Refund policy

Last updated: [EFFECTIVE DATE]

In short: you see your files before you pay. If the files you recover after paying do not open, ask within 30 days and you get your money back. Credits for Restore with AI that you have not used can be refunded within 14 days of buying them.

1. Money back if the files do not open

If files you recovered with a paid recovery do not open, you can ask for a full refund of that purchase within 30 days of the purchase date. We may ask you which kinds of files did not open and what happened when you tried, so we can fix the problem for others. We never need the files themselves, so please do not send them.

2. Other refunds

• If you were charged twice for the same drive, or charged in error, we refund the extra payment.
• Your statutory rights are not affected. If the software is not as described, not of satisfactory quality or not fit for purpose, you are entitled to a remedy under the Consumer Rights Act 2015.

3. Your 14-day right to cancel

UK and EU consumers normally have 14 days to cancel a purchase of digital content. Because a paid recovery starts as soon as you pay, the checkout asks you to agree to immediate supply and to acknowledge that you then lose this right. The money-back promise above applies regardless.

4. When a refund is not due

Because you can scan, preview and recover the first 10 files or 100 MB free before paying, we do not refund simply because you changed your mind after recovering files that open. Files labelled partly damaged or not checked were shown with that label before you paid; if they do not open, tell us and we will look at it fairly.

5. Credits for Restore with AI

• A restore that fails, is refused by the AI provider, or is stopped before it finishes returns its credit to your balance automatically. You do not need to ask.
• Within 14 days of buying a credit pack, you can ask for a refund of the credits in it that you have not used. The refund covers those unused credits [CONFIRM: pro rata to the price paid], and they are removed from your balance.
• Credits you have used are not refundable, because the restore has been supplied (see section 9 of the terms). If a restored photo did not come back usable, for example the file does not open, tell us and we will look at it fairly.
• Free credits that come with a paid recovery are not refundable.
• Credits on an account are lost if the account is deleted, and cannot be refunded after that. Ask for any refund before deleting your account.
• If a credit pack is refunded, the unused credits from it are removed from your balance. Your balance never goes below zero because of a refund.

6. How to ask

Paddle.com is our merchant of record and handles all refunds. Any of these works, and you do not need an account:

• open a ticket on the support page (choose "Payment") with your Paddle order ID. If you are signed in, your orders are listed on your account page, and the ticket is linked to your account;
• email us at [CONTACT EMAIL] with your Paddle order ID; or
• go to paddle.net, find your order with the email address you paid with, and request a refund there.

We arrange the refund with Paddle. It goes back to the payment method you used.