Refund Policy

This Refund Policy explains when and how refunds are issued for purchases made on Pack My Tools ("we", "us", "our", "the Platform"). It applies to every paid product we sell — subscription plans, token packs, and one-time purchases — regardless of which payment method you used. This policy supplements our Terms of Service and forms part of your agreement with us. Where this policy and the Terms of Service differ specifically on refunds, this policy governs. Where this policy and mandatory consumer protection law differ, the law governs. Nothing in this policy is intended to exclude or limit any statutory right you have as a consumer, including rights in respect of services that are not delivered, are faulty, or are not as described.

If you are a consumer in the European Union, the European Economic Area, the United Kingdom, or another jurisdiction that grants an equivalent right, you may withdraw from a purchase within 14 days of the transaction date without giving a reason. Digital content and services: when you purchase tokens or access to AI tools, you are buying digital content supplied immediately. By starting to use the service — for example by running a generation or consuming tokens — you expressly request immediate performance and acknowledge that you lose your right of withdrawal once supply has begun, in accordance with Article 16(m) of EU Directive 2011/83/EU and equivalent UK provisions. What this means in practice: • If you have consumed no tokens at all, you may withdraw within 14 days for a full refund. • If you have consumed any tokens, the service has begun and the withdrawal right no longer applies to the amount consumed. • Where only part of a token pack has been consumed, we may, at our discretion, refund the unused proportion on first-time purchases.

Subscription plans renew automatically at the end of each billing cycle until cancelled. You can cancel at any time from Account Settings → Billing; cancellation stops all future renewals and you retain access until the end of the period you have already paid for. Refund eligibility for subscriptions: • First billing period: a full refund is available within 14 days of the initial purchase if no tokens from that plan have been consumed. • Renewal periods: we refund a renewal charge on request made within 7 days of the charge, provided no tokens from that cycle have been consumed. This is a goodwill policy and applies to renewals you did not intend to make. • Partial periods: we do not refund part-months or part-years. If you cancel mid-cycle, access continues to the end of the cycle and no refund is issued for the unused remainder. • Failed or duplicate charges: any charge resulting from a billing error, a duplicate transaction, or a service outage on our side is refunded in full. Cancelling is not the same as requesting a refund. Cancelling stops future charges; it does not by itself reverse a charge already made. If you believe a charge should be reversed, submit a refund request under Section 5.

Tokens are non-transferable, have no cash value, and exist only to access Platform features. Two kinds are sold: Pay-As-You-Go token packs (redeem codes): these do not expire. Once a code has been redeemed, the associated tokens are non-refundable, because the code has been delivered and consumed for accounting purposes even if the tokens have not all been used. Unused, unredeemed codes: you may request a full refund within 14 days of purchase, provided the code has never been redeemed and you can supply proof of purchase. After 14 days, unredeemed codes remain valid but are no longer refundable. Monthly credits: credits included with a subscription reset at the start of each new billing cycle, and anything unused from the previous cycle is not carried over unless your plan explicitly provides otherwise. Token pricing changes: the number of tokens each tool consumes may change as underlying model pricing changes. Changes apply prospectively only and do not entitle you to a refund for tokens already consumed.

Submit your request by email to billing@packmytools.com with the subject line "Refund Request", or reply directly to the payment receipt you received. Please include: • The email address on your Pack My Tools account. • Your transaction, order, or invoice reference (found on your receipt). • The date of purchase and the amount charged. • The payment method or gateway used (for example card, PayPal, or the provider named on your receipt). • A short description of why you are requesting a refund. We may ask for additional information to locate the transaction or to verify that the service has not been consumed. We aim to acknowledge every request within 2 business days and to reach a decision within 10 business days of receiving the information we need. Requests are assessed against this policy. If we decline a request, we will explain which part of the policy applies and how you can escalate the matter.

Approved refunds are always issued to the original payment method used for the purchase. We cannot refund to a different card, account, or person. Typical processing times after approval (these are set by banks and payment providers, not by us): • Card payments: 5–10 business days to appear on your statement. • PayPal: 3–5 business days. • Local and regional methods (bank transfer, wallet, or voucher-based methods): up to 15 business days. • Orders processed by Paddle: Paddle issues the refund and its own timelines apply. Refunds are issued in the original transaction currency. We do not refund currency conversion differences, bank charges, or payment provider fees you incurred, except where the law requires it. Where a purchase was made with a discount or promotional credit, the refund is limited to the amount actually paid. If a refund has been approved but has not appeared after the times above, contact billing@packmytools.com with your refund confirmation and we will trace it with the provider.

Some purchases on the Platform are processed by Paddle, which acts as the merchant of record for those transactions. This means Paddle is the seller of record, handles the transaction, calculates and remits applicable taxes such as VAT and sales tax, and issues the invoice or receipt you receive. For orders processed by Paddle: • Your payment contract for that transaction is with Paddle, and Paddle's Buyer Terms and Refund Policy also apply. • We authorise refunds that fall within this policy, and Paddle then processes the payment back to your original payment method. • Because Paddle is the merchant of record, tax on refunded amounts is adjusted by Paddle in line with the applicable rules. • Any invoice query, tax question, or receipt request for such an order should be directed to Paddle in the first instance, and we will assist where needed. For orders processed through other providers (for example card processors, PayPal, or regional gateways), we are the seller and this policy applies in full, with refunds issued through the relevant provider.

To be transparent about the limits of this policy, the following are not refundable: • Consumed tokens and completed generations. Once a generation has run, the underlying model cost has been incurred with our providers and cannot be recovered. • Redeemed redeem codes, as set out in Section 4. • Unused monthly credits from a past cycle, and unused portions of a billing period after cancellation. • Accounts terminated for a breach of our Acceptable Use Policy, including abuse of token accounting, fraudulent payments, or use of the Platform for prohibited content. Unused tokens may be forfeited in those cases. • Promotional, discounted, or bundled purchases that were expressly marked as non-refundable at the time of purchase, where permitted by law. • Requests made outside the windows stated in this policy. • Charges older than 90 days, except where a longer period is required by law. This section does not apply to charges that were made in error, were duplicated, or relate to a service we failed to provide. Those are refunded in full.

If you are unhappy with a charge, please contact us before asking your bank or card issuer to raise a chargeback. Refund requests are usually resolved far faster than a dispute, and a dispute can take weeks and may suspend your account in the meantime. If a chargeback is filed while a refund request is open, we may pause the request until the dispute is resolved. If a chargeback is filed after a refund has already been issued, we will provide the payment provider with evidence of the refund. We may suspend or terminate accounts associated with chargebacks that we determine to be abusive or fraudulent, and we may recover the associated dispute costs and fees where the law permits. We will always first attempt to resolve the issue directly with you. Nothing in this section limits your right to raise a legitimate dispute with your card issuer or payment provider under the rules of the relevant payment scheme.

A coupon may be sold through a third-party marketplace rather than by us directly. If a coupon you redeemed was bought on such a platform, and that purchase is later refunded, reversed or charged back — or if the refund request rests on a claim we find to be false or unsupported — we treat the account as having obtained tokens that were never paid for, because the coupon was already consumed and the tokens were already granted. In that situation: • The tokens and monthly credits granted by that coupon are removed from the account. • The account is closed permanently. This is not a suspension. It is not eligible to subscribe again, to register again, or to use the service through a new account held by the same person, the same payment instrument, or an address pattern we can attribute to the same user. • Any remaining balance, unused credits and unserved subscription time on that account are forfeited. The same applies where we find a pattern rather than a single event: repeated refund requests on coupons that have already been redeemed, claims that the service was not delivered when usage logs show that it was, or attempts to obtain refunds and keep the granted tokens at the same time. We would rather not rely on this clause at all, which is why it is reserved for clear cases of abuse rather than ordinary disagreement. This section does not apply to a genuine billing error, a duplicated charge, or a failure on our part to deliver what was purchased. Those are refunded in full, and asking for them in good faith will never be treated as abuse.

We may update this Refund Policy from time to time to reflect changes in our products, our payment providers, or applicable law. The current version is always published on this page with the "Last Updated" date shown at the top. Material changes will be announced by email or in-app notice at least 14 days before they take effect. Changes apply prospectively only: the policy in force at the time of your purchase governs that purchase, unless a change is required by law or is more favourable to you. Contact: • Refunds and billing: billing@packmytools.com • General support: support@packmytools.com • Legal and policy questions: legal@packmytools.com We aim to answer every billing enquiry within 2 business days.