Refund Policy

When we change this policy we publish a new numbered version and update the effective date. A change that alters when you can get your money back increments the whole number (2.0, 3.0); a clarification that does not increments the decimal (1.1, 1.2). The version that applies to a purchase is the one in force on the day you bought it.

Version 3.0 states that a paid package we cannot deliver is refunded, and describes the single full package that replaces the two earlier unlocks.

Version 2.0 removes the seller-side exclusions that version 1.0 contained. We sell through Paddle as merchant of record, Paddle’s own Refund Policy governs every purchase, and it is not ours to narrow.

This policy forms part of our Terms of Service and expands on section 5.5 of them.

1. The short version

• Purchases are sold by Paddle, and Paddle’s Refund Policy governs your refund. That policy applies in full, and nothing here cuts it down.
• We do not add conditions of our own. There is no list of situations in which we refuse a refund that Paddle’s policy would otherwise allow.
• Ask either of us. Write to support@pmoc.ai, or contact Paddle using the details on your receipt.
• We will support your request. Where the record shows the service failed or was not delivered, we say so to Paddle rather than making you argue it.
• If a paid package fails on our side, we retry it. If we cannot deliver it, we refund it. Refunds are issued through Paddle to your original payment method.

The rest of this document is the detail behind those sentences.

2. Who you are buying from, and who decides

Purchases on the Service are sold by Paddle.com Market Ltd., which acts as our authorised reseller and merchant of record. That has four practical consequences:

1. Paddle is the seller of the transaction. Paddle’s name is on your card statement, Paddle issues your receipt and invoice, and Paddle charges and remits any sales tax or VAT.
2. Paddle’s Refund Policy is the operative policy, together with Paddle’s Buyer Terms. Where anything in this document appears to conflict with them, they win.
3. Refunds are issued by Paddle, back to the payment method you used. We do not hold your card details and cannot move money to you directly.
4. Refund decisions rest with Paddle. We are not a gatekeeper standing between you and that decision, and we do not hold a veto over it.

3. What you are buying, and when it is delivered

The Service sells a one-off purchase, not a subscription. There is nothing recurring to cancel and no renewal to stop.

When you complete a purchase, AI processing begins immediately and automatically. We state this so you know what you are buying and how fast it arrives, not as a reason to refuse you a refund. How delivery affects your statutory rights is a matter for Paddle’s policy and your local law, set out in section 5.

Before you spend anything you also get a free allowance of scorecards (Terms §5.1), so you can judge the quality of the output on your own deck at no cost and no risk. That is there to help you decide, not to limit what you can claim afterwards.

4. When we will actively support a refund

Paddle’s policy sets what you are entitled to. Separately from it, these are cases where we will tell Paddle the refund is warranted without you having to make the argument:

• Duplicate or repeated charge. You were charged more than once for the same purchase.
• Paid but not delivered. The payment succeeded and the package was never granted, or it could not be delivered.
• Delivered but unusable through our fault. The report or rebuilt deck is corrupt, empty, truncated, or is not an analysis of the file you uploaded.
• Charged without authorisation. You did not make or authorise the payment.
• Charged after deletion. You were billed for work on content we had already deleted and could not process.
• A price we got wrong. You were charged an amount other than the price shown to you at the moment you bought.

This list widens what we will do for you. It is not a definition of the only circumstances in which a refund is available: a request that is not on this list still goes to Paddle and is decided under Paddle’s policy.

5. Your statutory rights

Nothing in this policy removes or limits any right you have that the law says cannot be removed or limited.

Paddle sets out the statutory withdrawal and cancellation windows that apply where you live, and they differ by country — for example a 14-day right in the EU, EEA, Switzerland, the UK and Israel, and shorter periods elsewhere. Paddle’s Refund Policy is the authority on which window applies to you, and Paddle’s Buyer Terms cover how those rights interact with digital content you have begun to use.

Your rights in respect of a service that is faulty, not as described, or not supplied with reasonable care and skill are separate from any withdrawal right and are not affected by anything above.

If you are buying as a business rather than as a consumer, consumer cancellation regimes may not apply to you; Paddle’s policy still governs, and section 4 still describes what we will support.

6. How to ask for a refund

Write to support@pmoc.ai with:

• the email address on your account;
• the date and amount of the charge, or Paddle’s transaction reference from your receipt;
• which purchase it was (the full package); and
• what went wrong, in as much or as little detail as you like.

You can also go straight to Paddle using the details on your receipt. Neither route is a prerequisite for the other.

What happens next. We acknowledge within two working days. Where the decision is ours to support, we give it within five working days; where it sits with Paddle, we pass it on promptly and tell you we have. If we need anything else from you, we ask in the acknowledgement rather than at the end.

7. How refunds are paid

• Refunds go back to the original payment method. We cannot send a refund somewhere else, and we do not offer account credit in place of a refund you are entitled to.
• Paddle processes the refund once approved. The money usually reaches you within 5 to 10 working days, depending on your bank or card issuer. That last leg is outside our control and Paddle’s.
• Refunds are made in the currency you were charged in. If your bank converted the currency, the amount returned may differ slightly because the exchange rate has moved. That difference is your bank’s, not a partial refund.
• Any sales tax or VAT collected is refunded with the purchase.

8. Chargebacks

If you believe you have been charged wrongly, you are welcome to come to us first — an email to support@pmoc.ai is usually faster than a bank dispute, which takes weeks. That is a suggestion for your convenience and not a condition: you keep every right you have to raise a chargeback with your bank or card issuer at any time.

9. What happens to access after a refund

Where a purchase is refunded, the package it paid for may be removed, and the report or rebuilt deck it produced may stop being available for download in the portal. Files you have already downloaded remain yours.

A refund does not by itself close your account or delete your data. If you want that too, say so and see Terms §7.3.

10. Contact

We answer support email in English and in Hebrew.