1. What You Are Purchasing
ScrollTell paid features are unlocked with one-time credit packs (for example, project-unlock credits, re-export packs, and AI-action credits). Credits are a prepaid, consumable digital entitlement: they are delivered to your account immediately and are consumed as you use the Service. They are not money, carry no cash value, and do not expire unless stated. Your purchase is made through Paddle.com Market Ltd (“Paddle”), our Merchant of Record and seller of record, not with us directly (see our Terms of Service, Section 4).
2. All Sales Are Final (Credits Are Non-Refundable)
Because credits are a digital entitlement made available immediately and consumed on use, credit packs are non-refundable. By purchasing, you request immediate access to the digital entitlement and, where permitted by law, acknowledge that it is non-refundable once made available, and that consumed credits cannot be restored except as described in Section 4.
3. EU/UK Consumers: Right of Withdrawal
If you are a consumer in the EU or UK, you normally have a 14-day right to withdraw from an online purchase. For digital content supplied immediately, you may lose that right once supply begins, provided you have expressly consented and acknowledged the loss. Because Paddle is the seller of record, this consent and any statutory withdrawal right are handled by Paddle at checkout under its Buyer Terms. Nothing in this policy removes non-waivable consumer rights you may have, including for unused credits within the applicable statutory window.
4. AI-Failure Protection (Automatic)
If an AI action fails to produce a result or returns nothing usable, the credit for that action is automatically restored to your balance, so you are never charged for a failure on our side. This in-app credit restore involves no payment refund and moves no money; it is the normal remedy for a non-working AI action.
5. Discretionary & Statutory Refunds
- Any refund beyond Section 4 is at our sole discretion and, because Paddle is the seller of record, is administered through Paddle. We do not offer automatic monetary refunds. Contact us first at [email protected] with your order id and we will review it.
- Statutory rights: where applicable law grants a non-waivable refund or withdrawal right (for example, for unused credits within a statutory window, or for a service we failed to provide), we honour it; such refunds are processed by Paddle as the seller of record.
6. Chargebacks: Contact Us First
If you have a problem, please email [email protected] first. We are responsive and can usually resolve it faster than a bank dispute. Initiating a chargeback instead of contacting us (especially for a delivered or consumed entitlement) may result in suspension of your account pending resolution.
7. How to Request a Refund
Email [email protected] with your order id and the reason. We (or Paddle on our behalf) will respond within five (5) business days.
8. Contact
Questions about this Refund Policy: [email protected]. ScrollTell is an independent business operated from Egypt; purchases are sold by our Merchant of Record, Paddle.com Market Ltd, whose details appear on your receipt and statement.