Refund Policy

Last Updated: January 30, 2026

At CloudLens AI, operated by CloudLens AI, we want you to be completely satisfied with your purchase. This Refund Policy outlines the terms and conditions for refunds on credit purchases.

1. Eligibility for Refunds

1.1 Refundable Purchases

You are eligible for a full refund if:

• You request a refund within 14 days of purchase
• The credits you purchased have not been used
• Your account is in good standing (no violations of Terms of Service)
• The purchase was made directly through our platform

1.2 Payment Method Specifics

Our refund policy is designed to be compliant with our payment processors:

Payment Method	Refund Window	Processing Time	Notes
Paddle	minimum14 Days	3-5 Business Days	Fully compliant with Paddle's buyer protection and EU consumer laws.
PayPal	14 Days (Policy) 180 Days (Disputes)	Immediate - 5 Days	Refunds return to original funding source. Disputes subject to PayPal Buyer Protection.
Dodo Payments	14 Days	5-10 Business Days	Standard refund processing timeline.

1.3 Non-Refundable Items

The following are NOT eligible for refund:

• Used Credits: Any credits that have been consumed to generate analyses
• Expired Refund Window: Requests made more than 14 days after purchase
• Promotional Credits: Free credits, bonus credits, or promotional offers
• Third-Party Purchases: Credits purchased through unauthorized resellers
• Account Violations: Accounts terminated for Terms of Service violations

2. Refund Calculation

2.1 Partial Refunds

If you've used some credits from your purchase, you'll receive a partial refund for the unused portion:

2.2 Refund Examples

Package Purchased	Purchase Price	Credits Used	Refund Amount
Starter Pack (10 credits)	$1.50	0 credits	$1.50 (100%)
Basic Pack (25 credits)	$3.00	5 credits	$2.40 (80%)
Pro Pack (60 credits)	$6.00	15 credits	$4.50 (75%)
Enterprise Pack (150 credits)	$12.00	50 credits	$8.00 (67%)

3. How to Request a Refund

3.1 Required Information

To expedite your refund request, please include:

• Your account email address
• Purchase date and time
• Transaction ID or receipt number
• Credit package purchased (Starter, Basic, Pro, or Enterprise)
• Reason for refund (optional)

4. Refund Processing

4.1 Processing Time

• Request Review: 1-3 business days
• Refund Processing: 5-7 business days after approval
• Bank Processing: Additional 3-10 business days (depends on your bank)
• Total Time: Up to 20 business days from request to funds in your account

4.2 Refund Method

• Refunds are processed to the original payment method used for purchase
• Credit card refunds appear as a credit on your statement
• PayPal refunds return to your PayPal balance
• We cannot refund to a different payment method or account

4.3 After Refund Processing

Once your refund is processed:

• Refunded credits will be deducted from your account
• You'll receive an email confirmation with refund details
• You can track the refund status in your account dashboard
• If full refund, your account remains active for future purchases

5. Special Circumstances

5.1 Technical Issues

5.2 Duplicate Charges

If you were accidentally charged multiple times for the same purchase:

• Contact us immediately with transaction details
• We'll refund duplicate charges within 24-48 hours
• No 14-day waiting period for duplicate charge refunds

5.3 Unauthorized Charges

If you believe there was an unauthorized charge on your account:

• Contact us immediately and your payment provider
• We'll investigate and freeze the account if necessary
• Refunds for unauthorized charges are processed immediately upon verification
• We'll work with law enforcement if fraud is suspected

5.4 Service Disruption

If our Service experiences extended downtime or disruption:

• We may automatically extend credit expiration (though credits don't normally expire)
• Refunds may be offered for disruptions exceeding 72 consecutive hours
• We'll communicate proactively about major service issues

6. Non-Refundable Situations

7. Alternative Solutions

7.1 Before Requesting a Refund

Consider these alternatives:

• Contact Support: Many issues can be resolved with technical support
• Credit Transfer: You can share credits with team members
• Feature Requests: Let us know what features would make the Service more valuable to you
• Feedback: Your feedback helps us improve

7.2 Goodwill Gestures

In cases where refunds aren't applicable, we may offer:

• Bonus credits for inconvenience
• Priority support for future issues
• Early access to new features
• Credit extensions or additional analysis time

8. Refund Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting with an updated "Last Updated" date. Material changes will be communicated via email.

Your purchase constitutes acceptance of the Refund Policy in effect at the time of purchase.

9. Dispute Resolution

9.1 If Your Refund Request is Denied

If we deny your refund request, you have the right to:

• Request a detailed explanation of the denial
• Appeal the decision with additional information
• Escalate to management for review
• File a chargeback with your payment provider (as a last resort)

9.2 Chargebacks

10. Contact Information

For refund requests or questions about this policy, please contact us:

11. Fair Use Commitment