1. Who issues refunds
Paddle.com Market Ltd is the Merchant of Record for every purchase, so Paddle issues the refund and returns the money to your original payment method. You can raise a request with either of us — we authorise it, Paddle processes it.
2. Your statutory rights come first
Nothing in this policy removes rights you have by law. If you are a consumer in the UK or EU you generally have a 14-day right to cancel a distance purchase. That right can end early for digital content once you have begun consuming it and acknowledged that at checkout — but where it applies, it overrides everything below.
3. Credit packs
We refund unused credits within 14 days of purchase. Credits are consumed on every successful API call, so a request is assessed on what is left:
- Substantially unused (you have spent little or nothing of the pack) — refunded in full.
- Partly used — we refund the unused portion, pro rata at the rate you paid.
- Fully spent — not refundable. You received the service the credits paid for.
After 14 days, purchased credits are non-refundable. They remain usable for 12 months from the date of purchase, and we email you 30 days and 7 days before any of them lapse so nothing disappears without warning. Every expiry date is visible in your dashboard.
4. Subscriptions
- Cancel any time. Cancellation stops the next renewal. Your plan stays active until the end of the period you have already paid for.
- First 14 days— if you have made little or no use of the plan's credits, we refund the period in full.
- Later periods — we do not refund part-used periods by default, because plan credits are granted in full at the start of each cycle. Ask anyway if something went wrong; see §6.
- Accidental renewal— if you did not intend to renew and have not used that period's credits, tell us within 7 days of the charge and we will refund it.
5. Things we always refund
Regardless of timing, you get your money back if:
- you were charged twice for the same thing;
- you were charged after cancelling;
- a fault on our side made the Service unusable for a sustained period; or
- credits were deducted for calls you did not make, and the cause was ours.
Note that failed calls do not consume credits in the first place: invalid input and errors on our side are never billed, so there is normally nothing to refund for a call that did not work.
6. Things we generally do not refund
- credits already spent on successful API calls;
- purchases where the tool worked but the output was not what you hoped — automated output is inherently variable, and free-tier access exists so you can evaluate before paying;
- accounts terminated for breach of the Terms or the Acceptable Use Policy; and
- purchases made to evade a limit, a suspension or a block.
These are defaults, not walls. If your situation is genuinely unfair, write to us and explain — we would rather refund someone than argue with them.
7. How to request one
Email support@toolsxpo.com from the address on your account, with the order or transaction reference from your Paddle receipt and a sentence on what went wrong. You can also contact Paddle directly through the link on that receipt.
We respond within 2 business days. Approved refunds are processed by Paddle immediately and typically appear in 5–10 business days, depending on your bank.
8. What happens to the credits
When a purchase is refunded, the credits it granted are removed from your balance. If you had already spent more than you are left with, the balance goes negative and the account is suspended until it is settled — we will contact you first, and a later top-up clears the debt automatically.
9. Chargebacks
If something is wrong, please contact us before disputing a charge with your bank. We can almost always resolve it faster than a dispute can, and a chargeback costs us a fee on top of the refunded amount.
Accounts that raise a chargeback instead of asking are closed permanently, and the credits granted by that payment are reversed.