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Refund & Credits Policy

Draft, not in effect. This text is awaiting legal review and is not yet binding. Bracketed tags mark open items.

Effective date: [YYYY-MM-DD] · Version: [YYYY-MM-DD]

This policy is part of the SplitSpoon Terms of Service and uses the same defined terms. [SplitSpoon LLC], a [State] limited liability company, is "we" or "us". If this policy and the Terms of Service document conflict, that document controls, but where this policy adds detail it does not mention, this policy's detail applies (Terms of Service §7 and §17). During the invite-only beta, the Beta Program Terms also apply.

1. What a credit is

Credits are units of Service. At purchase they are priced at US$0.01 each. You buy credits in packs through our payment processor, Stripe; taxes are added where required. Credits pay for the Service's AI work: extraction runs, and smaller AI requests such as re-reading a field or AI Layer Correlation. Credits are not money. They cannot be withdrawn, and they cannot be moved to another account. When we refund or recover credits, each credit is valued as Terms of Service §7.1 says.

2. Expiry

  • Purchased credits expire 12 months after the date of the purchase (calendar months, UTC). This includes any bonus credits that came with the pack. Each purchase is its own lot.
  • Credits are spent oldest lot first.
  • Credits reserved by a run in progress do not expire during that run.
  • Expiry is applied once a day, so expired credits may still show for up to a day after their date.

3. Granted credits

We may add credits to your account without a purchase ("granted credits"), for example during the beta. Granted credits pay for the same AI work as purchased credits.

  • Granted credits do not expire while the beta runs. When the beta ends, Beta Program Terms §7 says what happens to them, and we will tell you at least 30 days before any change takes effect.
  • They are spent in the same way as other credits, oldest first.
  • They have no cash value. They are never refunded, paid out or moved to another account.
  • We may remove granted credits that we added by mistake. [owner: confirm]
  • They are forfeited when your account is deleted (section 7), and they are never refunded when the agreement ends (Terms of Service §9A).

4. Refunds

We do not refund purchases, including unused and expired credits, except as Terms of Service §7.4, §9A and §15 provide, or where the law requires a refund.

  • When the agreement ends other than for your breach, or we stop offering the Service, we refund your unexpired, unspent purchased credits, valued as Terms of Service §7.1 says. If it ends for your breach, Terms of Service §9A says what we refund.
  • If you do not accept a material change to our terms, which we announce by email, and in the app, before the new version takes effect, you may close your account within 30 days after the new version takes effect. We refund the unexpired, unspent purchased credits you bought before the notice, valued as Terms of Service §7.1 says. We make the refund during the deletion grace period, before your records are deleted. We remove the refunded credits when we pay the refund. If you then cancel the deletion, the refund stands, the credits stay removed, and you must accept the current version to use the Service (Terms of Service §15).
  • Price rises. If a price rise takes effect, you may, within 30 days after it takes effect, ask us to refund the purchased credits you bought before we announced it that are still unexpired and unspent when you ask, and we will refund them, valued as Terms of Service §7.1 says (Terms of Service §7.4). [owner: or keep the old per-page prices for credits bought before the notice]

[lawyer: what the law requires in the states we sell to; see questions below] [owner: confirm whether to refund a purchase made in error, such as a duplicate charge, on request]

5. Quotes and what a run costs

  • Quotes and approval. Before a run we show a quote, and you approve it. When you approve a quote in the app, the app sends that figure with the run as your approved maximum. If the run would cost more than your approved maximum, we ask again before charging, and nothing is held until you approve the new figure. A run started without an approved maximum is capped at the quote we work out when it starts, and charged its metered cost up to that cap.
  • A run that fails costs nothing. Its hold is released, and its incomplete output is not delivered.
  • If you resume a failed run, the resumed run is charged its metered cost across both attempts, including the work done before it failed, and never more than the quote you approved for that run.
  • A run you cancel is charged for the pages completed before the cancel. A cancel with no completed pages costs nothing.
  • A run that finishes is charged its metered cost, and never more than the quote it started with.
  • If our own systems interrupt a run, it ends as failed, or, if it has completed pages, it is settled like a cancel for those pages. [verify]
  • A run you pause and do not resume within 7 days is treated as cancelled: you pay for the pages completed. You can resume a paused run only while its files are kept (Terms of Service §10). Credits held by a paused run count as reserved by a run in progress (section 2). [verify: code gap CG-HOLDAGE]
  • Price changes. We give at least 30 days' notice by email before a price change takes effect (Terms of Service §7.4). A run already quoted keeps its quoted price.

6. If a payment is refunded or disputed

  • Refund through Stripe. If we refund a payment, we remove the matching credits from your balance, in proportion to the amount refunded (purchased and bonus credits alike). Credits from that purchase that have already expired are not removed twice.
  • Credits already spent. If those credits are already spent, the money still goes back, but we pause runs on the account, and you cannot schedule a deletion, until the credits are made up from a later purchase or we write them off. We do not show a negative balance; any amount still owed is recorded separately.
  • Chargeback or dispute. If you dispute a payment with your bank, we freeze the account and suspend it while the dispute is open. If the dispute is decided for us, the freeze lifts. If it is decided against us, we remove the credits from that purchase, or their unspent remainder, and the account stays suspended until we review it.
  • You still owe for what you used. If a payment is reversed, refunded at your bank's request or charged back after you have used the credits it bought, you still owe us for the Service you used. We may recover that amount from any other credits in your account, including granted credits, and we may keep the account suspended until it is paid. We may also recover it by invoice or through collection.
  • How recovered credits are valued. Credits we recover are valued as Terms of Service §7.1 says. Today, when we remove credits for a refund or a lost dispute and the purchase's own credits are gone, we take other credits in your account, granted credits included, and each one taken reduces what you owe by the value of one credit of the refunded purchase (Terms of Service §7.1). [owner: code gap CG-CLAWVALUE — so that granted credits we remove do not reduce what you owe in money] [lawyer: wording on suspension during a dispute, and whether recovery is enforceable alongside the card networks' dispute rules]

7. When your account is deleted

  • Deletion happens 30 days after you ask. Signing in during that time, or pressing Cancel, cancels it. While deletion is scheduled you cannot buy credits.
  • You cannot schedule a deletion yourself while a run is in progress or paused with credits still held, while a payment dispute is open, while a refunded amount is still owed (Terms of Service §7.6), or while your account is suspended. In those cases, write to us. We delete the account once the run ends, the amount is settled or written off, or the dispute, breach or other reason for the suspension is resolved. If only a run is in the way, we delete it no later than 90 days after your request. [verify: CG-OPDEL built 10-13 on prep/int, not yet deployed. The sweep still waits while credits are held, so the 90-day bound needs the run to end first]
  • Unused credits, purchased or granted, are forfeited at deletion and are not refunded, except as Terms of Service §7.4, §9A and §15 provide. [owner: forfeit only after an email that names the unused purchased balance, or refund it]
  • At deletion we also delete your balance ledger and purchase records. Copies remain in backups for the periods in Terms of Service §10, and Stripe keeps its own records of your payments. [owner: to keep billing records after deletion instead, the purge must change first]

8. Spending limits

For the first 7 days after an account is created, purchases are limited to US$100 (10,000 credits, not counting bonus credits), and runs may spend at most 10,000 credits. Limits on pages per run and per day also apply. Write to [email protected] to raise a limit.

9. No free trial

We do not offer a free trial. Any promotional credits we offer will come with their own stated terms. [verify: TRIAL_ENABLED unset in production]

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