Refund Policy

The short version

Free plan

The Free plan has no charges, so there's nothing to refund. Free credits are a one-time grant of 60 credits per account; once they're used, you can subscribe to a paid plan or buy a top-up credit pack from /dashboard/.

Paid subscriptions

For Starter, Pro, and Studio subscriptions, we'll issue a full refund of your current billing period when:

• Charged in error — duplicate charges, the wrong plan was selected, accidental re-subscription, or a charge you didn't authorize. Refunded any time, no window
• You subscribed but barely used it — if you contact us within 7 days of a subscription charge and you've made fewer than 5 refractions on the new period, we refund the period in full. No questions asked
• Something's broken and we can't fix it — if a critical part of the service fails and we can't restore it within a reasonable window, we'll refund the affected period (prorated if it's only partially affected)

For mid-cycle cancellations after the 7-day window, we don't refund the remaining time on the period you've already paid for, but you keep your plan's features and any remaining subscription credits until that period ends. Cancel any time from the Polar customer portal linked in /dashboard/.

Top-up credit packs

Top-up packs are one-time purchases that add credits to your account. Top-up credits don't expire for 12 months from purchase. Refund logic:

• Charged in error — refunded any time, no window
• You bought a top-up but haven't used any of those credits — if you contact us within 7 days of purchase and none of the credits granted by that pack have been spent, we refund in full
• Once redeemed — top-up credits that have been spent on enhancements aren't refundable, but the unspent balance stays on your account for the full 12-month expiry window. If a service outage prevents you from using credits you've already paid for, that's covered under the broken-service clause

Account credit instead

If you'd rather not have the refund hit your bank, we can issue account credit instead. Credit:

• Sits on your account and applies to any future charge (renewal, upgrade)
• Doesn't expire as long as your account is active
• Can still be converted to a cash refund later if your situation changes

Just mention "credit, not cash" in your refund email.

What our refund policy doesn't cover

A few situations fall outside the routine windows. Even here we're usually willing to discuss credit:

• Subscriptions you've used substantially during the current period — once you've made meaningful use of the period (more than 5 refractions on a new period for the unused-7-days clause), the refund clock for that specific period has typically passed; we can stop future renewals (see Cancellation in the Terms)
• Top-up credits you've already spent — once a top-up's credits have been redeemed against enhancements they aren't refundable; the unspent balance stays on your account until used or until 12 months pass
• Prior closed billing periods — periods that have already ended aren't routinely refunded except in the error cases above
• Outputs you didn't like — image-model output quality varies and depends on the downstream tool you use, the model version, and many factors outside Promly's control. We don't refund based on output preference. We do refund if the refraction service itself is genuinely broken (returns errors consistently, etc.)

How to request a refund

1. Email refund@promly.ai with "Refund request" in the subject line
2. Include the email address on your Promly account, the approximate date of the charge, and a brief reason
3. Mention whether you'd prefer cash refund or account credit
4. You can also request a refund directly via the Polar customer portal — the link is in your original Polar receipt email
5. We respond within 48 hours and process approved refunds within 5 business days; the actual return to your card depends on Polar and your bank, typically 3–10 days after that

Want to cancel instead?

Your statutory rights

If you're in the EU (GDPR / Consumer Rights Directive), UK (UK GDPR), California (CCPA/CPRA), Brazil (LGPD), or Israel (Consumer Protection Law 5741-1981), you may have additional refund rights under local law. For EU/UK digital-content purchases specifically, you may have a 14-day right of withdrawal unless you explicitly waived it at checkout to begin using the service immediately.

Statutory rights override this policy where applicable. Use the contact email at the bottom of this page with details of your situation and we'll respond within 30 days.

Changes to this policy

If we update this policy, we'll bump the "Last updated" date at the top. For material changes, we'll notify subscribers by email. We won't retroactively reduce your refund rights for purchases already made — anything you bought is governed by the policy that was in effect on the day you bought it.

Contact

Questions about this policy? Email legal@promly.ai. 48-hour response time, every time.

Promly · Erez Haim
erez@promly.ai