Refund Policy

Last updated 16 October 2026

A full refund within 14 days

You can get the full price of a pack back within 14 days of the purchase if you have not used any of its credits. The pack ends with the refund: its credits, its cloud projects and its export go.

After a credit is used

When you buy, you ask for the pack to start right away and confirm that it can no longer be refunded once you use any of its credits. From then on the pack is not refundable, except:

• you were charged twice for the same purchase, or charged for a pack you did not receive;
• the service did not work for you because of a fault on our side that we could not fix;
• we shut the service down: we tell you by email at least 30 days before the closing date, and the unused credits of your active packs are refunded if you ask before that date, the price of each pack in proportion to its credits left;
• a refund is required by the consumer law of your country.

A run of the AI that fails because of an error on our side is not charged at all. Credits that have expired, and free credits we gave, are not refunded.

How to ask

Write to support@traceflat.com from the email of your account, or reply to the receipt email from Paddle. You can also ask Paddle directly at paddle.net. Paddle is the reseller and Merchant of Record of all our orders and pays the refund back to the payment method you used, usually within 5 to 10 business days.