Refund Policy

This policy covers two things that are easy to confuse. Credits are returned to your balance automatically when a paid tool run does not deliver a result — that is enforced by the platform and needs no request. Money refunds are payments returned to the method you paid from, and those are limited to the cases in "When we do return money" below.

A credit reversal is not a money refund. Credits returned to your balance stay credits.

You are not billed for work that fails. This is enforced by the platform, not by a support process:

• For standard paid features, credits are deducted before the tool runs and returned automatically if the run throws an error — including AI provider outages, timeouts, unreadable files, and validation failures.
• For features with a weekly free allowance, the run is only counted and charged after it succeeds. A failure consumes neither credits nor free quota.
• For metered features such as PDF extraction, the quoted amount is reserved up front, the actual cost is settled when the job completes, and the unused difference is returned to your balance. If the job fails, the entire reservation is returned.

Every one of these movements appears in your credit ledger, so you can check that a reversal landed. If a tool clearly failed and you do not see it, contact us with the time of the run and we will correct it.

A tool that returns a result has done the work it charged for, so completed runs are not automatically reversed. AI features in particular produce estimates and drafts whose quality varies — that is a known limitation, described in the AI Processing Disclosure, rather than a fault.

That said, if a paid feature returned something obviously broken — empty output, the wrong language, a corrupt file, or a result unrelated to your input — tell us and we will return those credits to your balance. That is a credit correction, not a money refund. We would rather fix the tool than keep the credits.

Leviro Toolbay sells digital access that is delivered immediately. The moment credits are added to your balance, or a plan is activated on your account, the service you paid for is available to use in full. For that reason payments are generally final and non-refundable once credits or service access have been delivered.

Buying credits is not a deposit and it is not a subscription to something not yet received. It is the purchase of service-usage units that are available to run paid Toolbay features the moment they are granted, which is why unused credits are not treated as an unshipped order.

A money refund is issued only in these cases:

• A duplicate or incorrect charge — you were billed twice for the same order, or billed an amount that does not match what you ordered.
• A verified unauthorised transaction — a payment made from your account or payment method without your authorisation, once we have verified it.
• A material technical failure caused by Leviro Toolbay that prevents you from using the service you purchased and that we cannot resolve within a reasonable period.
• Mandatory rights you hold under the consumer law that applies to you. Where that law gives you more than this policy does, that law applies and this policy does not reduce it.
• A decision or requirement of our payment provider under its applicable payment or buyer-protection rules.

Outside these cases we do not issue money refunds — including for a change of mind, for credits you decided not to use, for a plan you stopped using, or because a result did not meet an expectation the tool never claimed to meet.

If a money refund is issued, the corresponding credits, subscription access, and related benefits may be revoked immediately. Credits already used may be deducted from the refundable amount where permitted by law and the payment provider's rules.

• You can cancel a subscription at any time.
• Cancellation stops future renewal. It does not refund the billing period that is already running, and it does not refund any earlier period.
• Your plan benefits continue until the end of the period you have already paid for.
• Unused subscription time is not refundable and cannot be exchanged for cash or credits.
• Cancelling never removes credits from your balance. Every credit you hold stays yours and remains available for future Toolbay tool runs.

• Unused credits. Credits do not expire, so an unspent balance remains available to you rather than being returned as money.
• Partly used credits. There is no pro-rata money refund on a balance that has been drawn down.
• Unused subscription time remaining in a period you have paid for.
• Credits spent on runs that completed successfully, outside the broken-output credit correction described above.
• Credits removed because an account broke the Acceptable Use Policy.
• Credits granted for free — referral rewards, promotional vouchers, redeemed points, and trial allowances.

Credits are not money. They carry no cash value, cannot be transferred between accounts, and cannot be redeemed for cash under any circumstances.

Credits bought as a one-time pack never expire. Unused monthly subscription credits roll over to the next cycle rather than being lost, and cancelling a subscription does not take any credits away. What ends at the close of your paid period are the higher limits: job size, concurrent jobs, how far back your run history goes, and how many dynamic QR codes can stay active.

Upgrading a plan applies immediately and grants the extra credits straight away. Downgrading applies at the end of the current period, so you keep what you already paid for.

Automated checkout is not live yet. Payments are arranged with us off-platform and an administrator credits your balance once the transfer is confirmed, so an approved refund is returned the same way — by arrangement with us, to the method you paid from.

We do not receive or store card numbers or bank credentials at any point.

Email [email protected] or use the contact page. Include the account email, roughly when the payment was made, the amount, and which of the cases above you believe applies. For a failed tool run, tell us which tool and roughly when — that one is usually already corrected in your ledger.

We aim to respond within 5 working days. Where a refund is approved, we aim to complete it within 14 days of approval, returned to the method the payment came from.

If you believe a charge is wrong, contact us before opening a dispute with your bank. We can usually resolve it faster, and a dispute raised without contacting us may lead to the account being suspended while the matter is investigated.