I. The headline rule
Within 14 days of a credit pack purchase, you can ask for a refund of your unused credits. Credits are valid for 45 days from purchase, and the 14-day refund window runs inside that validity period. We calculate pro-rata: refunded amount = pack price × (unused credits ÷ pack size). If you bought the €50 / 6,500-query pack and used 500 queries, we refund €50 × (6,000 ÷ 6,500) = €46.15. No restocking fee, no "processing fee", no deductions beyond the credits you actually consumed. Credits that have expired (past the 45-day window) are not eligible for a refund.
II. Pro Plan subscriptions
The Pro Plan is €29/month for 2,000 monthly queries. You can cancel at any time from the Dashboard. Cancellation stops the next renewal. The current month is not refunded because the allowance is already available for use. There is no lock-in, no cancellation fee, and no requirement to speak to a human.
III. Custom enterprise orders
Custom enterprise credit orders (minimum €1,000) are refundable pro-rata within 30 days of issue, at the same unit rate as the original purchase. If we delivered the service and the integration was successful, we do not retroactively refund consumed credits, only the unused balance.
IV. How to request
Email support@supportpilots.com from the email address on the account. Include the order number from your Thank-You page or receipt. No reason required within the 14-day window. We reply within one business day and refund to the original payment method within 5–7 business days of approval. You will see an entry in your Dashboard history marked REFUNDED with a link to the updated receipt.
V. When a refund is denied
The only disqualifier is abuse: accounts suspended for violating the Acceptable Use section of the Terms (spam content, reverse-engineering attempts, probing, feeding prohibited data). In that scenario we keep the purchase as a penalty and document the reason in the audit log. For everything else, including "I changed my mind", "the model didn't answer the way I wanted", or "I bought the wrong pack", the refund is approved.
VI. Chargebacks
Please email us before filing a chargeback. In nine cases out of ten we can refund you faster than your bank can. If a chargeback is filed against an account without a prior email to support@supportpilots.com, we will challenge it with our transaction record, including session logs and API usage timestamps. Approved chargebacks will also suspend the account.
VII. Currency and FX
Refunds are paid in the original currency of the purchase (EUR, USD, or GBP). We do not convert. If your card issuer converted at purchase, any FX spread your bank kept at that moment is a matter between you and your bank. We have no visibility into it and cannot refund it. The amount we send back matches the amount we received.
VIII. Consumer rights
If you purchased SupportPilots as a consumer in the EU/EEA, you have the 14-day statutory right of withdrawal under Article 9 of the Consumer Rights Directive (2011/83/EU). This policy is at least as generous as that right and does not override it. Nothing here restricts any mandatory legal protection available to you in your country of residence.
IX. Contact
Refund requests and any dispute related to billing: support@supportpilots.com or +44 7782 220559. Postal mail to Telvara Holdings Limited, 27 Crofton Road, No. 6, 1st Floor, Liverpool, L13 5UJ, United Kingdom. Company number 17175891. We answer within one business day and we document every refund decision.