Refund and Cancellation Policy

This policy covers the two things you can pay us for: a subscription plan and AI translation credits. It describes what the product actually does, so nothing here depends on us remembering to honour it by hand.

1. Cancelling a subscription

You can cancel at any time from Organization settings → Billing → Plans. No email, no notice period, no retention call.

Cancelling means "do not renew". It does not end your plan immediately:

• You keep every feature and limit of your plan until the end of the period you have already paid for.
• At that boundary the organisation moves to the Free plan.
• Nothing is deleted. Your projects, keys, translations, glossaries and translation memories stay exactly as they are.

If you cancel by mistake, you can undo it before the period ends and keep the plan you paid for. Un-cancelling costs nothing and does not restart your billing period.

2. Refunds on subscriptions

We do not automatically refund the unused part of a billing period. When you cancel, you keep the service until the period you bought has run out, which is the value you paid for.

We will refund a payment in full when any of the following is true:

• You were charged after cancelling. Always refunded.
• You were charged twice for the same period. The duplicate is always refunded.
• You were charged for a period you did not use at all — you cancelled within 7 days of the charge and did not use the service in that time.
• A fault on our side made the service unusable for a material part of the period.

Outside those cases, refunds are at our discretion, and we would rather hear from you than have you assume the answer is no. Email hello@textsetu.com with the invoice number.

Timeline. We respond within 3 business days. An approved refund is issued to the original payment method within 5–7 business days of approval; how quickly it appears on your statement is then up to your bank or card issuer, and is typically another 5–10 business days.

3. Changing plan mid-period

• Upgrading takes effect immediately, and we credit the unused remainder of your current plan against the new charge. You are not billed twice for the same days.
• Downgrading takes effect at the end of the current period, not immediately — you keep what you paid for until it runs out. There is no refund for the difference, because no time is lost.

4. AI translation credits

AI credits are prepaid and never expire. They are consumed only when you actually run an AI translation.

• Unused credits are refundable within 14 days of purchase, provided none of that top-up has been spent. Email us with the invoice number.
• Once credits have been consumed they cannot be refunded — the underlying model providers have already been paid for that work.
• Credits are not transferable between organisations, and cancelling a subscription does not expire the credits you have bought. They remain available on the Free plan.
• Credits included with a plan are part of that plan's price and are not separately refundable.

Bringing your own model key costs nothing. If you connect your own provider key, AI translation is unmetered and we never charge for it — so there is nothing to refund.

5. Failed and unpaid invoices

We do not hold a payment mandate, so nothing is ever charged automatically without an invoice you can see. If a renewal invoice goes unpaid:

• The service keeps working during a grace period while we remind you.
• After that the organisation is frozen: reading and exporting keep working, and creating new content does not.
• Nothing is ever deleted for non-payment. Paying the outstanding invoice restores the account immediately.

You can export your data at any time, including while an account is frozen. That is deliberate — being unable to pay us must never mean being unable to leave.

6. Free plan

The Free plan is free. There is nothing to cancel and nothing to refund. You can stop using it, or delete your organisation, at any time.

7. How to reach us

Email hello@textsetu.com with your organisation name and the invoice number from Billing → Invoices. Every invoice is downloadable as a PDF from that page.