Refund Policy

LAST UPDATED 29 APRIL 2026

Summary

You may request a refund of unused tokens within 14 days of purchase. Used (consumed) tokens are not refundable. If a generation fails on our side, the token is automatically refunded to your balance — you only spend a token on a successful generation.

When you can request a refund

• Within 14 calendar days of the original purchase.
• Only the unused portion of the pack is refundable. If you bought a 300-token pack and used 50, you can refund 250 tokens worth of the original price (CHF 49 × 250/300 ≈ CHF 40.83).
• Refunds are issued to the original payment method.

How to request a refund

Email billing@backplate.ai from the address registered to your account, including:

• Your account email
• The Paddle order reference (from your Paddle receipt email)
• How many tokens are unused (we will verify against the ledger)

We process refund requests within 5 business days. Once approved, the refund typically arrives in 5–10 business days via Paddle.

Automatic refunds for failed generations

If a generation request fails for technical reasons on our side (server error, AI provider unavailable, processing failure), the consumed token is automatically refunded to your balance. You do not need to contact us for these — check your account ledger to confirm.

Non-refundable cases

• Tokens already consumed by successful generations.
• Purchases made more than 14 days ago.
• Accounts terminated for violation of our Terms of Service (Section 7, Acceptable Use).

EU consumer rights and the 14-day withdrawal period

If you are a consumer in the EU, you have a statutory right under Directive 2011/83/EU (Consumer Rights Directive) to withdraw from a contract for digital content within 14 days of purchase, without giving any reason.

For digital content delivered immediately, this right is subject to a specific condition. At checkout you give explicit consent to begin performance immediately, and you acknowledge that this consent waives your right of withdrawal in respect of any tokens you have consumed (Art. 16 lit. a CRD). Without that consent, immediate use is not possible.

The practical effect:

• Unused tokens remain fully refundable within 14 calendar days of purchase, no questions asked.
• Consumed tokens are non-refundable, except where a generation failed for technical reasons on our side — those are refunded automatically to your balance, no request needed.

Payment processor

All payments are processed by Paddle.com Market Limited as Merchant of Record. Refunds are issued through Paddle to the same payment method used for the purchase. See Terms of Service Section 5 for full payment terms and the Privacy Policy for how Paddle handles your billing data.

Questions

Email billing@backplate.ai.