Refund Policy

Overview

We want you to be satisfied with your purchase. This policy explains when and how you can request a refund for token packs purchased on OnPremEasy.

Eligibility for Refund

You may request a full refund if all of the following conditions are met:

• Your request is made within 14 days of the purchase date.
• You have not used more than 10% of the tokens from the purchased pack (rounded up to the nearest whole token).

If you have used more than the allowed number of tokens but are still within the 14-day window, we may offer a partial refund at our discretion, calculated as a pro-rata amount based on unused tokens.

Non-Refundable Situations

Refunds are not available in the following cases:

• The request is made more than 14 days after purchase.
• All or substantially all tokens from the pack have been consumed.
• The account has been suspended or terminated for violation of our Terms of Service.
• The free calculation allowance — free tokens are not eligible for refund as no payment was made.

How to Request a Refund

1. Send an email to support@onpremeasy.com with the subject line "Refund Request".
2. Include the email address associated with your account.
3. Include the approximate date of purchase and the pack name (Starter, Growth, or Team).

We will review your request and respond within 5 business days.

Processing Refunds

Approved refunds are processed through Paddle, our payment partner and Merchant of Record. Refunds are returned to the original payment method. Processing times depend on your payment provider but typically take 5-10 business days to appear on your statement.

Once a refund is processed, the corresponding tokens will be removed from your account balance. If your balance would go negative as a result, it will be set to zero.

Service Issues

If the Service experiences a significant outage or technical error that prevents you from using purchased tokens, we will either:

• Credit replacement tokens to your account, or
• Offer a refund for the affected period.

We define "significant" as an outage lasting more than 24 consecutive hours or a confirmed bug that produced incorrect recommendations and consumed tokens. Report issues to support@onpremeasy.com as soon as possible.

Changes to This Policy

We may update this Refund Policy from time to time. Changes will not apply retroactively to purchases made before the update. The "Last updated" date at the top of this page indicates when the policy was last revised.

Contact

For refund requests or questions about this policy, contact us at support@onpremeasy.com.