Refund policy
A payment is refunded in full within 14 days if none of the credits it bought have been spent. A run that fails returns its credits on its own. Spent credits are not refunded, and nothing renews: credits are bought once, in packs.
By Buteo · Updated
When can you get your money back?
A payment is refunded in full if you ask within 14 days of it and none of what it bought has been spent. Every payment here is for a pack of credits, bought once: nothing renews, so there is no subscription to cancel.
A pack counts as unspent while your balance still holds at least as many credits as the pack added. Credits are not tracked pack by pack, so the balance is the test.
After 14 days, or once the credits have been used, a payment is not refunded. Credits never expire, so an unused pack is still yours to spend.
What if a run fails after you paid for it?
Credits spent on finished work are not refunded: the research was done, and it cost what it cost whether or not the verdict is the one you hoped for.
A run that fails is different. The credits it cost go back to your balance automatically, and the entry appears in your history in Settings, under Billing. If a run stopped without finishing and without returning its credits, write to support@buteo.ink and they are restored by hand.
What happens to your credits when a payment is refunded?
The credits it bought are removed from your balance. A partial refund removes them in proportion to the money returned.
If some of those credits were already spent, the balance goes below zero and nothing more can be run until new credits settle it.
What is never refunded?
- The free trial. Its 10 credits cost nothing and have no cash value.
- Credits themselves. They cannot be exchanged for money or moved to another account. A refund returns a payment; it does not buy credits back.
- The balance of a deleted account. Deleting an account removes its credits with it, so ask for a refund first.
How do you ask for a refund?
Write to support@buteo.ink from the email address on your account, and say which payment you mean.
Payments are taken by Polar, which is the merchant of record. Polar returns the money to the payment method you used and sends the receipt; how long it takes to appear is up to your bank.
Does this limit your legal rights?
No. Where the law of your country gives you a right to withdraw from a purchase or to a refund, you keep it, whatever this page says. This policy is part of the terms of service, and if it changes, the date at the top of this page changes with it.