Refund Policy

We want you to feel good about your purchase. If a credit pack doesn’t work out, here’s how refunds work.

Eligibility

• Requests must be made within 7 days of purchase.
• Full refund if 100% of the credits in the pack are unused.
• Prorated refund if some credits have been used — we refund the value of the unused portion at the per-question rate of the pack you bought.

How to request a refund

Email hello@phal.ai from the address on your account, including the order ID from your receipts page. A one-line reason helps us improve, but isn’t required.

Processing time

Approved refunds are issued via Paddle back to your original payment method. The funds typically arrive within 5–7 business days, depending on your bank or card issuer.

Exceptions

• Credits that have already been used are not refundable. The unused portion is.
• Refunds are not available for credits redeemed during an active chargeback dispute on the same order.
• Refunds may be declined for accounts that have violated our terms of service (e.g. abuse, fraud, attempts to bypass safety systems).

Subscription cancellations

Not applicable — phal.ai is sold as one-time credit packs only. There is no subscription, nothing recurring, nothing to cancel. Buy a pack when you want one; don’t when you don’t.

Currency & tax

Refunds are issued in the same currency you paid in. Taxes (VAT, GST, sales tax, etc.) are handled by Paddle as our Merchant of Record and refunded together with the principal amount where required by law.

Disputed charges

Please email us first — we’re a small team and almost any billing issue can be resolved within a day. Filing a chargeback without contacting us first may result in account suspension pending resolution.

Contact

Refund requests and billing questions: hello@phal.ai.