Refund Policy

This Refund Policy forms part of, and is governed by, our Terms of Service. By purchasing Grailsnap (the "Service") you agree to it.

In short: a full 14-day refund, no questions asked. After that window, all sales are final except where the law of your country of residence requires otherwise or where we choose, at our sole discretion, to grant a refund.

1. 14-day no-questions refund window

Every Grailsnap purchase comes with a 14-day refund window starting on the day of purchase. Within those 14 days you may request a full refund for any reason, with no justification required, through our contact form (select the Pricing or billing question topic) using the email address associated with your account.

• Refunds are issued to the original payment method only.
• Typical processing time: 3–5 business days for cards, 5–10 for ACH/SEPA.
• Your access continues until the refund is processed; upon refund your license is revoked and your account is closed.

By purchasing, you acknowledge that the Service is a digital product to which you receive immediate access, and you may exercise the 14-day right above regardless.

This refund right applies solely to the fee you paid Grailsnap for access to the Service. It does not apply to, and Grailsnap has no ability to refund, any amount you pay to a third-party marketplace or seller for an item you purchased, bid on, or were notified of through the Service. Those purchases are made directly between you and the third party and are governed entirely by that marketplace's or seller's own policies.

2. After the 14-day window

After 14 days, all sales are final and payments are non-refundable, except (a) where a mandatory consumer-protection law of your country of residence requires a refund, or (b) where we elect, at our sole and absolute discretion, to grant one. We do not provide pro-rata refunds for unused time, partial periods, or features you chose not to use, and a refund granted as a courtesy does not entitle you to any future refund. The limited exception is service discontinuation (Section 3) and a verified billing error, which we will correct.

3. Service discontinuation

If Grailsnap discontinues the Service entirely, users who purchased within the prior 24 months receive a pro-rata refund automatically, no request required. See Terms of Service, Section 18.

4. Abuse of the refund policy

The refund right is intended for genuine use. We may decline a refund and suspend or terminate accounts where we reasonably believe the refund process is being abused, including repeated purchase-and-refund cycles, refund requests after substantial or automated use, multiple or duplicate accounts, or requests made in bad faith. Refunds are limited to one per person or household absent exceptional circumstances.

5. How refunds are processed

All payments are processed by Paddle acting as Merchant of Record. As Merchant of Record, Paddle is the authorised reseller and seller of record for your purchase, so your payment contract is with Paddle, and any statutory withdrawal or cancellation right is administered through Paddle in line with its buyer terms. Refunds flow through the same channel: Paddle issues the refund to your original payment method on our instruction. Your statement will show "Paddle" or "PADDLE.NET," not "Grailsnap." Currency-conversion differences and third-party bank fees are not refundable by us.

6. Chargebacks

Contact us through our contact form (select the Pricing or billing question topic) before initiating a chargeback; we can almost always resolve a billing concern faster than your bank. Initiating a chargeback or payment dispute without first contacting us in good faith is a breach of our Terms: it will result in immediate and permanent closure of your account and forfeiture of any license, and we reserve the right to recover the disputed amount and any associated fees and costs.

7. Your statutory rights

Nothing in this policy limits any non-waivable statutory consumer right you have in your country of residence (including EU/UK distance-selling rights and any local equivalents). Where such rights apply and grant you more than this policy provides, those rights prevail to the extent required by law.

8. Contact

Refund requests, status, or questions: use our contact form with the Pricing or billing question topic selected.