Refund Policy
Last updated: 2026-04-06
This Refund Policy explains how refunds are handled for credit purchases on unJaena AI. All payments are processed by Paddle.com Market Ltd (United Kingdom) as our Merchant of Record. This policy complies with the EU Consumer Rights Directive (2011/83/EU), Korean Consumer Protection Act, and applicable consumer protection laws. Effective date: April 6, 2026.
1. Refund Eligibility
You may request a refund for credit packs under the following conditions: 1. Unused Credits: You may request a full refund of any credit pack within fourteen (14) calendar days of the original purchase date, provided that none of the credits in the pack have been consumed. 2. Partially Used Credits: If you have consumed some credits within the 14-day period, you may request a pro-rata refund for the remaining unused credits. 3. After 14 Days: Credit packs are non-refundable after the 14-day period. Unused credits remain valid as long as your account is active but cannot be refunded. 4. Service Errors: If the Service fails to deliver analysis results due to a system error on our side (not due to invalid input data), we will restore the credits consumed by the failed analysis. If restoration is not possible, a refund for the affected credits will be issued.
2. Refund Process
To request a refund: 1. Email contact@unjaena.com with the subject line "Refund Request" and include your account email, purchase date, and package ID. 2. Alternatively, contact Paddle directly through the receipt or purchase confirmation email you received. 3. We will review your request within 5 business days and notify you of the outcome. 4. Approved refunds are processed by Paddle and typically appear on your statement within 5-10 business days, depending on your payment provider. All refund decisions are communicated via the email address associated with your account.
3. Refund Method and Amount
1. Refunds are issued to the original payment method used for the purchase (credit card, PayPal, or other payment method processed by Paddle). 2. Refund amounts are calculated in the original transaction currency (USD). 3. Tax Handling: Since Paddle acts as Merchant of Record and handles all tax collection, any applicable taxes paid will be refunded proportionally along with the credit amount. 4. Currency Conversion: If your original payment involved currency conversion, the refund amount may vary slightly due to exchange rate fluctuations. This is determined by your payment provider, not by unJaena AI or Paddle. 5. Processing Fees: We do not deduct any processing fees from refunds. You receive the full eligible refund amount.
4. Non-Refundable Items
The following are non-refundable: 1. Credits that have been consumed (used for parsing, AI analysis, or report generation), except in the case of Service errors as described above. 2. Credit packs purchased more than 14 days ago where credits remain unused (credits remain valid as long as your account is active but are not eligible for cash refund). 3. Accounts terminated by the Company due to Terms of Service violations, including Acceptable Use Policy breaches.
5. EU Consumer Rights
If you are a consumer in the European Union or European Economic Area, you have the right to withdraw from a purchase within 14 days without giving any reason, in accordance with the Consumer Rights Directive (2011/83/EU). 1. Right of Withdrawal: You may exercise your right of withdrawal by contacting us at contact@unjaena.com or through Paddle before the 14-day period expires. 2. Digital Content Exception: Under Article 16(m) of the Consumer Rights Directive, once you begin consuming credits (i.e., once digital content delivery has commenced with your prior express consent), you acknowledge the loss of the right of withdrawal for those consumed credits. 3. Commencement of Digital Content: Credits are considered "delivered" at the point of purchase and available for immediate use. However, your right of withdrawal for unused credits remains intact for 14 days. 4. Refund Timeline: If you exercise your right of withdrawal, we will reimburse you without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw. These rights apply in addition to any other protections under the national consumer protection laws of your EU/EEA member state.
6. Refunds Upon Account Termination
1. Termination by You: If you voluntarily delete your account, unused credits are forfeited unless you request a refund of eligible credits (within 14 days of their respective purchase dates) before account deletion. 2. Termination by Company Without Cause: If we terminate your account without cause (e.g., Service discontinuation), unused credits will be refunded on a pro-rata basis regardless of the purchase date. 3. Termination for Violations: If your account is terminated due to Terms of Service violations, all unused credits are forfeited with no refund. 4. We recommend exporting your data and reviewing your credit balance before initiating account termination.
7. Refund Support
For refund inquiries: Email: contact@unjaena.com (subject: Refund Request) Paddle Support: Available through your purchase receipt email Please include: your account email, approximate purchase date, credit pack purchased, and reason for refund request. Response time: Within 5 business days. For billing disputes or chargebacks, please contact Paddle directly as the Merchant of Record. We encourage resolving any issues through our support channel first. This Refund Policy was last updated on April 6, 2026.