TaleLens Refund Policy

1. Overview

TaleLens offers self-service refunds for eligible completed purchases with associated credits, including supported subscription payments and one-time credit purchases. Refunds are based on remaining unused credits and are processed through Stripe. Please read this policy carefully before making a purchase.

2. How to Request a Refund

You can request a refund directly from your account settings:

1. Go to User Settings → Payment History
2. Find your completed order
3. Click the Refund button
4. Provide a reason for your refund request
5. Submit the request

Your refund will be processed automatically if you meet the eligibility requirements.

3. Eligibility

Eligibility is based on how many credits you have used from your order:

• ≤ 10% credits used: You are eligible for a proportional refund based on remaining credits.
• > 10% credits used: Self-service refund is not available. Please contact our support team if you have special circumstances.
• Expired credits: Orders with expired credit batches are not eligible for a refund. The Refund button will not appear for such orders.

Self-service refunds are only available for eligible completed orders with associated credits. Some order types, including immediate subscription upgrade charges, are excluded from self-service refunds even if payment was successful.

4. Refund Amount Calculation

The refund amount is proportional to your unused credits:

Example:

• You paid $20 for 100 credits
• You used 10 credits (10% usage — eligible)
• Refund = $20 × (90 ÷ 100) = $18

5. What Happens After a Refund

• Supported subscription order refunds may cancel the related subscription: If you refund a subscription order that is tied to your active subscription, that subscription may be cancelled and you will not be charged again.
• Immediate subscription upgrade charges are not eligible for self-service refunds:If you need help with an upgrade-related charge, please contact support for assistance.
• Credits removed: Refunding a one-time credit purchase or other eligible credit order will remove the remaining credits associated with that order from your account once the refund is processed.
• Credits frozen during processing: Your credits will be frozen while the refund is being processed. Once Stripe confirms the refund, credits are permanently removed.

6. Processing Time

• Immediate: Your refund request is submitted as soon as you confirm it.
• 3–10 business days: The final refund posting time depends on Stripe, your bank, or your card issuer.

7. Special Cases

• Multiple subscriptions: Each refund request is tied to a specific order. You can only refund one order at a time through the Payment History page.
• Failed refund: If the refund fails for any reason, your order status will be updated and you will be notified. Please contact support for assistance.
• Cannot cancel a refund: Refund requests cannot be cancelled once submitted. The refund will be processed automatically by Stripe.

8. Contact Support

If you have questions not covered here, or need help with a refund that exceeds the 10% usage limit, or need help with an immediate subscription upgrade charge, our support team can review your case and provide manual assistance at support@talelens.com.