TaleLens Refund Policy

1. Overview

TaleLens offers a self-service refund option for eligible orders. Refunds are based on your credit usage and are processed automatically through Stripe. Please read this policy carefully before making a purchase.

2. How to Request a Refund

You can request a refund directly from your account settings:

1. Go to User Settings → Payment History
2. Find your completed order
3. Click the Refund button
4. Provide a reason for your refund request
5. Submit the request

Your refund will be processed automatically if you meet the eligibility requirements.

3. Eligibility

Eligibility is based on how many credits you have used from your order:

• ≤ 10% credits used: You are eligible for a proportional refund based on remaining credits.
• > 10% credits used: Self-service refund is not available. Please contact our support team if you have special circumstances.
• Expired credits: Orders with expired credit batches are not eligible for a refund. The Refund button will not appear for such orders.

The same policy applies to both subscription plans and one-time purchases, as long as the order is in completed status with associated credits.

4. Refund Amount Calculation

The refund amount is proportional to your unused credits:

Example:

• You paid $20 for 100 credits
• You used 10 credits (10% usage — eligible)
• Refund = $20 × (90 ÷ 100) = $18

5. What Happens After a Refund

• Subscription cancellation (original subscription order only): If you refund the order that activated your subscription, your subscription will be automatically cancelled and you will not be charged again.
• Upgrade package refunds do not cancel your subscription: If you refund an add-on or upgrade package that took effect immediately, only that order is refunded. Your underlying subscription remains active.
• Credits removed: All remaining credits from the refunded order will be removed from your account once the refund is processed.
• Credits frozen during processing: Your credits will be frozen while the refund is being processed. Once Stripe confirms the refund, credits are permanently removed.

6. Processing Time

• Immediate: Your request is submitted to Stripe instantly.
• 3–10 business days: The refund appears in your payment method, depending on your bank or card issuer.

7. Special Cases

• Multiple subscriptions: Each refund request is tied to a specific order. You can only refund one order at a time through the Payment History page.
• Failed refund: If the refund fails for any reason, your order status will be updated and you will be notified. Please contact support for assistance.
• Cannot cancel a refund: Refund requests cannot be cancelled once submitted. The refund will be processed automatically by Stripe.

8. Contact Support

If you have questions not covered here, or need help with a refund that exceeds the 10% usage limit, our support team can review your case and provide manual assistance: