Refund Policy

This policy explains when we refund a Moodbase credit pack, how to ask for one, and what happens to your credits afterwards. It sits alongside our Terms & Conditions, and nothing here removes any right you have as a consumer under the law of your country.

1. What this covers

Moodbase credit packs are the only thing we sell. Saving images, organising your library, searching, filtering and viewing are free and always have been, so there is nothing to refund there. If you analyze images with your own API key from another provider, that provider bills you and this policy does not apply — take it up with them.

2. When we refund in full

Write to us within 14 days of your purchase and we will refund the pack in full if either of these is true:

• You could not activate the license key on any installation. If the key never worked for you, you never got what you paid for.
• You have analyzed fewer than 100 images using that pack's credits. A hundred images is enough to find out whether the analysis is any good; below that, you are still deciding.

You do not need to justify the request beyond telling us which of the two applies. We may ask for the license key so we can find the purchase.

3. Beyond that

After 14 days, or once a pack's credits have been used past 100 images, refunds are at our discretion. Write to us and explain what went wrong — we would rather fix the problem than keep money from an unhappy user. Something broken on our side is always worth reporting, whatever the date on the receipt.

4. What we do not refund

• Credits you have already spent. An analysis that ran and returned a result was a service delivered.
• Expired credits. Every pack is valid for one year from the day you buy it, and the validity is stated on the pricing page before you pay. Not getting round to using a pack is not a fault in the pack.
• Charges from another AI provider incurred while using your own API key.
• Packs on a license disabled for abuse — circumventing credit accounting, reselling keys, or reverse-engineering the credits server, as set out in the Terms.

Two things that are not reasons to refuse a refund: a failed analysis never costs you a credit in the first place, and an installation slot used up by a reinstall is a support problem, not a purchase problem. Write to us either way.

5. How to request one

Email support@moodbase.site from the address you used at checkout, and include:

• your license key, or the receipt from the payment;
• which of the two grounds in section 2 applies, or what went wrong.

We aim to answer within two business days. There is no form to fill in and no cancellation fee.

6. How the money comes back

Approved refunds go back through Creem, our payment provider, to the original payment method. We cannot send it anywhere else, because we never see your card or account details — see our Privacy Policy. Creem usually settles within a few business days; how long it then takes to appear on your statement is up to your bank, and is typically five to ten business days.

7. What happens to the credits

A refund takes the credits back. If the refunded pack is the only one on your license, its remaining credits are removed. If you hold several packs, we deduct that pack's worth of credits from your pooled balance, soonest-expiring first. Images you have already analyzed stay analyzed — nothing is removed from your library, ever. Your library lives in your browser and we have no copy of it.

8. Chargebacks

If you dispute a charge with your bank rather than asking us, the license is disabled while the dispute runs. Please write to us first — a refund is faster than a chargeback and does not cost either of us the dispute fee.

9. Changes

We may update this policy. The date at the top of this page shows when it last changed, and a change never applies retroactively to a pack you have already bought — the policy in force on your purchase date is the one you get.

10. Contact

Refund requests and anything unclear here go to support@moodbase.site.