Refund Policy

Last Updated: December 17, 2024

1. OVERVIEW

This Refund Policy explains the circumstances under which refunds may be granted for purchases of “Inks” (virtual currency) on the Paleye platform.

Service Provider: Individual Entrepreneur Iurii Romaniuk

Contact: administrator@paleye.art

This policy complies with consumer protection laws in the United States, European Union, and United Kingdom.

2. GENERAL POLICY

2.1 Non-Refundable Virtual Currency

Inks are virtual currency used exclusively within the Paleye platform. As stated in our Terms of Service:

  • Inks have no monetary value
  • Inks cannot be exchanged for cash
  • Inks purchases are generally non-refundable
  • Inks are forfeited upon account closure

2.2 Digital Goods Nature

Inks are digital goods delivered instantly upon purchase. Once delivered and available in your account, they are considered consumed and are not eligible for refund under normal circumstances.

3. REFUND ELIGIBILITY

3.1 Eligible Refund Scenarios

Refunds may be granted in the following circumstances:

Technical Errors

  • Duplicate charges due to system error
  • Inks not credited to account after successful payment
  • Service unavailable immediately after purchase
  • System malfunction preventing inks usage

Unauthorized Transactions

  • Fraudulent charges on your account
  • Unauthorized access to your payment method
  • Charges made without your consent

Service Failures

  • Complete service outage preventing inks usage
  • Critical bugs preventing service access
  • Failure to deliver promised service features

Billing Errors

  • Incorrect amount charged
  • Wrong package purchased due to system error
  • Price discrepancy at checkout

3.2 Ineligible Refund Scenarios

Refunds will NOT be granted for:

Normal Use

  • Inks already spent on services
  • Dissatisfaction with AI-generated content
  • Change of mind after purchase
  • Unused inks in active account

User Error

  • Wrong package selected by user
  • Accidental purchase (unless within cooling-off period)
  • Misunderstanding of service features
  • Failure to read Terms of Service

Account Issues

  • Voluntary account closure
  • Account suspension due to Terms violation
  • Inability to use service due to user’s technical limitations

Service Limitations

  • AI results not meeting expectations
  • Subjective quality of design recommendations
  • Normal service variations or updates

4. COOLING-OFF PERIOD (EU/UK CONSUMERS)

4.1 14-Day Right of Withdrawal

Under EU Consumer Rights Directive and UK Consumer Contracts Regulations, consumers have a 14-day cooling-off period for online purchases.

Important Limitation: This right is waived for digital content once delivery has begun with your consent.

By purchasing Inks:

  • You expressly request immediate delivery
  • You acknowledge that Inks are credited instantly
  • You waive your right of withdrawal for delivered Inks
  • You understand that refunds are subject to this policy

4.2 Exercising Withdrawal Right

If you wish to exercise your withdrawal right before Inks are delivered:

  • Contact us immediately at administrator@paleye.art
  • Provide your order number and reason
  • We will process the cancellation if Inks have not been credited

5. REFUND REQUEST PROCESS

5.1 How to Request a Refund

Step 1: Contact Us

  • Email: administrator@paleye.art
  • Subject: “Refund Request – [Order Number]”
  • Include: Order number, purchase date, reason for refund

Step 2: Provide Information

  • Account email address
  • Transaction ID or receipt
  • Detailed explanation of the issue
  • Supporting evidence (screenshots, error messages)

Step 3: Review Process

  • We will review your request within 5 business days
  • We may request additional information
  • We will notify you of our decision via email

Step 4: Refund Processing

  • Approved refunds processed within 10 business days
  • Refund issued to original payment method
  • Paddle.com processing time may apply

5.2 Required Information

To process your refund request, provide:

  • Full name and account email
  • Order number or transaction ID
  • Date of purchase
  • Amount paid
  • Reason for refund request
  • Evidence of the issue (if applicable)

5.3 Time Limits

Refund requests must be submitted within:

  • 14 days of purchase (EU/UK cooling-off period)
  • 30 days for technical errors or service failures
  • 60 days for unauthorized transactions

Requests submitted after these periods may not be considered.

6. REFUND METHODS

6.1 Original Payment Method

Refunds are issued to the original payment method used for purchase:

  • Credit/debit card refunds: 5-10 business days
  • PayPal refunds: 3-5 business days
  • Other methods: As per payment processor’s timeline

6.2 Processing Time

  • Review: 5 business days
  • Approval: 1-2 business days
  • Processing: 5-10 business days
  • Total: Up to 17 business days

6.3 Partial Refunds

In some cases, we may offer partial refunds:

  • Proportional refund for unused inks
  • Refund minus service fees for technical errors
  • Compensation in inks for minor issues

7. CHARGEBACKS AND DISPUTES

7.1 Contact Us First

Before initiating a chargeback with your bank:

  • Contact us at administrator@paleye.art
  • Allow us to resolve the issue
  • Chargebacks may result in account suspension

7.2 Chargeback Consequences

If you initiate a chargeback:

  • Your account may be suspended pending investigation
  • Access to services may be restricted
  • We may dispute invalid chargebacks
  • Account may be permanently closed for fraudulent chargebacks

7.3 Dispute Resolution

We prefer to resolve disputes directly:

  • Contact us with your concerns
  • We will investigate thoroughly
  • We aim for fair resolution
  • Escalation options available if needed

8. PROMOTIONAL AND FREE INKS

8.1 Non-Refundable

Promotional inks and free credits are:

  • Not eligible for refunds
  • Not exchangeable for cash
  • Subject to expiration (if specified)
  • Forfeited upon account closure

8.2 Welcome Bonus

The 100 free inks provided to new users:

  • Are a promotional gift
  • Cannot be refunded or exchanged
  • Are subject to Terms of Service
  • May be revoked for Terms violations

9. SERVICE CREDITS

9.1 Alternative to Refunds

In some cases, we may offer service credits instead of refunds:

  • Additional inks credited to your account
  • Extended service access
  • Complimentary features or upgrades

9.2 Acceptance

Service credits are offered at our discretion:

  • You may accept or decline
  • Declining does not guarantee cash refund
  • Credits are subject to same terms as purchased inks

10. EXCEPTIONS AND SPECIAL CIRCUMSTANCES

10.1 Force Majeure

No refunds for service interruptions due to:

  • Natural disasters
  • War or terrorism
  • Government actions
  • Internet infrastructure failures
  • Third-party service outages

10.2 Service Discontinuation

If we permanently discontinue the service:

  • Unused inks may be eligible for refund
  • Proportional refund based on remaining balance
  • Reasonable notice will be provided
  • Refund terms will be communicated separately

10.3 Account Termination by Us

If we terminate your account for Terms violations:

  • No refund for unused inks
  • Forfeiture of all virtual currency
  • No compensation for lost access

11. CONSUMER RIGHTS

11.1 Statutory Rights

This policy does not affect your statutory rights under applicable consumer protection laws:

European Union

  • Consumer Rights Directive 2011/83/EU
  • Right to withdraw within 14 days (with limitations)
  • Right to remedies for defective digital content

United Kingdom

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Right to refund for faulty digital content

United States

  • State-specific consumer protection laws
  • Federal Trade Commission regulations
  • Credit card chargeback rights

If you believe your consumer rights have been violated:

  • Contact your local consumer protection agency
  • Seek legal advice
  • File a complaint with relevant authorities

12. MODIFICATIONS TO REFUND POLICY

12.1 Policy Updates

  • We may update this policy periodically
  • Material changes will be notified via email
  • Continued use after changes constitutes acceptance
  • Changes apply to future purchases only

12.2 Grandfathering

Purchases made before policy changes are subject to the policy in effect at the time of purchase.

13. CONTACT INFORMATION

13.1 Refund Inquiries

For refund requests or questions:

Email: administrator@paleye.art
Subject Line: “Refund Request – [Order Number]”
Response Time: Within 5 business days

13.2 Required Information

Include in your email:

  • Account email address
  • Order number or transaction ID
  • Purchase date and amount
  • Detailed reason for refund request
  • Supporting documentation

13.3 Escalation

If you are not satisfied with our response:

  • Request escalation to management
  • Contact your payment processor
  • Seek assistance from consumer protection agencies
  • Consult legal counsel if necessary

14. DISPUTE RESOLUTION

14.1 Informal Resolution

We encourage informal resolution:

  • Contact us with concerns
  • Provide detailed information
  • Allow reasonable time for investigation
  • Work collaboratively toward solution

14.2 Mediation

For unresolved disputes:

  • We may suggest mediation
  • Neutral third-party mediator
  • Voluntary participation
  • Cost-sharing arrangement

14.3 Arbitration

As stated in Terms of Service:

  • Binding arbitration for unresolved disputes
  • Waiver of class action rights
  • Small claims court remains available

15. FRAUD PREVENTION

15.1 Anti-Fraud Measures

To prevent refund fraud:

  • We monitor refund patterns
  • We verify refund requests
  • We may request additional documentation
  • We reserve the right to deny suspicious requests

15.2 Abuse of Refund Policy

Abuse of this policy may result in:

  • Refund request denial
  • Account suspension or termination
  • Legal action for fraud
  • Reporting to authorities

16. THIRD-PARTY PAYMENT PROCESSOR

16.1 Paddle.com

Payments are processed by Paddle.com:

  • Refunds are subject to their processing times
  • Their terms and policies also apply
  • Contact them for payment-specific issues
  • Website: Paddle.com

16.2 Payment Processor Fees

  • We do not control payment processor fees
  • Refunds may be subject to processing fees
  • Currency conversion fees may apply
  • Net refund amount may differ from purchase amount

17. RECORD KEEPING

17.1 Transaction Records

We maintain records of:

  • All purchases and refunds
  • Refund requests and decisions
  • Communication regarding refunds
  • Supporting documentation

17.2 Retention Period

Records are retained for:

  • 7 years (legal requirement)
  • Audit and compliance purposes
  • Dispute resolution
  • Tax reporting

18. TAXES

18.1 Tax Implications

  • Refunds do not affect tax obligations
  • Consult tax professional for advice
  • We provide transaction records upon request
  • Tax reporting is your responsibility

19. CURRENCY AND EXCHANGE RATES

19.1 Multi-Currency Transactions

  • Purchases in non-USD currencies subject to exchange rates
  • Refunds issued in original currency
  • Exchange rate fluctuations may affect refund amount
  • We are not responsible for currency conversion differences

20. ACCESSIBILITY

This Refund Policy is available in accessible formats upon request. Contact us at administrator@paleye.art for alternative formats.

Version: 1.0
Effective Date: December 17, 2024
Last Updated: December 17, 2024

BY PURCHASING INKS, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO THIS REFUND POLICY.