Refund Policy

LAST UPDATED 28 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

EU consumers have a 14-day right of withdrawal under the Consumer Rights Directive. By starting to use tokens (consuming them in generation requests), you waive this right for the consumed portion. The unused portion remains refundable within the 14-day window.

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.