Refund Policy

Refunds within 14 days

Each payment counts on its own: your first subscription payment, each monthly renewal and each credit pack.

• No credits used: you can ask for a full refund of a payment within 14 days of that payment, as long as none of the credits it added have been used.
• Some credits used: if you ask within the same 14 days, we either refund the unused part of the payment or decline, at our reasonable discretion. Credits already used are not refunded, except where the law or Paddle's refund policy requires it (see Your legal rights).

Generations use plan credits first, then pack credits, so a credit pack's credits are only used once your plan credits have run out.

After 14 days

After 14 days, payments are not refunded, except:

• where the law requires a refund;
• where a technical problem on our side means we failed to deliver what you paid for, or delayed it unreasonably. Paddle's buyer terms then entitle you to a replacement or a refund of that payment;
• where another failure on our side made the paid service unusable. We handle these case by case.

Separately, a business that was charged sales tax (such as VAT or GST) and is registered for that tax may ask Paddle for a refund of the tax within 60 days of the purchase, under Paddle's buyer terms.

Cancelling and credits

• You can cancel at any time from your billing page, or through Paddle at paddle.net. Cancelling takes effect at the end of the current billing period, and you are not charged again.
• Cancelling stops future renewals. It does not by itself refund the current period.
• Unused plan credits expire at the end of each billing period. Expired plan credits and free-plan credits have no money value and are not refunded.
• Credit packs are one-time purchases, and their credits do not expire.
• If a generation fails on our side, the credits it used come back to your balance automatically. That returns credits, not money.

Your legal rights

This policy does not limit the rights consumer law gives you. For example, consumers in the EU, the EEA and the UK have a 14-day right to withdraw from an online purchase. That law has its own rules when digital content or a service starts right away at your request, which can reduce or end the refund once you have started using it.

Paddle's buyer terms and refund policy also apply to every purchase. Paddle's refund policy lists rights to withdraw or cancel for a full refund by country, for example 7 days for consumers in Brazil, Canada and South Korea. Where Paddle's terms give you more than this page, for example a full refund after you have used credits, they apply.

This policy sits alongside our Terms of Service, which set out the billing rules.

How to ask

Email [email protected] with your account email and the Paddle order number from the confirmation email Paddle sent you, or ask Paddle directly at paddle.net. To use the 14-day window, send your request within 14 days of the payment.

Paddle sends approved refunds to the original payment method where possible, within 14 days of approval. How long the money then takes to appear depends on your bank or card issuer.

When a refund is made, the credits that payment added are removed from your balance (never below zero), and a refunded subscription payment may end that subscription.

Chargebacks

If you think a charge is wrong, please contact us or Paddle before you dispute it with your bank or card issuer. It is usually faster. If a chargeback is made, the credits that payment added are removed from your balance (never below zero), a reversed subscription payment may end that subscription, and paid features may be suspended while the dispute is reviewed. This does not affect your right to dispute a charge under card-scheme or consumer-protection rules.

Contact

Refund and billing questions: [email protected]. For help with a payment made through Paddle, visit paddle.net.