Refunds and cancellation

1.Refunds we make automatically

Two of these need no request from you — they happen in the ledger as the run ends:

• A run that fails never settles. Credits are held when a question starts; if the pipeline errors, the hold is released in full.
• A run that produces no memo — it times out with nothing gathered, or we lose it entirely — is released in full, whether or not anyone is watching at the time.

A memo that reaches you but carries a caveat — it hit a time limit, or one of its analysis stages was cut short — is charged for, and the caveat is shown to you above the memo. We used to refund these automatically. We stopped because the grade describes our pipeline rather than the answer, and it was refunding work that readers told us was good. If a caveated memo is not good, tell us — see clause 2.

Every one of these appears in your credit ledger, so you can always see what was charged, released, or refunded, and against which question.

2.If a memo is wrong, tell us

Under every memo there is a thumbs-up and a thumbs-down. If an answer was wrong — the wrong provision, a missed authority, a misreading of what you asked — press thumbs-down and tell us what the problem was. It is read, and it is the main way the system gets better.

Where a memo has genuinely failed you, we put the credits for that run back. We do that on our own assessment and within reasonable limits, rather than by a published formula; a report made in good faith is not usually refused. You do not need to ask separately or wait on an email — where a refund is made it appears in your credit ledger against that question.

3.Unspent credits — the 14-day right

If you are a consumer, you have 14 days from purchase to change your mind. We will refund the price of any credits from that purchase that you have not yet spent, to your original payment method.

What the waiver at checkout means. Credits buy digital content supplied immediately. Under EU consumer law the 14-day right of withdrawal is lost for digital content once its supply has begun with your express consent and your acknowledgement that you thereby lose the right. Each memo you run is a supply of that kind — so the credits you have already spent are not refundable under this clause, while the credits still sitting in your balance are.

This is our policy, not merely the legal minimum: we could treat the whole purchase as consumed at the first memo, and we do not.

4.Outside the 14 days

Unspent credits do not expire, so there is rarely a reason to cash them out. Even so, if you have a substantial unspent balance and no further use for the service — you have left practice, or the account was bought in error — write to us. We will look at it. We also refund unspent purchased credits in full if we close your account other than for breach, or if we discontinue the service.

5.Things we do not refund

• Credits already spent on a memo, beyond the allowance in clause 2. A memo you simply disagree with, or that reaches a conclusion you did not want, is not a defective one — see the accuracy warning in the terms.
• Free or promotional credits, which were never paid for.
• Purchases where we can show the account was used fraudulently or in breach of the acceptable-use clause.

6.How to ask

Email [ TO BE COMPLETED ] from the address on the account, telling us which purchase you mean. You do not need to give a reason within the 14 days. We aim to decide within 5 working days and, where a refund is due, to make it within 14 days of accepting the request, using your original payment method. There is no fee.

7.Who takes your payment

Payments are processed by Stripe, which acts as merchant of record for credit purchases. Stripe collects and remits any VAT due, so the price you see includes VAT and your receipt comes from Stripe. Card details are entered on Stripe’s own hosted checkout page and never reach our servers. A refund is made through Stripe to the card or method you paid with; how quickly it appears depends on your bank, typically 5–10 working days after we issue it.

8.If we cannot agree

Write to us first — most of this is resolved by email. If it is not, a consumer in the European Union may complain to the consumer protection authority in their own country. Nothing here limits your statutory rights under the law of the Republic of Cyprus.