Refund Policy
This Refund Policy sets out the terms under which refunds may be requested and granted for our products and services. Please read these provisions carefully, as eligibility for a refund depends on compliance with the conditions described below.
Where no product-specific refund conditions are stated, no additional terms apply beyond those outlined in this policy.
Subscription and token-pack prices are shown in EUR before applicable tax. Stripe Managed Payments, through Link, is the Merchant of Record for these purchases; Stripe calculates and collects applicable indirect taxes where supported, and hosted Checkout shows the final amount before payment. Stripe/Link provides the transaction confirmation and applicable invoice. Contact Link support or hello@merchpipeline.com to request help with a payment or refund. Any approved monetary refund is processed through Stripe/Link to the original payment method.
AI Token Purchases
AI token packages are non-refundable once any portion of the purchased tokens has been used. A 14-day money-back guarantee is available only when the entire token package remains unused.
By choosing to access and use tokens immediately after purchase, you expressly acknowledge and agree that your statutory 14-day right of withdrawal is waived in accordance with the EU Digital Content Directive (Directive 2019/770).
Technical Issues
If a verified technical malfunction on our platform prevents the use of purchased tokens, we may, at our sole discretion, provide either a refund or a replacement token credit. Requests relating to technical failures must be submitted within thirty (30) days of the original purchase date.
Refund Method and Token Usage Period
Approved monetary refunds are returned to the original payment method through Stripe/Link. Where this policy provides a replacement token credit for a verified technical issue, that credit is not a monetary refund.
Tokens allocated as part of a subscription or recurring plan must be used within the applicable billing period. Any unused tokens remaining at the end of the billing cycle will not carry over to the next billing period unless explicitly stated otherwise. Unused tokens from a completed billing period are non-refundable.
Tokens consumed by jobs that are cancelled, or by accounts suspended or terminated, for breach of the Terms of Use are non-refundable.
Refund Processing
Once a refund request has been approved, processing generally takes between 7 and 14 business days. A confirmation email will be sent once the refund has been successfully completed.