer Payment to Highwind

Buyers pay Highwind directly at checkout; Sellers do not receive immediate payment from Buyers.
Highwind processes all financial transactions and collects any applicable taxes, fees, or surcharges.

2. Highwind Holding Period

Highwind holds transaction proceeds until the end of the next calendar month after the Buyer's payment date.
- Example: Payment on 15 March → Seller paid on 30 April.
- Example: Payment on 31 March → Seller paid on 30 April.
- Example: Payment on 28 February → Seller paid on 31 March.

3. Seller Payout

On the last day of each month, Highwind disburses funds to Sellers for all Buyer payments received in the previous month.
Payouts may occur on the next business day if there is a holiday or technical delay.

4. Accepted Payment Methods

Highwind accepts major credit cards, debit cards, and other payment methods indicated at checkout.
Currency conversions or international transaction fees are the Buyer's responsibility if paying in non-USD currencies.

5. Subscription Renewals

Subscription-based Offerings renew automatically at the end of each billing cycle.
To cancel, Buyers should use their Highwind account settings; cancellations take effect at the end of the current billing cycle unless otherwise stated.

6. Tax Obligations

Highwind collects and remits taxes where legally required (e.g., VAT, sales tax) based on its jurisdiction of tax registration.
Buyers and Sellers are solely responsible for determining, reporting, and paying any additional taxes required by their local laws, including but not limited to income tax, VAT, GST, or other applicable duties.
Highwind is not responsible for verifying or enforcing tax compliance outside its direct remittance obligations.

2. Refund Requests & Scope

1. All Refund Requests via Highwind

Because Sellers do not hold transaction proceeds, any Buyer seeking a refund must contact Highwind directly at support@highwind.ai.
Sellers cannot issue refunds directly (they do not have access to the Buyer's payment until the monthly disbursement).

2. Seller Policies vs. Highwind Default

Sellers may publish specific refund terms that exceed Highwind's baseline protections, but not fall below them.
Where a Seller's policy is silent or absent, the Default Highwind Refund Policy (Section 3) applies.

3. Highwind's Review

Upon receiving a refund request, Highwind reviews it under the Seller's policy if one exists, or under Highwind's default policy.
Highwind's decision is final in cases of fraud, non-delivery, or violation of the Acceptable Use Policy.

3. Default Highwind Refund Policy

If the Seller does not provide a specific written refund policy or that policy does not address a particular scenario, these terms apply:

1. Refund Window

Buyers must request a refund within 14 days of the purchase or subscription renewal date, unless otherwise specified by law or the Seller's policy.

2. Digital Goods & AI Solutions

Once digital content (e.g., software, AI model, dataset) is downloaded or accessed, refunds may be limited or denied to prevent misuse, unless there is major defect or misrepresentation.
Partial refunds may be considered if the Buyer can demonstrate incomplete or unsatisfactory delivery.

3. Service-Based Offerings

Workshops, consulting sessions, or similar services are eligible for refunds if canceled by the Seller or not delivered substantially as described.
If the Buyer cancels before service commencement, a partial refund may be granted at Highwind's discretion (e.g., minus reasonable setup costs).

4. Processing Time

If approved, Highwind processes refunds within 10 - 20 business days to the original payment method, subject to the processing timelines of the Buyer's financial institution.

4. Disputes and Chargebacks

1. Chargebacks

Buyers who initiate chargebacks with their financial institution should inform Highwind.
Highwind may suspend or investigate the Buyer's account during the chargeback review.

2. Cooperation

Sellers must cooperate with Highwind during refund and dispute investigations. Repeated or severe issues may result in suspension under the Seller Agreement.

3. Highwind's Final Say

Where fraud, non-delivery, or material misrepresentation occurs, Highwind may issue refunds at its sole discretion—overriding any existing Seller policy when necessary.

5. Liability & Limitations

1. Platform Role

Highwind provides a marketplace but is not liable for the quality, performance, or accuracy of any Offering.
As part of its initial due diligence, Highwind may verify seller authenticity, check basic API response uptime, and conduct a high-level review of solution quality. However, this does not constitute an endorsement or warranty.
See the Highwind Terms of Use for disclaimers and liability limitations.

2. Seller Obligations

Sellers are responsible for accurate representations, timely communication, and honoring their stated refund terms.
Failure to comply can result in suspension, removal from Highwind or further legal action.

3. Buyer Responsibility

Buyers must review the details of any Offering (including a Seller's custom refund policy) before purchase or subscription renewal.
Buyers should independently assess the solution's suitability, performance, and compliance with their requirements, especially for high-risk use cases.

6. Changes to This Policy

Highwind may revise this Policy at any time by posting an updated version on our website.
Continued use of the marketplace after such revisions constitutes acceptance of the updated terms.

7. Contact Information

For questions about payments, refunds, or disputes:

Email: support@highwind.ai

By purchasing, selling, or otherwise using the Highwind Marketplace, you agree to comply with this Payment and Refund Policy as well as the Highwind Terms of Use, Seller Agreement, AI Solutions License Agreement, and Acceptable Use Policy. If you need further clarification, please reach out to us at support@highwind.ai.