Every charge is refundable in full for 14 days if the credits it added are unused. If some were used, we refund the unused share. Credits that have already run a job are not refundable, because the compute has been spent, with one exception: a Full solve that its own checks refuse is not charged at all, and a Full solve never costs more than the price quoted before it runs. Subscriptions can be cancelled at any time and run to the end of the paid period.
Purchases are made from Paddle.com Market Ltd, our merchant of record, which appears as the seller on your receipt. Refunds are issued by Paddle to the original payment method and usually appear within 5–10 business days, depending on your bank.
A one-time pack is refundable within 14 days of purchase, in full if none of its credits have been used and pro rata for the unused share otherwise.
If a conversion or generation fails on our side, the credits it cost are returned to your account automatically, without asking. If a result is defective, tell us within 14 days with the project or file involved: we re-run it at no cost or refund the credits, and a charge is refunded where the service was not provided as described.
If a payment is disputed with the bank (a chargeback) or we find it was made fraudulently, the account is paused and its remaining credits are removed. If the dispute is resolved in the account holder's favour, both are restored.
Nothing here reduces the rights you have under the law of the country you live in. Consumers in the EU and UK have a 14-day right of withdrawal from distance purchases; by starting to use paid credits you ask us to begin providing the service within that period, and any refund is then reduced by the share used, as described above. Consumers in South Africa keep their rights under the Consumer Protection Act. Paddle's own buyer terms also apply to every purchase.
Email hello@meshweave.app from the address on your account, or use “Manage billing” in the app, which opens Paddle's customer portal. Please give the date and amount of the charge. We answer within two business days, and refunds are actioned the same day they are approved. If you dispute a charge with your bank before contacting us, the account is paused until the dispute is resolved, so please write to us first.