Refund Policy

Last updated: August 29, 2026

This policy explains when we approve a refund for The Roleplay Bot, how to ask for one, and what happens afterwards. It sits alongside our Terms of Service; where the two overlap, this policy governs refunds specifically.

Payments are processed by Paddle.com Market Ltd ("Paddle"), our Merchant of Record and authorized reseller. Paddle is the party that actually issues a refund once we approve one — this policy describes when we approve a refund, and Paddle's own Refund Policy applies alongside it, including any statutory withdrawal right your country's law gives you regardless of what is written here.

Nothing here limits rights you have under the consumer law of your own country. If your local law gives you a stronger right to cancel or to a refund, that right applies.

1. Digital services

The Roleplay Bot is a digital service delivered immediately and continuously for the period you pay for. There is nothing physical to return, and access begins as soon as a payment succeeds.

You can request a refund within 14 days of your purchase. We approve it unless the service has been heavily used, there are signs it has been abused, or the request appears fraudulent — in those cases we may decline it, reduce it, or ask a few questions first. Outside of that, we would rather sort out a genuine problem than argue about it.

2. Subscriptions

• Cancelling. You can cancel a subscription at any time, either from Account & Billing in the dashboard or directly through Paddle's own buyer portal. Access continues until the end of your current paid billing period unless we say otherwise — we do not pro-rate a partial month or year on cancellation.
• Upgrades and downgrades. An upgrade takes effect immediately. A downgrade takes effect at the end of the current period, so you keep what you paid for until it runs out. Neither is treated as a refundable event on its own.
• A surprise renewal, or something genuinely broken. Both are covered by the 14-day window above — if a renewal caught you off guard, or a feature you are paying for is not working and we cannot fix it in a reasonable time, tell us within 14 days and we will sort it out.

3. Duplicate charges

If you have been charged twice for the same period — for example because a payment was retried, or a second subscription was created by mistake — we refund the duplicate in full, without conditions. Send us the order reference and we will find it. You do not need to justify a duplicate charge; it is our mistake to fix.

4. Unauthorized payments

If you believe a payment was made without your permission, contact us immediately. We will investigate, and where a charge was genuinely unauthorized we refund it in full and secure the account it was made against.

Please contact us before opening a dispute with your bank or card issuer. A dispute is usually slower than simply asking us, and it can suspend the account and the servers connected to it while it is open — which is rarely what anybody wants.

5. Gift cards

• Gift cards are not redeemable for cash and cannot be refunded to a card once issued.
• Where a purchase paid for partly with a gift card is refunded, money is returned first and gift card value is returned to the balance of the card it came from. That order is deliberate: it means a refund can never turn store credit into cash, and it means you never get back less money than you actually paid.
• Unused gift card balance stays on the card and can be spent on a later purchase.

6. Discounts and promotions

Where a discount code or an account benefit reduced what you paid, any refund is calculated on the amount you were actually charged, never on the list price.

Cancelling an order that was never paid returns the use of a limited promotion code to you. A refund of a payment that did go through does not: the promotion was used, and a code with a limited number of uses is counted as spent.

7. Enterprise and custom plans

Organizations on a custom or negotiated plan are covered by the terms of their own agreement, which take precedence over this policy where the two differ. If you are on such a plan and are not sure which applies, ask your usual contact.

8. How to request a refund

Get in touch through the channels on our Support page, and include:

• the order reference (it looks like ORD-000123 and appears on your receipt);
• the Discord server or account the payment was for;
• a short description of what happened.

We aim to respond within a few business days. If we approve a refund, we ask Paddle to carry it out — as Merchant of Record, Paddle holds the payment funds and is the only party that can actually move money back to you. It is returned through the original payment method — we cannot send it anywhere else and cannot send it ourselves — and it usually reaches you within five to ten business days, depending on your bank.

9. What we record

Every refund is recorded against the original order, with the amount and the reason, so that both sides have the same history. The original order itself is never altered: what you were charged stays exactly as it was, and the refund is recorded beside it. See our Privacy Policy for what payment information we do and do not hold.

10. Changes to this policy

This policy may be updated as the product changes. The version that applies to a payment is the one published when that payment was made. Check the "Last updated" date above.

11. Contact

Questions about refunds or billing can be sent through the channels described on the Support page.