Refund and cancellation policy

Who you are buying from#

TaxOrch subscriptions and credit packs are sold through Paddle, which acts as the merchant of record for the transaction. Paddle takes the payment, issues the invoice, handles sales tax and VAT, and is the party that processes any refund back to your card or account. TaxOrch is the company that provides the service and decides refunds under this policy.

That split matters in one practical way: the money returns by the same route it came, to the original payment method, and TaxOrch cannot send it anywhere else.

The fourteen-day refund#

If you are unhappy with the product, you can have your money back within fourteen days of the charge, for any reason. You do not have to justify it and you will not be asked to.

This applies to:

• The first paid period of a new subscription, monthly or annual.
• An upgrade, where the refundable amount is what the upgrade cost you.
• A credit pack you have not started spending.

It applies once per subscription rather than to every renewal, for the obvious reason: a renewal you were charged for after using the product for a year is not a purchase you have had no chance to evaluate.

Renewals#

A subscription renews automatically at the end of each period until you cancel it. Before an annual renewal you are sent a reminder in advance of the charge, and it tells you the amount, the date and how to stop it.

If an automatic renewal is charged and you did not intend to continue, write within fourteen days of that charge and it will be refunded in full, provided you have not used the product during the new period. If you have used it, a pro-rata refund of the unused remainder will be considered.

Cancelling#

You can cancel at any time, from your billing settings or by writing to support@taxorch.com. There is no cancellation fee, no notice period and no retention conversation.

Cancelling stops the next renewal. It does not end the period you have already paid for: your access continues to the end of it, because you paid for that time and taking it away would be keeping money for a service you were no longer allowed to use.

At the end of the period the account moves to the free account rather than closing. Your data stays available for export under the privacy policy until you ask for it to be deleted.

AI credits, which are consumable#

Credit packs are the one part of this that is not simply refundable, and it is worth being exact rather than burying it.

A credit is spent on computation that has already happened — a model has run, a document has been read, an answer has been produced. Once spent, the cost has been incurred and the credit is not refundable.

So:

• An unused pack is refundable in full within fourteen days.
• A partly used pack is refunded for the unspent balance within fourteen days, calculated at the price you paid per credit.
• Credits included with a subscription have no separate cash value, do not roll over beyond what your plan states, and are not refunded on cancellation.

Your credit balance and what was spent on what is visible in the product, so this is checkable rather than a matter of trust.

When a refund will not be given#

• Where the fourteen days have passed and the charge is not a renewal covered above.
• For credits already spent, as set out above.
• Where the account was closed for a breach of the acceptable use policy — attempting to extract the corpus, the parameter datasets or the model weights, or reselling access without an agreement.
• Where a refund is sought for an answer the product declined to give. The product abstains rather than guessing when it cannot prove a figure, and that is a described property of it rather than a fault. If it abstained where it should have answered, tell us — that is a bug report and it is wanted, but the remedy is a fix rather than a refund.

Nothing in this section limits a right you have under the law where you live. See Your statutory rights below.

How to ask#

Write to support@taxorch.com from the address on the account, or use the refund link on the Paddle receipt you were emailed.

Tell us the email on the account and roughly when you were charged. You do not need the invoice number; we can find it.

What happens then: you get a human reply within two business days saying whether it is approved and, if not, exactly why. An approved refund is submitted to Paddle the same day it is approved. Paddle then takes typically three to five business days, and up to ten for some banks and card issuers, to put the money back — that part is the payment network's timing and outside our control.

Failed payments#

If a renewal payment fails, you are told and the subscription stays active while it is retried over a short period. If it keeps failing, the subscription is cancelled rather than escalated: no debt collection, no interest, no charge for the period that was never paid for. Your data is not deleted when this happens.

Chargebacks#

If something has gone wrong, write to us first. A refund is faster than a chargeback and it does not lock the account while a bank investigates.

Raising a chargeback rather than asking for a refund means Paddle and the card network handle it on their own timetable, and access is normally suspended until it is resolved. We will not penalise you for having used a chargeback and will reinstate the account if it is resolved in your favour.

Your statutory rights#

This policy sits on top of the law where you are, not instead of it.

If you are a consumer in the UK or the EU, you have a statutory right to cancel a distance contract within fourteen days of entering it. Where you asked for the service to start immediately and then cancel within that period, the law allows a deduction for what you actually used — we do not make that deduction in the fourteen-day case above, which is more generous than the statutory minimum rather than a restatement of it.

Consumer protection law in other countries may give you rights that go further than this policy. Where it does, those rights apply and this policy does not limit them.

Changes to this policy#

The terms that applied when you were charged are the terms your refund is decided under. A change to this policy does not apply retrospectively to a payment already taken, and every version stays readable at this address with the date it took effect.

Contact#

support@taxorch.com for a refund, a cancellation or a billing question.

If you think a refund has been wrongly refused, say so in reply and it will be reviewed by someone who did not make the first decision.