Refund Policy

1. Overview

This Refund Policy explains how refund requests are handled for subscriptions and one-time credit-pack purchases processed through Paddle, our merchant of record.

2. Refund Window

Refund requests must be submitted within 14 days of the transaction date. After 14 days, purchases are non-refundable except where a different period is required by applicable law.

3. Subscriptions

Dexil subscriptions renew automatically until canceled. You may cancel at any time before the next renewal date to avoid future charges. Cancellation stops future renewals and does not retroactively refund charges outside the applicable refund window.

4. Credit Packs

One-time credit-pack purchases follow the same 14-day refund request window unless a different period is required by applicable law.

5. Single Reports

A single report is a one-time purchase of one analysis on one module. The same 14-day refund request window applies, with one difference that follows from what is being bought.

A report you have not yet run is refundable within that window. A report that has been run is not, because the analysis has been produced and delivered to you. Opening, reading or sharing a report you have already run does not change this either way.

If a run fails or does not complete, it does not use up your purchase. The report returns to your account and you can run it again at no further cost.

Where a refund or chargeback is approved on a report that has been run, access to that report ends. Free first reports carry no charge and fall outside this policy.

6. Refund Requests

To request a refund, use the billing or receipt links supplied by Paddle where available, or contact legal@dexil.ai with the account email, workspace name, purchase date, and reason for the request.

7. Processing

If a refund is approved, it will be processed through Paddle to the original payment method. Timing depends on Paddle and the underlying payment provider.

8. Chargebacks and Disputes

If you believe a charge is unauthorized or incorrect, contact us before initiating a chargeback where possible so we can investigate and attempt to resolve the issue promptly.