Refund Policy

1. Who the seller is

Credit packs are sold by a payment provider acting as merchant of record; its name and details are shown at checkout and repeated in your purchase confirmation. The contract of sale is concluded with it, it takes the payment and issues monetary refunds, and its buyer terms prevail over this document as regards money. Send refund requests to support@topscale.io — we will pass them on and support your case — or contact the seller directly.

2. The 14-day right of withdrawal

If you are a consumer in the European Union, you may withdraw from the purchase within 14 days of payment without giving a reason. If you have not spent the credits, the full amount is refunded. If you spent part of them and gave express consent at checkout for performance to begin immediately, the value of the processing actually performed is withheld and the remainder is refunded. Consent to immediate performance is requested separately at checkout and is never pre-ticked for you.

3. If a job fails

If processing fails — for any reason — the credits charged are returned to your balance automatically; no request is needed. A job that has not yet completed can be cancelled — the credits charged for it come back. If, by the time a disc job is cancelled, some recordings are already finished and delivered, their cost is withheld based on the minutes actually delivered and the rest is returned; if the delivered length cannot be established, nothing is withheld. Running a job again is new work and is charged anew. If a job completes but the result did not satisfy you, that alone is not grounds for a monetary refund: the result depends on the source, and we do not hide this. Write to us — it is often a matter of settings, and we will help you choose them.

4. What is not refunded

Unused credits are exchanged for money only in the cases named in this policy and in the terms: withdrawal within 14 days (section 2), the Service closing or your account being closed through no fault of yours (section 5), a block for a breach not involving fraud or non-payment (section 10 of the terms), or disagreement with a change of terms (section 12 of the terms). In all other cases unused credits are not exchanged for money: they stay on your balance with no expiry for as long as the account exists, and you may spend them at any time (deleting the account takes the remaining balance with it — section 10 of the terms). This does not affect your rights where the service does not conform to the contract, where you were charged in error, or in other cases provided for by mandatory law.

5. If the Service closes

If we discontinue the Service, or close your account for reasons other than your breach, unused credits are refunded in money at the price paid.

6. Charges made in error

If you notice a charge you did not make, write to us. We will investigate and, if the error is ours, return the credits or the money.