Refund Policy

This Refund Policy outlines the terms under which Pathnomic Labs FZ-LLC ("Tellop," "we," "us," or "our") offers refunds for subscription purchases made through our platform.

All payments are processed by our Merchant of Record, Paddle.com. Paddle handles all billing, invoicing, and refund processing on our behalf.

1. Overview

We offer a 15-day refund window from the date of your first subscription purchase. If you are not satisfied with our Services, you may request a pro-rated refund based on your unused credits within this period.

As Paddle.com is our Merchant of Record, all refunds are processed through Paddle. Paddle handles all customer service inquiries related to billing and refunds.

2. Eligibility

To be eligible for a refund, the following conditions must be met:

• The refund request must be made within 15 days of your initial subscription purchase date.
• Refunds are available for first-time subscription purchases only — subscription renewals are not eligible for refund.
• The refund amount is calculated on a pro-rated basis according to your unused quota credits remaining.
• Your account must not have been suspended or terminated for violation of our Terms of Service.

3. Pro-Rated Refund Calculation

Refunds are calculated based on the proportion of unused credits in your account:

Credits that have already been consumed through AI conversations, document processing, or other platform features are non-refundable. The refund amount will reflect only the value of credits you have not yet used.

4. How to Request a Refund

To request a refund, you may use either of the following methods:

• Email us: Send your refund request to [email protected] with your account email and reason for the refund.
• Contact Paddle directly: As our Merchant of Record, Paddle can also process your refund request. Visit Paddle Support for assistance.

Please include your account email address and order/transaction reference number when submitting a refund request.

5. Refund Processing

Once your refund request is approved, Paddle will process the refund to your original payment method. Please note the following processing timelines:

• Credit/Debit Card refunds: May take up to 10 business days to appear on your statement, depending on your card issuer (up to 120 days in exceptional cases).
• PayPal refunds: May take up to 10 business days to process (up to 179 days in exceptional cases).
• Other payment methods: Processing times vary by provider.

You will receive a confirmation email from Paddle once your refund has been processed.

6. Exceptions

Refunds will not be granted in the following circumstances:

• The refund request is made after the 15-day refund window has expired.
• All allocated quota credits have been fully consumed.
• The account has been suspended or terminated due to fraud, abuse, or violation of our Terms of Service.
• The request is for a subscription renewal rather than an initial purchase.

7. Subscription Cancellations

Cancelling your subscription is separate from requesting a refund:

• You may cancel your subscription at any time from your account dashboard.
• Upon cancellation, your subscription will remain active until the end of the current billing period.
• You will retain access to all features and credits until the billing period expires.
• No further charges will be made after cancellation takes effect.

Important: Cancelling your subscription does not automatically entitle you to a refund. If you wish to receive a refund, you must submit a separate refund request within the 15-day eligibility window.

8. Complaints and Escalation

If you are not satisfied with the outcome of your refund request, you may escalate your complaint through the following process:

• Step 1: Contact our support team at [email protected]. We aim to respond to all complaints within 2 business days.
• Step 2: If your complaint is not resolved satisfactorily, you may escalate to our management team at [email protected]. We aim to resolve escalated complaints within 5 business days.
• Step 3: You may also contact Paddle directly for billing-related disputes at Paddle Support.

9. Contact Information

For questions about this Refund Policy or to submit a refund request, please contact us at: