Refund Policy

1. Summary

Sapilon has no subscriptions. You top up a prepaid wallet by card, and your usage draws it down at the rates on the pricing page (see section 5 of the Terms of Service). This policy covers refunds of those top-ups. It forms part of the Terms.

2. Unused paid balance

You can ask for the unused part of any balance you paid for at any time, whether or not you keep your account. We refund it:

• in full, with no fee deducted;
• in the currency you paid in;
• to the card or payment method you used for the top-up.

We process a refund within 14 days of your request. Your bank then usually needs another 5 to 10 business days to show it on your statement. If the original payment method can no longer receive funds, we will agree another way with you. When a refund covers more than one top-up, we refund the most recent top-ups first.

3. What is not refundable

• Credit already used. AI work, Build, Rehearsal and Live Servers, and other platform usage that has already been delivered and charged to your wallet.
• Promotional credit. Credit we gave you for free, such as a welcome or launch bonus, is not paid balance and cannot be exchanged for money. If your wallet holds both, the refundable amount is your current balance minus any promotional credit in it, and never more than the total you paid.
• Charges your own AWS account makes. On Enterprise plans that deploy into your own AWS account, AWS bills you directly; those charges are between you and AWS.

4. Charges we got wrong

If you were charged twice, charged the wrong amount, or charged for usage that failed because of a fault on our side, tell us. Once we have confirmed it, we put the amount back in your wallet, or refund it to your card if you prefer, even if that credit had already been used.

5. Expert services

Fees for services from independent experts in the marketplace are paid from your wallet. If an engagement falls short of marketplace standards, the remedy, which is usually a refund of the fee to your wallet, follows the complaints process in the Marketplace Terms. Once a fee is back in your wallet, it is paid balance like any other and section 2 applies.

6. EU right of withdrawal

Sapilon is a professional tool intended for business use. If you nevertheless use it as a consumer in the EU, you have a statutory right to withdraw from a top-up within 14 days without giving a reason. Because unused paid balance is refundable at any time under section 2, this right gives you at least as much in practice: during those 14 days, and after them, we refund whatever you have not used.

When you use credit, you ask us to start delivering the service straight away. You agree that, for the part of the service already delivered, the right of withdrawal ends and that credit is not refunded.

7. How to request a refund

Email we@sapilon.com from the address on your Sapilon account. Include:

• the name of your organization;
• the amount you want refunded, or "all unused balance";
• if you know it, the payment reference (it starts with TOP-) from the Billing page.

We confirm by email when the refund has been sent.

8. Card disputes

Please contact us before you dispute a charge with your bank. We can usually sort it out faster, and a dispute freezes the amount while the bank investigates. While a dispute is open, we may pause usage that draws on the disputed balance.

9. Contact

Questions about this policy or a refund: