Refund Policy

1. Who Processes Your Payment

Our order process is handled by our payment provider, Paddle, which acts as the Merchant of Record for your purchase. Paddle's buyer terms also apply to your transaction. StudySpot does not run a separate payments support desk: refund requests are submitted to Paddle, and Paddle issues approved refunds on our behalf.

2. First-Purchase Money-Back Guarantee

If you are not satisfied with your first Plus or Pro subscription payment, you can request a full refund within 30 calendar days of the original transaction date, subject to the rules below.

• One guarantee per customer. The guarantee applies once per customer (identified by account, email, payment method and device where permitted by law). It does not renew if you cancel and resubscribe, switch between Plus and Pro, or create another account.
• Applies to: your first Plus or Pro subscription payment.
• Fair use. The guarantee is intended for people who genuinely tried the service and were not satisfied. We may decline or partially refund requests where the account shows heavy use, such as extensive downloading of content, large numbers of completed sessions or exports, or use of the service to complete the purpose it was bought for. See Section 6.

3. Exam Pass

The Exam Pass is a one-time purchase that provides 7 days of access. You can request a refund within 14 calendar days of purchase by contacting Paddle (see Section 7), provided you have not meaningfully used it.

• Used passes are not refundable. Because the Exam Pass delivers its full value within 7 days, a pass that has been meaningfully used — for example multiple completed study sessions, practice exams, AI actions or exports — is not eligible for a refund. We check account activity when reviewing these requests (see Section 6).
• The 30-day money-back guarantee in Section 2 does not apply to the Exam Pass; the 14-day window above applies instead.
• The Exam Pass does not renew automatically.
• Exceptions: we will still review a refund for a used pass if you were charged twice or the wrong amount, or if a verified technical fault on our side prevented proper use (see Section 5), and where mandatory consumer law requires it (see Section 10).

4. Subscriptions (Plus and Pro)

• Cancel anytime from the Plan & Billing page. Cancellation stops future renewals only.
• Access after cancelling. Your paid features continue until the end of the current billing period, unless the subscription is refunded or terminated.
• Renewal refunds. If a renewal charge surprised you, request a refund through Paddle within 7 calendar days of the renewal date. We will refund the renewal payment if you have not meaningfully used the paid features since that renewal. Renewal refunds are limited to the most recent charge.
• Renewal reminders. Where required by law or by our payment provider, we will notify you before your subscription renews.
• Upgrades and downgrades. Changing plans does not restart the 30-day guarantee. Where you upgrade mid-period, any refund is calculated on the amount actually paid for the period concerned.
• No partial-period refunds. Except where this policy or the law says otherwise, we do not refund unused time remaining in a billing period after you cancel.

5. Cases We Will Always Look At

We will review, and where appropriate refund, outside the normal windows in these situations:

• You were charged twice or charged an incorrect amount.
• You were charged after cancelling successfully and have proof of the cancellation.
• A verified technical problem on our side prevented you from using the service and we could not fix it within a reasonable time.
• You are entitled to a refund under mandatory consumer law.

6. Preventing Abuse

To keep refunds available to genuine customers, we may:

• Decline or limit a refund where we reasonably find repeated refund requests, multiple accounts used to claim the guarantee more than once, or use of paid content followed by a refund request.
• Refund only a proportion of the payment where use has been significant but a partial refund is fair.
• Suspend or close accounts connected with refund abuse or fraud, and refuse future purchases.
• Request reasonable information to verify your identity and purchase.

If you open a chargeback or payment dispute without first requesting a refund through Paddle, we may suspend your access while it is investigated and share relevant account information with Paddle and your bank to respond to it. We encourage you to request a refund through Paddle first, as this is usually faster.

We apply these measures fairly and in line with applicable law and our payment provider's terms.

7. How to Request a Refund

• 1. Go to Paddle.net and submit your refund request through Paddle's buyer support, or use the link in your Paddle receipt email.
• 2. Include the email used for purchase, your order or transaction number, and a brief reason (optional, but it helps us improve).
• 3. Paddle will review your request and reply by email. Paddle sets its own response times.

8. How Refunds Are Processed

Approved refunds are returned to the original payment method through Paddle. Most refunds appear within 5–10 business days, though your bank or card issuer may take longer. We cannot control your bank's processing time. Refunds are issued in the currency of the original purchase.

9. After a Refund

When a refund is issued, paid access ends immediately and you return to the free plan, where available. Saved progress and data may be limited or removed according to our Privacy Policy and Terms of Service. Export anything you want to keep before requesting a refund if you need it.

10. Your Statutory Consumer Rights

Nothing in this policy excludes or limits any refund, cancellation, withdrawal (cooling-off) or other rights that cannot legally be waived under consumer-protection law where you live. Where the law gives you greater protection, those rights take precedence. For customers in jurisdictions with a statutory right of withdrawal, please note that by starting to use digital content or services immediately, you may lose that right where the law allows and you have agreed to it at checkout.

11. Changes to This Policy

We may update this policy from time to time. Changes apply to purchases made after the "Last updated" date. The policy in force at the time of your purchase governs that purchase.