Refund& Cancellation Policy

Credits, subscriptions, failed generations, and your EU withdrawal right.

Last updated July 22, 2026

1. Overview

This policy explains how refunds and cancellations work on Scraphe. It supplements the Terms of Service, which incorporates this page by reference for anything about money leaving your account. Payments are processed by Creem, our Merchant of Record — Creem handles the transaction and any chargeback dispute; the policy below governs what we, as the seller of the underlying service, offer.

2. Monthly subscriptions

You can cancel a monthly subscription at any time through the billing portal. Your access continues until the end of the period you already paid for — we don’t refund the unused part of a month, except where the EU mechanism below legally requires it.

3. Consumed credits

Credits you’ve purchased and used to apply an adaptation into your project are non-refundable — the work has been delivered and can’t be “returned.”

4. Failed generations

If a generation fails on our side, you were never charged for it in the first place — no credit is deducted, so there is nothing to refund.

5. EU 14-day right of withdrawal

If you’re an EU consumer, the Consumer Rights Directive gives you a 14-day right to withdraw from a distance purchase of digital content or a service, without giving a reason. For digital content supplied immediately (not on a tangible medium), that right is lost only if you gave prior express consent for performance to start immediately, acknowledged that doing so costs you the withdrawal right, and we confirmed the contract to you — a vague “I agree to the Terms” checkbox is not enough on its own; the checkout flow shows you a separate, explicit statement to that effect before you pay.

Placeholder — which withdrawal basis applies. A monthly subscription (ongoing service) may fall under a different withdrawal-right category than one-time digital content — the two carry different consequences (a pro-rata refund on early withdrawal, versus an all-or-nothing waiver). Which one correctly describes a credits-based SaaS subscription is a legal characterization question for counsel, not a product one, and it is not yet answered (doc 16 §1.3, §10 item 6, marked high priority).

6. The EU withdrawal function

Separately, EU law effective 19 June 2026 requires an online trader selling to EU consumers to provide a clearly visible electronic withdrawal function — a button or link a consumer can use to exercise the 14-day right directly, with a confirmation sent afterward. Not providing it (or not disclosing that it exists before the contract is formed) extends the withdrawal period to 12 months and 14 days and carries its own fines.

Placeholder — who provides this, and whether it’s still needed. Two things are unresolved: whether a validly waived 14-day right (§5 above) still requires us to expose this function regardless, and whether Creem, as the Merchant of Record actually running checkout, already provides it on our behalf. Neither should be assumed — both need a direct answer from Creem, then counsel sign-off (doc 16 §1.3, §8, §10 item 7).

7. Chargebacks & disputes

Payment disputes and chargebacks are handled through Creem’s own dispute process, as our Merchant of Record. Repeated chargeback abuse is separately grounds for account suspension under our Terms of Service.

8. Contact

Questions about a charge or a refund can be sent to privacy@scraphe.com.