Refund Policy
The Software House sells prepaid credits, not subscriptions. This policy explains when refunds are available and how to request one.
1. 14-day right of withdrawal (EU/EEA/UK consumers)
If you purchased credits as a consumer in the EU, EEA or UK, you may request a full refund within 14 days of payment for any credits you have not yet consumed. Credits already spent on AI processing are not refundable because the digital service has been performed.
2. Unused credit refunds (business customers)
Business customers may request a refund of unused credits within 30 days of purchase, subject to:
- A processing fee equal to bank transfer costs incurred (typically €5–€25).
- Promotional or bonus credits being deducted before calculation.
- Refunds being issued to the original bank account in the original currency.
3. Service incidents
If an outage or platform-side error consumes credits without producing a usable result, contact support within 14 days and we will re-credit your workspace at no charge.
4. Non-refundable items
- Credits already consumed by AI processing.
- Promotional, bonus or complimentary credits.
- Custom Enterprise onboarding and integration fees once work has started.
- Credits older than 24 months (already expired).
5. How to request a refund
Send a request to [email protected] with your account email, order reference and reason. We respond within 5 business days and process approved refunds within 10 business days of approval.
6. Chargebacks
Please contact us before initiating a chargeback — most issues can be resolved within a few business days. Chargebacks may result in immediate account suspension while we investigate.
Contact our legal team at [email protected]. For data privacy requests write to [email protected].