Refund policy

Try it free first — that’s what the free pages are for. If you buy and it isn’t right, you have 14 days and a low usage threshold to get your money back, no questions asked.

Last updated 12 September 2026

The rules in four lines
  • Credit packs: full refund within 14 days if you’ve used less than 10% of the pack.
  • Subscriptions: your first payment is refundable within 14 days on the same condition. Renewals aren’t — cancel before the renewal date instead.
  • Our fault: failed pages are never charged, and if the service is down for more than 48 hours in a row we credit or refund the lost time.
  • Ask by email with your order ID; money goes back to the original payment method in 5–10 business days.

1. Try before you buy

Signed-out visitors get free pages every day and every new account gets a welcome balance. Use them to check translation quality on your own material before paying — refunds exist for mistakes, not for evaluation.

2. Credit packs

  • Refundable in full within 14 days of purchase if you have used fewer than 10% of the credits in that pack.
  • Beyond 14 days, or once more than 10% is used, packs are non-refundable. Credits never expire, so there is no time pressure to use them.
  • Refunded credits are removed from your balance. If you’ve already used some, the refund is for the whole pack and the used credits are deducted from any remaining balance first.

3. Subscriptions

  • First payment on a new subscription (monthly or yearly): refundable in full within 14 days if you have used fewer than 10% of that period’s page allowance.
  • Renewals are not refundable. You can cancel any time from your library; you keep full access until the end of the paid period and won’t be charged again. We email a reminder before yearly renewals.
  • Downgrades take effect at the next renewal. Upgrades are charged pro-rata by the payment processor.
  • Unused monthly allowance doesn’t roll over and isn’t refunded.

4. When it’s our fault

  • A page that fails to translate is never charged — you can see this in the Credits tab of your library.
  • If a translated page is clearly broken (wrong language, garbled text, missing balloons), tell us within 7 days; we’ll re-run it free or refund those credits.
  • If the service is unavailable for more than 48 consecutive hours, subscribers get the lost days added to their period or refunded pro-rata, at your choice.
  • If we discontinue the service, unused credit packs are refunded in full and subscriptions are refunded for the unused part of the period.

5. Consumers in the EU, UK and similar jurisdictions

You have a statutory 14-day right to withdraw from a purchase of digital content. Because credits and plans start working the moment you pay, we ask at checkout for your express consent to immediate delivery and your acknowledgement that the statutory right is lost once you start using them. Our own 14-day / 10% rule above is more generous than that and applies regardless. Nothing here limits rights you have under mandatory consumer law.

6. How to request a refund

  1. Email hello@example.com from the address on your account, with the order ID from your receipt (in Plan & billing).
  2. We confirm within 2 business days.
  3. Approved refunds go back to the original payment method. The processor and your bank take 5–10 business days to show it.

Please contact us before opening a dispute with your bank or card issuer. A chargeback on a purchase that was eligible for a refund costs us fees we can’t recover; accounts with an open chargeback are paused until it’s resolved, and repeated refund-and-rebuy patterns are treated as abuse under the Terms.

7. What we don’t refund

  • Purchases older than 14 days, or with more than 10% used, unless section 4 applies.
  • Subscription renewals.
  • Credits forfeited when an account is terminated for deliberate breach of the Terms, or when you delete your account.
  • Dissatisfaction with a translation that ran correctly — machine translation has limits; check the free pages first.

8. Changes

We may update this policy; the date at the top changes when we do. The version in force when you paid applies to that purchase.