1. Scope and payment provider
This policy applies to one-time ResearchBuddy token-pack purchases. It does not apply to complimentary tokens or automatic restoration of a token after an unsuccessful research request.
Paddle is the merchant of record and authorised reseller for paid token packs. Paddle handles checkout, payment, tax, receipts, and monetary refunds. Purchases are also governed by Paddle’s Buyer Terms and Refund Policy.
2. General refund rule
Unless applicable law, Paddle’s Refund Policy, or an additional remedy offered by us provides otherwise, completed token-pack purchases are non-refundable and cannot be exchanged. Paddle may approve a full or partial refund after considering the circumstances and transaction record.
This general rule does not limit mandatory legal rights, including remedies where digital content or a digital service is faulty, not as described, or not fit for purpose.
3. Cancellation and consumer rights
If you buy as a consumer, the law where you live may provide a cooling-off or withdrawal right. For example, consumers in the United Kingdom, European Union, and European Economic Area may have up to 14 days to withdraw from an eligible online purchase.
For digital content or services supplied immediately, that withdrawal right may end once supply or use begins if you expressly agreed to immediate performance and acknowledged the resulting loss of the right during checkout. Any mandatory right that applies where you live takes priority over this policy.
4. How to request a refund
Use the support link in your Paddle receipt, manage the purchase through the billing link available in your ResearchBuddy account, or visit paddle.net. Have the email address used at checkout and your transaction or receipt details available.
You can also email help@researchbuddy.uk or use our contact form if you need help locating the transaction. Paddle assesses and processes monetary refunds.
5. Approved refunds
Where possible, Paddle returns an approved refund to the original payment method. Paddle’s current policy says it processes eligible refunds within 14 days after approval, although your bank or payment provider may take additional time to display the credit.
6. Effect on ResearchBuddy tokens
If a token-pack transaction is refunded, reversed, or charged back, unused tokens credited for that purchase may be removed from the account, up to the account’s unused balance. A successful reversal of the refund may restore tokens previously removed.
If a research request fails or is blocked by an academic-integrity safeguard, ResearchBuddy automatically restores the service token used for that request. This is a correction to the account balance rather than a monetary refund.
7. Changes and contact
We may update this policy to reflect changes to the service, law, or Paddle’s terms. The date above identifies the current version. Questions can be emailed to help@researchbuddy.uk or submitted through our contact form.