Refund Policy
PufAI is a digital service that grants credits which are consumed as soon as you interact with the bot. We want you to have a fair experience while also protecting the Service against abuse. This policy explains when we offer refunds.
1. 14-Day Right to Refund — Unused Credits
You may request a full refund within 14 calendar days of your original purchase if you have not consumed any of the credits granted by that purchase. “Unused” means the credit balance attributable to the purchase has not been drawn down by any AI chat, image generation, file analysis, or other billable action.
2. Partially Used Credits
Once any credit from a purchase has been consumed, the purchase is considered used and is non-refundable. This applies both to subscription top-ups and to one-time credit packs. We keep this rule strict because credits map directly to third-party AI-inference costs that we cannot recover.
3. Subscription Renewals
Subscriptions renew automatically. You can cancel at any time via the Paddle customer portal linked in your purchase confirmation email; cancellation takes effect at the end of the current period and you keep access to your credits until then. Renewal charges are not automatically refunded; if a renewal was clearly unintended you can request a refund under Section 1 above, provided you have not yet consumed any credits from the new period.
4. Duplicate or Failed Charges
If you were charged twice for the same purchase, or charged for a purchase that never granted credits, contact us and we will investigate and refund verified duplicate charges in full.
5. Service-Side Faults
If a documented Service-side failure prevents you from using credits you have paid for (for example, extended downtime attributable to us that we cannot restore), we will restore the credits or issue a proportional refund at our discretion.
6. Not Covered by Refunds
- Credits already consumed, even if the AI output did not meet your expectations — AI models are probabilistic and outputs vary.
- Purchases where the account was suspended or terminated for abuse, chargeback fraud, or violation of the Terms of Service.
- Free bonus credits (welcome bonus, referral bonus) — these were never paid for and cannot be refunded.
- Requests received more than 14 days after the original purchase date.
7. How to Request a Refund
Email [email protected] from the email address you used at checkout, and include:
- Your Paddle transaction ID (from the purchase confirmation email);
- Your Telegram username;
- A short description of the reason for the request.
We review refund requests within 5 business days. Approved refunds are issued by Paddle to the original payment method; the funds typically arrive within 5–10 business days depending on your bank.
8. Chargebacks
Please contact us before initiating a chargeback with your card issuer — the vast majority of billing questions are resolved faster and in your favour by emailing us. Chargebacks filed while a legitimate refund process is in progress, or where the credits have been consumed, may result in the associated account being suspended.
9. Statutory Rights
Nothing in this policy limits any refund or cancellation rights you may have under mandatory consumer-protection law in your country of residence.