Refund Policy

01Try before you pay

Every workspace starts with a 14-day free trial.

• No payment details are required to start. You do not enter a card, and nothing is charged.
• The trial does not convert automatically. You are only ever charged if you actively choose a plan and complete checkout.
• To use the assistant during the trial you must connect your own AI provider API key. This is how Promptly works on every plan, not just the trial — see section 6.

The trial exists so that you can test the product with your own content and your own AI provider before spending anything. We would much rather you use it than ask for a refund later.

02Cancellation

You can cancel at any time from Billing settings in your workspace. No email, no phone call, no retention conversation.

• Cancellation takes effect at the end of your current billing period. You keep access to your paid modules until then.
• You are not charged again after that.
• Your workspace shows a "Cancellation scheduled" notice with the exact date your access ends.
• Your data remains available for export until the period ends.
• We do not automatically refund the unused portion of a billing period on cancellation. If you cancel on day 20 of a monthly period, you keep the service for the remaining days rather than receiving a partial refund.

If you cancel within 14 days of a charge, section 3 still applies.

After the period ends, your workspace stays available in read-only form for 30 days so you can export your data, and is then permanently deleted.

03Refunds

Payments and refunds are handled by our reseller and Merchant of Record, Paddle (Paddle.com Market Ltd). Refunds are processed under Paddle's Buyer Terms.

If you are a consumer in the EU, EEA or UK, you have the right to withdraw from your purchase within 14 days of the charge and receive a full refund — unless you have started using or benefiting from the paid modules during that period.

To request a refund, email us at office@promptly-assistant.com with your invoice number, or contact Paddle directly. Approved refunds are returned to your original payment method and may take a few business days to appear.

04Monthly billing

Promptly is billed monthly in euro. We do not currently offer annual plans, so there is no long commitment to unwind and no multi-month balance to prorate: the most you can ever have at stake in a single charge is one month.

If we introduce annual billing later, this policy will be updated before it goes on sale.

05Modules and seats

Promptly is licensed as modules. Chat, FAQ and Catalog are priced per workspace; Documentation and Escalation are priced per seat.

Adding a module or seats mid-period. Paddle charges a prorated amount for the remainder of the current billing period, and the full price from your next renewal onwards. The prorated charge is calculated by Paddle and shown to you before you confirm.

Removing a module or reducing seats mid-period. You can do this at any time from Billing settings, and the change is recorded straight away. What happens then:

• you keep what you already paid for until the end of the current billing period — the module stays usable and the seats stay assigned;
• the reduction takes effect at your next renewal, and from that point you are billed the lower amount;
• we do not issue an immediate credit or partial refund for the reduction.

This is deliberate, and it works in your favour: rather than clawing back a few days of service and handing you a credit for it, we simply let you use what you have already bought and charge you less from next month. Nothing is lost either way.

If you want a module gone immediately — for example because you no longer want its data processed — tell us and we will disable it for you, on the same terms: no credit for the remainder of the period.

Because we bill monthly, the most that any single adjustment can concern is one month.

06Your AI provider costs are separate

Promptly runs on a "bring your own key" model: you connect your own OpenAI, Anthropic, Google Gemini, GLM or Kimi account, and that provider bills you directly at its own rates.

• We do not resell, meter or mark up AI usage, so there is nothing for us to refund there.
• What you spend with your AI provider is governed by your agreement with them, and any refund of it has to come from them.
• If your key stops working — revoked, expired, rate-limited, out of credit — your assistant stops answering. We can help you diagnose it, but it is not a fault in Promptly and it does not by itself entitle you to a refund of your subscription.

Your Promptly subscription pays for the platform: the assistant configuration, the knowledge base, retrieval and reranking on our own infrastructure, the widget, the dashboard and the modules you enabled.

07Failed payments

If a payment fails, Paddle retries it according to its normal collection process, and we email the workspace owner.

Your modules stay active during a short grace period of 3 days so a temporary card problem does not take your assistant off your website. If payment is still outstanding after that, the affected modules are paused until the balance is settled. Your data is not deleted when this happens.

A paused workspace is not a charge, so there is nothing to refund — you simply resume by updating your payment method.

08How payments and refunds are processed

Paddle (Paddle.com Market Ltd) is our reseller and Merchant of Record. Paddle handles billing, invoicing and applicable taxes, which means Paddle is the seller for your purchase and processes any refund.

• Approved refunds are returned to the original payment method, wherever that is possible.
• All prices on our site are shown in euro, excluding VAT. Paddle calculates and adds the tax applicable to your location at checkout, and issues your invoice or receipt. A refund returns the tax along with the price.
• You can also deal with Paddle directly: use the "View receipt" or "Manage subscription" link in your payment confirmation email, or go to paddle.net and choose "Request refund". Paddle can look up your transaction, issue refunds and answer invoicing and tax questions.
• If you contact us instead, we will handle it with Paddle on your behalf.

Please do not raise a chargeback with your bank before talking to us or to Paddle. A chargeback is slower than a refund, it can suspend your workspace automatically while it is being resolved, and in almost every case a direct request gets you your money faster.

09Your statutory rights

Nothing in this policy limits any refund or cancellation rights you have under applicable consumer law.

If you are a consumer in the EU, EEA or the UK, you have a statutory right to withdraw from a distance contract within 14 days. Two things are worth knowing about how that interacts with a digital service:

• Where you get immediate access to a paid service you may lose the statutory right of withdrawal; this is presented and handled by Paddle's Buyer Terms at checkout.
• Because our free trial requires no payment details, in practice you have already had 14 days with the product before any charge exists.

Statutory consumer rights apply to consumers; business customers are governed by this policy and our Terms of Service.

Where local consumer law, Paddle's Refund Policy or this policy differ, the highest level of rights always applies.

10Fraud and abuse

We will not issue refunds where there is evidence of fraud, refund abuse, or deliberate manipulation of trials, prorations or credits — for example repeatedly subscribing and refunding, or creating multiple workspaces to extend free access. In those cases we may also suspend the accounts involved under our Terms of Service.

This is not aimed at customers with a genuine problem. If you are one, section 11 is for you.

11How to request a refund

Email office@promptly-assistant.com with:

• the email address on the account;
• the invoice or receipt number (it is in your payment confirmation email);
• a short description of what went wrong.

We aim to reply within 2 business days. If a refund is due, Paddle processes it to your original payment method; how long it then takes to appear depends on your bank or card issuer.

You can also request a refund directly through Paddle at paddle.net — see section 8.

12Changes to this policy

We may update this policy. Material changes are announced by email or in the service before they take effect, and the "Last updated" date above always shows the current version. A change never reduces rights that applied to a charge you have already been billed for.