Refund Policy
Revision of 12 August 2026
This document explains what we refund and how. It is part of the Public Offer and details its section 4.
1. Exports (chart packs)
We refund a payment from which NO export has been spent. The refund covers the full amount of that payment.
We do not refund individual unused exports from a partly used pack. The reason: the price per export depends on the pack size, so refunding the “remainder” of a large pack would effectively grant a volume discount on a single purchase.
Once at least one export has been taken from a pack, the pack counts as partly used and is not refundable. The check is automatic: the service will not accept such a request.
2. Pro (editor access)
Pro is a digital service supplied immediately after payment with the user’s consent. By purchasing Pro the user agrees to immediate supply and waives the right to withdraw.
Pro payments are non-refundable. The exception is our own technical failure to provide the service: in that case we refund the unused period.
3. How to request a refund
In your account: “Purchases” → “Request a refund” next to the payment. This is the fastest route — the request is tied to the payment automatically.
Or by email to the address in the “Details” section — state the payment date, amount and account email.
We review requests within 14 calendar days. Usually much sooner.
4. Method and timing
Refunds go back through the original payment method. For card payments via plata by mono the money returns to the same card automatically — no card details needed.
Payments made through Paddle are refunded under Paddle’s policy and via the same payment method; request it through our account page or directly in Paddle using your receipt.
Crediting time depends on the issuing bank, typically 1–10 banking days after we confirm the refund.
5. What happens to the entitlement
A refund voids the matching entitlement: exports are removed from the balance, a group pack from the chat balance, and an unredeemed voucher becomes invalid.
A redeemed group voucher cannot be reversed: the exports are already on the chat balance.
6. Disputes
If a payment went through but the service was not credited (money taken, no exports), contact us — we will credit it or refund you regardless of the conditions above.
Mistaken or duplicated payments are refunded in full.