Refund Policy

The principle

We would rather refund an unhappy customer than keep money for something that did not work. At the same time, credits are spent the moment an answer is produced — the cost to us is incurred then, not when the credits were bought — so a refund is straightforward while credits are unused and impossible once they have been spent.

That is the whole policy. The detail below is the same rule applied to each case.

Unused credits

Credit packs: fully refundable within 14 days of purchase, as long as none of the credits in that pack have been used.

Subscriptions: refundable within 14 days of the first payment, as long as you have not used the Service during that period. If you have used some of the credits, we refund the unused proportion.

Renewals: a renewal that you did not want is refundable within 14 days of the charge if none of the renewed credits have been used. Cancelling prevents the next renewal — it does not by itself refund the current one, which is why we ask you to tell us if a charge was a mistake.

Used credits

Credits that have been spent on answers are not refundable. The work was done and the cost was paid.

If an answer failed because of a fault on our side — the service was down, the model returned an error, the answer was cut off — the credit is not consumed in the first place. If you believe a credit was taken for an answer you did not receive, tell us and we will check the ledger and put it back.

Your statutory rights

If you are a consumer in the European Economic Area, the United Kingdom, Switzerland or another jurisdiction with equivalent rules, you have a statutory right to withdraw from a distance contract within 14 days. For digital content supplied immediately, that right can be lost once supply has begun with your consent — which is what the free allowance is for: try the product before you buy, so that buying is not a leap.

Where the law gives you a right that is stronger than this policy, the law wins and we will honour it without argument.

How to ask

Email the address on the About page from the address on your account, with the word "refund" and the date or the payment reference. You do not need to explain yourself, although a sentence about what went wrong is genuinely useful to us.

We answer within two business days. Approved refunds are returned by the payment provider to the original payment method, and typically appear within 5–10 business days depending on your bank.

Chargebacks

If you think a charge is wrong, please contact us before contacting your bank. A chargeback freezes the amount and takes weeks to resolve; an email usually takes a day. We will not argue with a refund we owe, and we would rather resolve it directly.

Prices and currency

Refunds are made in the currency you were charged, for the amount you were charged. If your bank applies a conversion, any difference in the converted amount is between you and your bank.