Refund Policy

1. Overview

At Alt Audit, we want you to be completely satisfied with our AI-powered accessibility service. This Refund Policy outlines the conditions under which refunds may be issued for our subscription plans and credit pack purchases.

Our payment processing is handled by Paddle, our authorized payment provider. All refund requests are processed in accordance with this policy and applicable consumer protection laws.

2. Subscription Plan Refunds

2.1 New Subscriber Guarantee

New subscribers are eligible for a full refund within 14 days of their initial subscription purchase, provided:

• The refund request is made within 14 days of the first payment
• You have used fewer than 25 credits during the trial period
• This is your first subscription with Alt Audit

2.2 Monthly Subscriptions

Monthly subscription payments are generally non-refundable after the 14-day new subscriber guarantee period. However, we may issue refunds at our discretion for:

• Technical issues that prevented you from using the service
• Billing errors or duplicate charges
• Service unavailability exceeding 24 hours

2.3 Annual Subscriptions

Annual subscription holders may request a prorated refund for the unused portion of their subscription within 30 days of the initial purchase. After 30 days, annual subscriptions are non-refundable but may be cancelled to prevent future renewals.

2.4 Monthly Subscription Credits

Credit usage and refund eligibility:

• No credits used: Full refund may be available within the 14-day window
• Partial credit usage (1-50% of monthly allocation): Not eligible for refund - you have received and used the service value
• Full credit usage (51-100% of monthly allocation): Not eligible for refund - the subscription value has been fully consumed

Why used credits are non-refundable: When you use credits to generate alt text, our AI processes your images immediately and incurs costs on our end. Once processing is complete, the service has been delivered and cannot be "returned."

2.5 Credit Rollover Policy

Unused monthly subscription credits do not roll over to the next billing cycle. Each month starts fresh with your plan's full credit allocation. This is separate from one-time credit pack purchases, which do not expire.

3. Credit Pack Refunds

3.1 Unused Credit Packs

Credit pack purchases may be refunded within 14 days of purchase if:

• No credits from the pack have been used
• The refund request is submitted within 14 days of purchase

3.2 Partially Used Credit Packs

Once any credits from a credit pack have been used, the purchase is considered final and non-refundable. This is because credits are consumed immediately upon use for AI processing.

3.3 Credit Expiration

Purchased credits do not expire for active accounts. However, credits cannot be transferred, sold, or refunded after the 14-day window has passed.

4. How to Request a Refund

To request a refund, please follow these steps:

Approved refunds will be processed through Paddle and credited to your original payment method within 5-10 business days, depending on your bank or card issuer.

5. Non-Refundable Items

The following are not eligible for refunds:

• Monthly subscription fees where any credits have been used during that billing period
• Credits that have been consumed for alt text generation (partial or full usage)
• Credit pack purchases where any credits from the pack have been used
• Subscription renewals (cancel before renewal date to avoid charges)
• Accounts terminated for Terms of Service violations
• Requests made after the applicable refund window has closed
• Free tier accounts (no payment was made)

6. Cancellation vs. Refund

Cancellation and refund are different processes:

You can cancel your subscription at any time from your Billing Dashboard. Cancellation does not automatically initiate a refund request.

7. Special Circumstances

7.1 Service Outages

If Alt Audit experiences significant service disruptions (more than 24 consecutive hours of downtime), affected users may be eligible for service credits or partial refunds proportional to the downtime experienced.

7.2 Billing Errors

If you were charged incorrectly (wrong amount, duplicate charge, or unauthorized charge), please contact us immediately. We will investigate and process a full refund for any billing errors.

7.3 Consumer Protection Laws

This refund policy does not affect your statutory rights under applicable consumer protection laws. EU/EEA customers may have additional rights under the Consumer Rights Directive.