Refunds Policy

Last updated: January 7, 2026

This Refunds Policy applies to purchases of Credits on upordown.ai. Credits are digital units used to generate AI-powered chart Analyses. Please read this policy carefully before making a purchase.

Definitions

For the purposes of this Refunds Policy:

  • Company (referred to as "We", "Us" or "Our") refers to the operator of upordown.ai.
  • Credit means a digital unit of service entitling You to one chart Analysis.
  • Analysis means the AI-generated output produced when You submit a chart image to the Service.
  • You means the individual purchasing Credits or using the Service.

General Refund Policy

Credits are digital content that is consumed immediately upon use. Our general policy is as follows:

  • Used Credits are non-refundable. Once a Credit is consumed to generate an Analysis, it cannot be refunded.
  • Partial refunds are generally not available, except where required by applicable consumer protection law. If You have used some Credits from a package, the remaining unused Credits are typically not eligible for refund.
  • Free Credits are never refundable. Complimentary Credits provided to new accounts or through promotions have no monetary value and cannot be refunded.

EU Consumer Withdrawal Right

If You are a consumer in the European Union, You generally have a 14-day right to withdraw from a purchase without giving any reason.

However, for digital content such as Credits:

  • By purchasing Credits, You expressly request immediate performance of the Service and acknowledge that You will lose Your right of withdrawal once Credits are used. This acknowledgment is provided during the checkout process.
  • If You have purchased Credits but have not used any of them, You may request a full refund within 14 days of purchase.

When We May Issue Refunds

We may issue refunds at Our discretion in the following circumstances:

  • Technical failure: If an Analysis failed to complete due to a technical error on Our end and Your Credit was consumed, We will refund the Credit or restore it to Your account.
  • Duplicate charges: If You were charged multiple times for the same purchase in error.
  • Unauthorized transaction: If Your payment method was used fraudulently without Your authorization (subject to verification).
  • Unused Credits within 14 days: If You are an EU consumer and request a refund for completely unused Credits within 14 days of purchase.

When We Do NOT Issue Refunds

Refunds will not be issued in the following cases:

  • Dissatisfaction with Analysis quality: AI-generated Analyses are provided "as is" and We do not guarantee accuracy or suitability for any purpose. See our Terms of Service for details.
  • User error: Uploading the wrong chart, misunderstanding the Analysis, or other user-side mistakes.
  • Service outages: Temporary unavailability of the Service does not entitle You to refunds, except where required by applicable law.
  • Change of mind: Once Credits have been used, refunds are not available simply because You changed Your mind.
  • Free Credits: Complimentary Credits have no monetary value and are never refundable.
  • Account termination for breach: If Your account is terminated due to a violation of our Terms of Service, unused Credits may be forfeited, as described in our Terms of Service.

How to Request a Refund

To request a refund, please contact Us by email at support@upordown.ai with the following information:

  • Your account email address
  • Transaction ID or receipt number (from Paddle)
  • Date of purchase
  • Reason for the refund request

We will review Your request and respond within 7 business days. We may request additional information to verify Your identity or the circumstances of Your request.

Note: Abusive refund requests or chargeback behavior may result in account suspension or termination.

Refund Processing

All refunds are handled by Paddle as the payment provider and merchant of record. Approved refunds will be issued to the original payment method used for the purchase. Please allow 5-10 business days for the refund to appear on Your statement, depending on Your payment provider.

Changes to This Policy

We may update this Refunds Policy from time to time. We will notify You of any changes by posting the new policy on this page and updating the "Last updated" date.

Contact Us

If you have any questions about this Refunds Policy, please contact us:

By email: support@upordown.ai

For information about our terms of use, please see our Terms of Service.