Refund Policy

Customer-side reasons are not refundable

A refund will not be provided because the customer's own circumstances, requirements or decisions changed. This applies even if most or all of the purchased API quota remains unused.

• The project was cancelled, delayed or completed earlier than expected.
• The customer no longer needs PrivoNest.
• The customer purchased more Privacy Credits than were ultimately required.
• The customer's budget changed or funding became unavailable.
• The customer switched to another provider or changed technical direction.
• The customer's use case, team, architecture or business requirements changed.
• The customer changed their mind after purchase.
• The customer used only a small portion of the quota and no longer wants the remaining Privacy Credits.
• The customer selected a plan that was larger than their actual requirement.

Unused Privacy Credits have no cash-refund value

Unused Privacy Credits are part of the purchased digital quota and cannot be converted back into cash merely because they remain unused. Credits expire with the 30-day Pro entitlement. For example, purchasing 50,000 Privacy Credits and using only 1,000 does not create a right to a refund for the remaining 49,000 Privacy Credits.

Limited cases where a refund may be issued

Refunds are limited to cases where the problem is attributable to PrivoNest, the payment transaction itself, or a mandatory legal/payment-provider requirement.

• Duplicate or incorrect charge: the customer was charged more than once for the same purchase or was charged an incorrect amount.
• Paid quota not delivered: payment was successfully confirmed but the purchased quota was not activated and PrivoNest failed to correct the issue within a reasonable time after being notified.
• Material PrivoNest service failure: a defect or service problem on PrivoNest's side materially prevents the customer from using the purchased API service and we are unable to resolve the problem within a reasonable time.
• Mandatory requirement: applicable consumer law, the payment provider or the Merchant of Record requires a refund.

Free plan should be used before buying

Customers are encouraged to test PrivoNest with the available free plan, documentation and capabilities information before purchasing a paid quota. A paid purchase should be made only after the customer has determined that the service fits their intended use case.

Custom integration work

Custom implementation, consulting or integration work is separate from standard PrivoNest API access. Refund and cancellation terms for that work are governed by the relevant contract or marketplace agreement.

Refund processing

When checkout is provided by Paddle as Merchant of Record, any approved refund is processed through Paddle to the original payment method. Processing time depends on the payment network and payment provider.

How to request a refund review

Use the private Contact Us form and provide the purchase email, order/reference number and a short explanation of the issue. Do not send card numbers, bank passwords or other sensitive payment credentials.