Refund Policy

All payments for MetaBrain subscriptions and credit packs are processed by Paddle.com, which acts as the Merchant of Record for all transactions. Paddle is the legal seller for billing purposes and handles payment processing, VAT collection, and invoicing. Paddle's own billing policies apply in conjunction with this policy.

As a general rule, all purchases are non-refundable. This applies to both subscription plans and one-time credit packs.

The reason for this policy is straightforward: every AI processing request submitted through MetaBrain incurs a real cost paid by us to third-party AI providers (Google Gemini API and OpenAI API). These costs are charged per request and are non-recoverable on our end — meaning that once your files have been processed, the underlying infrastructure cost has already been paid regardless of whether you choose to keep the results. Issuing refunds after processing has occurred would result in us absorbing costs for services already rendered.

We understand that exceptional circumstances arise, and we do not take a rigid one-size-fits-all approach. If you believe your situation warrants a refund or partial compensation, we are willing to review your case individually and work towards a fair compromise.

Situations we are more likely to consider include:

• A technical fault on our side that prevented you from using the service at all.
• A credit pack purchased but with zero credits consumed.
• A duplicate charge or billing error.
• A subscription charged after you believed cancellation was in place.

In these cases, the outcome may not always be a full monetary refund — it may instead take the form of credit restoration, a plan extension, or another arrangement that compensates you fairly. Each case is assessed on its own merits.

To request a review, contact us at support@metabrain.online and include:

• The email address associated with your MetaBrain account.
• The date and amount of the charge in question.
• A description of your situation and what outcome you are seeking.

We aim to respond to all requests within 3 business days. If we agree a refund is warranted, it will be processed through Paddle and typically appears on your statement within 5–10 business days.

We strongly encourage you to contact us before initiating a chargeback with your bank or card issuer. We are responsive and willing to find a solution. Filing an unjustified chargeback may result in the immediate suspension of your MetaBrain account. We will provide full documentation to Paddle and your payment provider to contest fraudulent chargebacks.

Nothing in this policy limits any statutory rights you may have under applicable consumer protection law. If you are a consumer in the European Union or another jurisdiction that grants additional rights (such as a statutory right of withdrawal), those rights take precedence over this policy to the extent required by law.

We reserve the right to modify this Refund Policy at any time. Changes will be reflected by updating the "Effective date" at the top of this page. The policy in effect at the time of your purchase governs any refund request for that purchase.

For refund requests or billing questions, contact us at support@metabrain.online.