Refund and Withdrawal Policy

What this policy covers

This policy applies to everything you pay us for: credit packs, and monthly or annual plans. It sits alongside our Terms of Service. Where the two disagree about refunds, this policy wins.

Nothing here reduces rights you have by law. If your local consumer law gives you more than this policy does, you get the greater of the two.

You have 30 days to ask

You can ask for a refund within 30 days of the payment. Ask by writing to us or by using the refund request in your account.

After 30 days a purchase is normally final. We can still make an exception, and we sometimes do, but past that point it is a decision rather than a right.

How we decide

A person reads every request. We are a small company, so this is not an automated queue, and we would rather look at your actual situation than apply a rule that does not fit it.

Refunds are prorated. We work out how much of what you bought you have actually used, and refund the rest. Buying 15 credits and spending 5 leaves 10 unused, so two thirds of that payment comes back.

If the service failed you, that is our problem and not yours. A run that did not finish, a result that never arrived, a charge for something you did not get: tell us and we will put it right, inside the window or outside it.

What comes back to you

The unused part of a payment goes back to the card you paid with.

Work we already delivered is a different matter. An AI review that ran, a draft that was generated, an audit that produced a memo: those cost us real money to produce and we cannot un-deliver them, so we normally offer account credit rather than cash for that part. If you would rather have the cash and you think the work was not worth what you paid, say so and we will look again.

Where the law entitles you to a refund, you get money back to your card. We never substitute credit for something you are legally owed.

Refunded credits are removed from your balance at the same time the money is returned, so a refund never leaves you holding both.

When we pay

For a withdrawal under EU or UK consumer law, we reimburse you within 14 days of being told you are withdrawing. That is the legal limit and we hold ourselves to it.

For every other refund we approve, we pay within 30 days, and usually much sooner. Your bank then takes its own time to show the money, typically 5 to 10 business days after we send it.

We tell you the decision either way. If we say no, we say why.

If you are a consumer in the EU or the UK

You have 14 days from the day the contract is made to withdraw from it, without giving a reason. You can use the withdrawal function on our site, write to us, or use any clear statement.

When you buy credits, we ask you to confirm two things at checkout: that you want us to start supplying the service straight away, and that you understand you lose the right to withdraw from the part of the purchase that has been fully performed. That confirmation is why a credit you have already spent on a finished piece of work is not refundable.

Credits you have not spent are still yours to withdraw from inside the 14 days, and a plan you have withdrawn from is refunded with a deduction only for the portion of the period you actually had.

We acknowledge every withdrawal in writing as soon as we receive it.

The confirmation you give at checkout reads:

• I ask WALDHORN.AI to start supplying the service immediately, before the 14 day withdrawal period has ended.
• I understand that once a credit has been spent on a completed piece of work, I lose my right to withdraw from that part of the purchase, and that anything unused stays refundable for 30 days.

To withdraw, use withdraw from contract here, or write to billing@waldhorn.net with a clear statement.

What we will not refund

Purchases outside the 30 day window, unless we decide otherwise or the law says otherwise.

Credits already spent on work that was delivered as described.

Repeated use of the refund process to obtain work for free. We have not had to invoke this and we hope we never do, but a small company cannot absorb it.

Talk to us before you call your bank

If something looks wrong on your statement, write to us first. A refund from us is faster than a chargeback, and we can usually sort it the same day.

A chargeback costs us a fee on top of the disputed amount even when we are in the right, which for a company our size is a real cost. We would much rather give you the money back.

How to ask for a refund

Write to billing@waldhorn.net with your account email and roughly what happened, or open your billing page and request a refund next to the payment. Either route reaches the same person.

We read requests every working day. You will get an acknowledgement with the date we owe you a decision by.

Contact

WALDHORN AI INC, billing@waldhorn.net. This policy works alongside our Terms of Service and Privacy Policy.