Refunds and Right of Withdrawal

DRAFT — to be reviewed by a lawyer before publication. Last updated: 2026-10-24

Who sells to you. Subscriptions and credits are sold by PAYMENT_PROVIDER as Merchant of Record (seller of record). Your statutory withdrawal right is exercised against it; its buyer terms apply. Its contact details are on your receipt. We help with any request: CONTACT_EMAIL. We do not sell paid plans or credits directly. Where the Merchant of Record does not sell, paid plans and credit packs are not available (see Terms §1a). CHECK: align with the MoR's buyer terms

Withdrawal is not the same as cancelling renewal

• Cancelling renewal (in the service, at any time): the plan stays active until the end of the paid period; no refund for that period.
• Withdrawal (consumers in the EU/EEA, within 14 days): ends the contract and leads to a refund as below.

Consumers in the EU and EEA — 14-day right of withdrawal

You may withdraw within 14 days of the purchase (or of a renewal that starts a new contract period, where the law treats it as a new contract) without giving a reason. Send a clear statement — using the model form below or the "Withdraw from contract here" function in the service (Directive 2011/83/EU Art. 11a, inserted by Directive (EU) 2023/2673, requires a withdrawal function from 19 June 2026 for distance contracts concluded through an online interface, not only for financial services; it must be the seller's function, or one the seller's terms treat as its own — LAUNCH BLOCKER: confirm with the MoR) — to the seller named on your receipt, or to us and we forward it. The seller refunds within 14 days of receiving your statement, using the original payment method.

• Subscriptions (a service): if you expressly asked for the service to start during the withdrawal period, you pay only the proportionate amount for the time until you withdrew (Directive 2011/83/EU Art. 14(3)).
• Credit packs: if, before purchase, you expressly asked for the credits to be made available immediately and acknowledged the consequence: where credits count as digital content, the right ends only once supply has begun and you received the seller's confirmation, on a durable medium, of that prior express request and of your acknowledgement that the right ends (Directive 2011/83/EU Art. 16(m) and 8(7)); a message from us is not that confirmation and does not end the right; where they count as a service, the right ends only when the service has been fully performed (Art. 16(a)), and before that you pay only for credits already used. Without that request and acknowledgement, you get a full refund within the 14 days. CHECK: whether credits are a "service" or "digital content" in each jurisdiction; checkout wording

Model withdrawal form

To: SELLER_NAME_AND_ADDRESS, SELLER_EMAIL

I/We (\*) hereby give notice that I/We (\*) withdraw from my/our (\*) contract for the provision of the following service / digital content (\*): ……

Ordered on (\*) / received on (\*): ……

Name of consumer(s): ……

Address of consumer(s): ……

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

Date: ……

(\*) Delete as appropriate.

The form is also sent with the order confirmation. TO BUILD

Additional contractual promises (all customers)

• Annual plans: if you cancel within 14 days of the first annual purchase, we will ask the seller to refund, under its buyer terms, the price minus the value of credits used in that period. For consumers this does not limit the statutory rights above.
• Service problems: if a paid feature did not work for a substantial period through our fault, we extend the plan or ask the seller to refund proportionately under its buyer terms.
• Unused credits are not refunded after the withdrawal period, except where the law requires or when we close the service (we will ask the seller to refund them under its buyer terms).
• We do not ourselves refund sums paid to the seller and cannot require the seller to refund. Where mandatory law gives you a refund right against the seller, it applies.

Other countries

UK: the service is not directed at the United Kingdom (see Terms §1a). We do not show prices in GBP or market the service there. Use from the UK is not prohibited. If we later direct the service at the UK, the subscription rules of the Digital Markets, Competition and Consumers Act 2024 will be added here. This does not limit any mandatory UK right that applies to a contract a UK consumer actually concludes with the seller.

Mandatory consumer law of your country applies to your purchase from the seller (for example, Brazil's 7-day right of regret for purchases made outside a physical store, CDC Art. 49). The Merchant of Record handles consumer requests under its buyer terms. This does not limit any mandatory right you have under local law.

Where sanctions or export-control law prohibits a refund, including a refund to a person located or ordinarily resident in Cuba, Iran, North Korea, Crimea (including Sevastopol) or the occupied areas of the Donetsk, Luhansk, Kherson or Zaporizhzhia regions (Terms §1c) whether or not that person is on a sanctions list, we do not ask the seller to make it. The seller's duties follow its buyer terms and the law that applies to it. A refund the law still allows is unaffected.