Legal
Refund Policy
Effective 12 November 2026
The short version
- Purchases are not open yet. This policy applies to payments once they open.
- Full refund within 14 days if you have not used any of that purchase’s Credits.
- Used Credits are not refundable, except where the law requires it. Paddle, as the seller, may still approve a refund at its discretion.
- If an analysis fails, its Credits come back automatically.
- You can cancel a subscription at any time.
Refunds within 14 days
If you ask within 14 days of a payment and none of the Credits from that payment have been used, you get a full refund of that payment. If some of them have been used, that payment is not refundable, except where the law requires it. Credits held for a running analysis count as used until it finishes, so wait for it to finish and try again. Paddle, as the seller, may also approve a refund in other cases at its own discretion.
Which Credits are used first
Credits are used in this order: free trial Credits, then subscription Credits, then purchased Credits, oldest first within each group. This decides which purchase’s Credits have been used.
| Example | Refund? |
|---|---|
| You bought a pack 5 days ago and have only used your free trial Credits | Yes |
| You bought a pack 5 days ago and an analysis has used some of its Credits | No |
| You bought a pack 20 days ago and have not used it | No |
| An analysis failed | No refund needed: its Credits return automatically |
Subscriptions
Cancelling. You can cancel at any time from Billing in your account.
After you cancel. Your plan stays active until the end of the period you have paid for. You are not charged again, and no new monthly Credits are added. Credits you already have stay in your account. We do not give partial refunds for unused time.
After a refund. The 14-day rule also applies to a subscription payment. A refund does not cancel the subscription, so cancel first and then ask for the refund. We will tell you how the refund affects the Credits from that payment. Because the subscription is already cancelled, your plan stays active until the end of the period you had paid for and then ends with no further charges.
How to ask
Email support@decifox.com from your account’s address within 14 days of the payment. Please include your Paddle order number, which is on your receipt.
What happens next
Paddle, our Merchant of Record, handles payments and refunds. When a refund is made, the money goes back through Paddle to your original payment method. Timing depends on your bank or card provider. We will tell you how the refund affects the Credits from that payment.
Your legal rights
This policy does not reduce any rights you have by law. Consumers in some countries have extra rights to withdraw from a purchase, and these are described in the Paddle Buyer Terms and Paddle Refund Policy. You can also ask Paddle directly at paddle.net.