What this policy covers
This policy applies to all payments for the service: one-off credit packs and the subscription. It explains the general refund rules and the request procedure; the specific terms of a separate corporate agreement, if one has been concluded with the organization, take precedence over this document.
This policy is read together with the terms of use: the definitions of the service, account, and organization are taken from there and are not repeated here.
Who is the seller and who supplies the product
The product is supplied and supported by Yoseno (hereinafter, the supplier). Orders and payments are processed through Paddle.com: Paddle acts as an authorized reseller and Merchant of Record, meaning it is the seller for the buyer, collects payment, issues payment documents, and handles payment enquiries, including refunds and chargebacks.
These roles are not mixed. For questions about how the product works, access, features, and data, contact the supplier. For questions about payment, invoices, tax, payment methods, and refunds, Paddle handles the request; the supplier takes part to the extent of the information available about the order and consumption.
What a credit is
A credit is a unit of already paid-for platform work: analyzing answers, preparing summaries and recommendations. A credit is not money, an electronic means of payment, or any other monetary claim against the supplier.
It follows that a credit:
- cannot be withdrawn or paid out in money;
- cannot be exchanged for money and has no exchange rate of its own;
- is not transferred to another organization and is not otherwise disposed of.
The credit balance belongs to the organization to whose billing the credits were granted, and is spent on platform work within that organization.
General rule: consumed work is not refunded
A credit is deducted at the moment the platform performs the work. Work already performed is considered a service rendered and, under the general rule, is not refunded, because its result has been transferred to the organization and remains available to it.
This rule describes the ordinary course, not an unconditional prohibition: the cases in which a refund is possible are listed below.
Mandatory rights and precedence over the general rule
The general rule does not limit the buyer's rights established by applicable law. Where the law gives the buyer the right to withdraw from the service or any other mandatory right to a refund, that right applies independently of the general rule on consumed work.
A refund is also possible if the product does not work as stated and the defect is not remedied within a reasonable time. In addition, Paddle, as Merchant of Record, may decide to grant a full or partial refund at the buyer's request; such a decision takes precedence over the general rule.
Where to send a request
Requests for a refund should be sent to Paddle as the seller, via the Paddle support contact provided in the payment email or in the invoice for your order. Please include the transaction identifier, payment date, and reason for the request.
If the issue concerns how the product works rather than the payment, contact the supplier using the contacts listed on the website: the problem is often resolved without a refund. The supplier responds within a reasonable time and, if necessary, confirms the order details to Paddle.
Refund and renewal cancellation are different actions
A refund is an operation on a payment already made: the money is returned to the buyer, in full or in part, by Paddle's decision.
Cancelling a subscription declines future renewals: the next payment is not charged, while the already paid period remains active until it ends. Cancellation alone does not refund the paid period or cancel credits already granted.
What happens to credits after a refund
An approved refund or chargeback on a one-time pack cancels the entire credit grant for that purchase. This rule also applies to a partial monetary refund: the original grant is cancelled, not the share of the returned amount.
If part of the purchase's credits has already been spent, cancelling the grant does not hide that consumption—the organization's purchased balance may go negative. A negative balance means that work was performed using the refunded payment; further platform work resumes after the balance is topped up.
Refund of a subscription payment
For a refund of a subscription payment, the monetary side is handled by Paddle in the usual manner, and no separate adjustment of credits occurs inside the product: a refund of a subscription payment does not cancel the grant and does not reduce the organization's balance.
If the situation requires a different resolution, it is considered individually upon request to the supplier.
Changes to this policy
The supplier may update this policy. The current version is always published at https://yoseno.com/refund; the version in effect on the payment date applies to a payment already made.