Refund and Cancellation Policy

1. Paddle is the merchant of record

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle handles checkout, payment collection, sales tax and VAT, receipts, invoices, stored payment methods, subscription billing, refunds, and payment disputes on behalf of X-Motion. Depending on where you buy, the Paddle entity you contract with is Paddle.com Market Limited (London, United Kingdom), Paddle.com Inc. (New York, United States), or Paddle.com (Canada) Ltd (Toronto, Canada).

• Every purchase is also subject to the Paddle Buyer Terms and the Paddle Refund Policy presented at checkout. If this policy and a Paddle document differ, Paddle's document controls the relationship between you and Paddle, and mandatory consumer law always prevails.
• Charges appear on your card or bank statement under Paddle's name, usually as "PADDLE.NET" followed by a short product reference, rather than under X-Motion alone.
• Paddle emails receipts, invoices, renewal reminders, payment-failure notices, and refund confirmations to the billing email used at checkout. You can download invoices and update your payment method through the Paddle customer portal, which is opened from the workspace billing page and verifies your billing email before showing any details.

2. What you buy and when it is delivered

• X-Motion sells digital software access only. A paid plan unlocks the plan's AI credits, storage, seats, publishing limits, exports, integrations, and other features for one workspace (organization). Nothing physical is shipped.
• Plans are billed per workspace, not per seat. Seats, credits, and storage are included allowances of the plan you choose, so the checkout quantity is always one.
• Access is delivered as soon as our servers verify the completed payment with Paddle, normally within a few minutes of checkout. A confirmation shown only in your browser does not by itself unlock paid features; verified Paddle records do.
• Prices are quoted in U.S. dollars and exclude tax unless the checkout says otherwise. Paddle calculates and adds any applicable VAT, GST, or sales tax at checkout based on your billing location, and may display the total in a local currency. Tax-exempt businesses can request an exemption through paddle.net.

3. Subscriptions and automatic renewal

• Starter and Scale are recurring subscriptions. Each subscription renews automatically at the end of its billing period (monthly, or annually where an annual price is offered) and charges the payment method saved with Paddle, until it is canceled.
• Monthly AI credits reset on the first day of each calendar month (UTC), which can differ from your Paddle billing date. This applies to annual plans as well. Unused monthly credits do not carry over to the next month.
• The workspace admin who completes checkout becomes the subscription payer. Only the payer can change plans, resume a scheduled cancellation, or buy additional credits, because those actions reuse the payer's saved payment details. Any workspace admin can cancel.
• Plan changes (upgrades and downgrades) apply immediately. Before you confirm, the billing page shows the prorated charge or credit calculated by Paddle for the remainder of the current period. If the payment for a plan change fails, the change is not applied. A downgrade is refused while the workspace has more members than the target plan allows.
• If a renewal payment fails, Paddle retries and emails a payment link. Paid features stop shortly after the paid period ends and resume only after a successful, verified payment. Your projects, demos, and data are kept; publishing and paid features are limited to the Free plan in the meantime.

4. How to cancel

• Cancel any time from Plan & billing in the workspace. An active subscription is canceled at the end of the current paid period: you keep full access until that date, no further renewal is charged, and the billing page shows the exact end date.
• Until the period ends you can choose Keep subscription to remove the scheduled cancellation and continue renewing.
• A subscription that is past due, paused, or in a trial is canceled immediately. Immediate cancellation also stops any outstanding payment attempts for that subscription.
• You can also cancel through the Paddle customer portal or by asking Paddle at paddle.net. Cancellation stops future charges; it does not refund the current period or consumed credits. Unused purchased credits stay in the balance and remain eligible for a refund request under section 6.
• Purchased AI credits remain in the workspace balance after cancellation, but they can be used only while the workspace has an active paid plan. Once paid access has ended you can either subscribe again to keep using them or request a refund of the unused balance under section 6.

5. Payer changes, workspace deletion, and account deletion

• If the subscription payer leaves the workspace, is removed as an admin, or deletes their account, the subscription is canceled at once and outstanding payments are stopped. The payer's saved payment method is never reused by anyone else.
• Remaining members keep the already-paid, verified plan until the original period end. That retained period does not renew and is not refunded. A new admin who wants to continue must start a new subscription with their own payment details, which begins a new paid period immediately.
• Deleting a workspace cancels its subscription immediately and cancels any unpaid credit checkout. Remaining paid time is not refunded automatically, and unused purchased credits can no longer be used, but an eligible refund request for that unused balance under section 6 survives deletion. Deleting your account requires any in-flight payment to settle first so no charge is left ambiguous.
• Minimal billing records (provider identifiers, plan, period, and payment status) are kept after deletion so late refunds, disputes, and tax obligations can still be handled. See the Privacy Policy.

6. Additional AI credit packs

• Credit packs are one-time purchases, not subscriptions. Buying a pack does not add a recurring charge, and X-Motion never buys credits for you automatically.
• Packs can be bought only by the subscription payer of a workspace with an active paid plan. Verified purchases are added to the workspace balance on top of any remaining monthly and purchased credits; you do not have to wait for your balance to run out.
• Monthly plan credits are used first, then purchased credits. Purchased credits do not expire and carry over month to month, but they belong to the workspace, require an active paid plan to use, and are unavailable for use after workspace deletion. Deletion does not erase an eligible refund request or mandatory rights.
• Once the workspace has no active paid plan, you may request a refund of its unused purchased credit balance. We verify the unused amount against the original payment and usage records, excluding credits already consumed, refunded, or reversed. Approval and payment are handled through Paddle and returned to the original payment method. Monthly plan credits, promotional credits, and unused subscription time are not purchased credit-pack balances. This policy does not limit statutory rights or Paddle's Refund Policy.
• When a cancellation is scheduled or fewer than seven days remain in the paid period, checkout asks you to acknowledge that credits need an active paid plan and to confirm the period end date before you buy. That acknowledgement does not waive refund or statutory rights.
• Only one credit checkout can be open at a time. An unpaid checkout is canceled when you close the payment window and expires after about 30 minutes; you can then start a new one. If a payment is still being confirmed, the billing page shows its status and asks you not to pay again.
• Consumed credits are not refundable, except as required by applicable law. If Paddle refunds a pack in full, all of its credits are removed from the balance; a partial refund removes the proportional share. If refunded credits were already spent, the workspace shows a negative balance that blocks further AI usage until it is cleared by a new verified purchase.
• While a refund or payment dispute is pending on a pack, the credits from that pack are frozen. Monthly credits stay usable unless the whole workspace is placed under payment review.

7. Refunds and your statutory rights

Because plans and credit packs are digital services that start immediately after payment, purchases are generally non-refundable and non-exchangeable once access has been provisioned, except where this policy, Paddle's Refund Policy, or applicable law says otherwise. Stopping use, deleting content, uninstalling the extension, or forgetting to cancel does not by itself create a refund right.

• Statutory withdrawal rights: if you buy as a consumer in the European Union, EEA, United Kingdom, Switzerland, Turkey, or another jurisdiction with a statutory cooling-off period, you may withdraw within that period (commonly 14 days) in accordance with Paddle's Refund Policy. By completing checkout you ask us to start the service immediately; where the law allows, the right to withdraw ends once you begin using the paid plan or consuming credits during that period. Shorter statutory windows apply in some countries, such as 7 days in Brazil, Canada, China, and South Korea and 5 days in Singapore.
• Discretionary refunds: Paddle may issue a refund at its discretion within 14 days of a purchase. X-Motion will also ask Paddle to refund, or will issue a service credit, for duplicate charges, confirmed billing errors, verified unauthorized transactions, an accidental renewal reported promptly with no meaningful use in the new period, or a material failure to deliver purchased access after you give us a reasonable chance to fix it.
• Not refundable: consumed AI credits, rendered or exported media, completed generations, the used part of a billing period, prepaid annual fees after the withdrawal period, custom or enterprise services, taxes, bank fees, and currency-conversion differences, unless mandatory law requires otherwise. Refunds are refused where there is evidence of fraud, refund abuse, or manipulation.
• Effect on access: a full refund of the current billing period, including several partial refunds that add up to the full amount, or an open chargeback, places paid access on hold until the matter is resolved. A partial refund that does not cover the whole period, or a refund of an earlier period, does not remove current access.
• Tax-registered businesses: under the Paddle Buyer Terms, a business registered for sales tax may request a refund of wrongly charged tax within 60 days with valid documentation.

8. How to request a refund

• Use the link in your Paddle receipt or invoice email, or go to paddle.net and choose Request refund. Paddle can also be reached at [email protected].
• You can also email [email protected] with the billing email, workspace name, purchase date, amount, and the receipt or invoice number. We review each request and, where appropriate, approve it in Paddle. Submitting a request does not guarantee approval.
• Approved refunds are returned to the original payment method. Paddle processes them within 14 days; banks and card networks then control when the money appears, which commonly takes several business days.

9. Chargebacks and payment disputes

Please contact us or Paddle before opening a chargeback so a genuine billing problem can be fixed quickly. While a dispute is open, paid access for the affected workspace and its purchased credits may be suspended, new purchases are blocked, and access is restored only after the dispute is resolved in your favor or the balance is settled. Disputes that turn out to be unfounded may lead to suspension of the account or workspace under the Terms of Service.

10. Enterprise agreements

Enterprise plans are sold under a separate order form or written agreement. Where that agreement sets its own payment, invoicing, renewal, cancellation, or refund terms, those terms apply instead of sections 3 to 8 of this policy.

11. Contact

Billing questions: [email protected]. Paddle buyer support: paddle.net or [email protected]. We may update this policy; the "Last updated" date above shows the current version, and material changes are announced through the service or by email.