Refunds and the money-back guarantee

Plus comes with a 14-day money-back guarantee. If Plus is not right for you, you can ask for your money back within 14 days of buying it. This page explains what the guarantee covers, as the Terms of Service state it. The terms are what count: if anything here reads differently, the terms apply.

What the guarantee covers

The Billing Terms (point 3) say:

14-day money-back guarantee: if Plus is not right for you, write to contact@papero.ai within 14 days of buying Plus (your first Plus payment, or a switch from monthly to yearly) and we will refund that payment in full and end Plus. Renewals are not covered.

In practice:

• Your first Plus payment is covered, monthly or yearly.
• A switch from monthly to yearly is covered. The yearly payment you made when you switched is the one refunded.
• Renewals are not covered. A payment Plus takes when it renews at the end of a month or a year is not part of the guarantee.
• The refund is for that payment, in full, and Plus ends.

Ask for a refund

1. Write to contact@papero.ai within 14 days of the payment you want refunded.
2. Say that you would like a refund under the money-back guarantee. Writing from the email address of your Papero account helps the team find it.
3. Papero refunds the payment in full and ends Plus.

When Plus ends, your account moves to Free. Your documents, sources and reference list stay, and you can keep reading and editing them. See Free and Plus.

Within the 14 days, Papero ends Plus for you when it refunds the payment. Outside them, an email asking Papero to cancel is not a cancellation, so cancel from your plan page. See Cancel or change your plan.

Your legal right to cancel

If you are a consumer in the EU or the UK, writing to contact@papero.ai within 14 days, as above, is also how you use your legal right to cancel within 14 days. The guarantee does not affect your other statutory rights.

When payments are not refunded

Apart from the money-back guarantee, the Terms of Service say that payments are non-refundable except as the law provides. In particular:

• Cancelling Plus stops future payments, but gives no refund for the unused part of the period you paid for. You keep Plus until that period ends.
• Partial periods, unused time and a change of plan get no refunds or credits, with one exception: when you switch from monthly to yearly, the yearly price is reduced by a credit for the unused part of your current month.
• Deleting your account ends Plus at once, with no refund for the unused part of the period, unless you are within the 14-day money-back guarantee. See Delete your account.
• An interruption of AI features, for example when Papero switches one off for a short time or pauses AI for Free accounts on a busy day, gives no right to a refund, except as the law requires. See Your AI allowance.
• An account Papero closes because of a material breach of the terms, a breach of academic integrity policies, or fraud or misuse gets no refund.

Questions

For anything about a payment, a refund or an invoice, write to contact@papero.ai. Support by email is open to Free and Plus. Your invoices are on papero.ai: see Upgrade to Plus for where to find them.

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