Refund Policy

Refund window

You may request a refund within 14 days of purchase if the purchased Token has not been substantially used. Refunds are reviewed case by case and remain subject to applicable law and Paddle's merchant-of-record procedures.

When refunds may be approved

• Duplicate purchases or accidental purchases.
• A technical issue caused by Oxally that prevents you from accessing the purchased service and cannot be reasonably resolved.
• A billing error or unauthorized transaction, subject to verification.

When refunds may be denied

• The purchased Token has been substantially used or consumed by completed service requests.
• The request is made after the refund window.
• The account violated our Terms of Service or acceptable use rules.
• The request relates only to dissatisfaction with AI output quality after successful service delivery, unless required by law.

How approved refunds affect Token

When a refund, reversal, dispute, or chargeback is approved or completed, the unused Token associated with that payment may be removed from your account. If the associated Token has already been consumed, Oxally may restrict further use or record a recoverable negative balance where permitted by law.

A duplicate Webhook or payment notification does not create an entitlement to duplicate Token. Any Token credited in error may be corrected.

How to request a refund

Contact [email protected] with your account email, purchase date, Paddle transaction or receipt reference, and a short explanation of the issue.

Payments are processed by Paddle as merchant of record, so approved refunds may be processed through Paddle and returned to the original payment method where possible.

Processing time

Refund review times may vary. Once approved, the time for funds to appear depends on Paddle, the payment method, and your bank or card issuer.