Refund and Payment Policy

Studies are paid for from a prepaid wallet. Failed studies are released automatically, top-ups are generally non-refundable, and you confirm these terms before each payment.

1. Scope

This policy applies to all payments to Motif Motion Pte. Ltd. (CrowdOS) and forms part of our Terms of Service. Capitalised terms have the meanings given there.

2. How studies are charged

Every study reserves its cost from your wallet when you launch it and settles on completion. A study that fails outright, is cancelled before completion or yields no usable signal has its reservation released automatically. If only part of a panel is delivered, you are billed only for the respondents delivered. Refunds for studies are made as wallet credit, instantly.

3. Wallet top-ups

Wallet top-ups are for studies and are non-refundable once purchased, except (a) where applicable law requires a refund, or (b) where the top-up was an accidental purchase, the credit from it is unused and you report it to us within 14 days of purchase.

4. Pro and Max subscriptions

Pro and Max are billed monthly in advance. You may cancel at any time from the billing page. Cancellation stops future charges, and the plan stays active until the end of the period you have paid for. We do not give pro-rata refunds for partial periods, except where the law requires.

The monthly credit that comes with a paid subscription is granted after the subscription payment is received. It stays in your wallet until spent, including after you cancel, unless we terminate your account for breach. It has no cash value, and it is withdrawn or reversed if the payment is refunded, reversed or disputed. A plan or access tier that we grant without payment carries no monthly credit.

5. Results are estimates

Results are synthetic estimates. Disagreeing with a Result is not a billing error. If a study clearly malfunctioned, for example it returned empty responses, ignored your audience definition or suffered a technical fault, contact hello@motifmotion.sg with the study link. We will review it and credit your wallet where warranted. Credit is your sole remedy.

6. Payment terms

• You authorise us and our payment processor to charge the amount shown to your chosen payment method, and, for recurring plans, to the card on file each billing period.
• If a payment fails, we may suspend paid features until it is resolved.
• Prices are in US dollars unless an invoice says otherwise.
• You are responsible for applicable taxes, and for bank and currency-conversion charges.

7. Payment acknowledgement

Before every payment you will be asked to confirm that you accept the Terms of Service, this policy and the nature of the Service (AI-generated estimates, not research with real people). We record that confirmation with the date, time, IP address and the payment details, and it may be used as evidence.

8. Chargebacks and disputes

Please contact us at hello@motifmotion.sg before disputing a payment with your bank or card issuer; we will try to resolve it quickly. If a payment is disputed or charged back, we may suspend your account, reverse the credit granted for that payment (including by taking your balance below zero until repaid), and submit your acceptance records and usage logs to the card network and our payment processor as evidence.

9. Invoiced organizations

Organizations on invoiced terms receive periodic statements, payable within the terms stated on them. Where a card payment option is offered, paying by card clears the statement. Late payment may result in suspension of access.

10. Nature of credit

Credit is not an e-money or deposit product. It earns no interest, is not redeemable for cash, and, subject to applicable law, expires if your account is closed.

11. How refunds are paid

Study refunds are paid as wallet credit. Where a refund to the original payment method is due, we make it through our payment processor; it typically takes 5 to 10 business days to appear, depending on your bank.

12. Taxes and receipts

Where tax applies, it is added at checkout or shown on the invoice. We provide receipts for top-ups and subscription payments. A receipt is confirmation of payment and not a tax invoice unless it says so. Please keep your billing details up to date so that receipts and invoices are accurate.

13. Examples

By way of illustration: if you launch a study and it fails before delivering results, the amount reserved for it is released back to your wallet without you needing to ask. If a study is delivered with a smaller panel than you requested, you pay only for the respondents delivered. If you top up your wallet by mistake and have not spent any of that credit, tell us within 14 days and we will review a refund. If you simply decide you do not want the credit, or are unhappy with what a Result says, that is not a ground for a refund.

If you cancel a monthly plan part-way through a period, the plan and its features continue until the period ends, any monthly credit already granted stays in your wallet, and you are not charged again.

14. Fraud and misuse

We may decline, cancel or reverse a payment, and withhold or withdraw Credit, where we reasonably suspect fraud, unauthorised payment, abuse of this policy or breach of our Terms. We may ask for information to verify a payment or an account, and may delay refunds while we do.

15. Changes and contact

We may update this policy as described in the Terms; this version takes effect on 1 October 2026. Questions go to hello@motifmotion.sg.