Refund Policy

Last updated: August 22, 2026

Who Processes Your Payment

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders and handles all customer service enquiries relating to payments. Approved refunds are returned through Paddle to the original payment method.

Automatic Refunds for Failed Generations

The price of a generation is shown before you submit it and is charged when the generation job is created. If a generation fails or times out (at most 60 minutes), the charge is refunded automatically to the same wallet balances it was taken from. You do not need to contact us for this. Retrying a failed generation is a new, separately priced generation, and downloading content you already generated is free.

Wallet Top-Ups

Your wallet holds two separate balances:

• Purchased balance comes from top-ups. While it is unused it can be refunded to your original payment method on request, and it never expires.
• Promotional balance (for example trial credit or goodwill compensation) cannot be withdrawn, refunded, or transferred, and may carry an expiry date that we show when it is granted.

Spending uses promotional balance first. Balance that has already been spent on a completed generation is not refundable, because the underlying AI generation cost has been incurred.

Subscriptions

The Starter subscription ($19/month, or $190/year) renews automatically at the end of each billing period and can be cancelled at any time from your account settings, with effect from the end of the current period. You keep access until that period ends.

14-day refund window. If you have been charged for a subscription period and have not used the subscription features during it (publishing to connected platforms, analytics dashboards), you can request a full refund of that charge within 14 days of the charge. Outside that window, amounts already paid for the current period are not refunded pro rata.

If a renewal payment fails we keep the features available for a 7-day grace period before locking them. Locked features never delete your data or generated content.

How to Request a Refund

1. Email support@aideo.it.com from the email address on your Aideo account.
2. Include the charge date and amount, or the Paddle receipt number from your emailed invoice.
3. Tell us briefly what you would like refunded (a top-up, a subscription charge, or a generation).

We reply to refund requests within 5 business days. Once a refund is approved, Paddle returns the money to your original payment method; your bank or card issuer typically takes a further 5–10 business days to post it.

Payment Disputes and Fraud

If a payment is disputed or we detect suspected payment fraud, we may freeze the wallet while the matter is resolved. A freeze blocks new charges but does not block logging in or downloading content you have already generated.

Account Deletion

Deleting your account forfeits any remaining promotional balance. If purchased balance remains, we ask you to either request a refund first or expressly confirm that you forfeit it. See our Data Deletion Instructions.

Contact

Questions about this policy can be sent to support@aideo.it.com.