Refunds

How a credit is spent

Every AI action confirms first, and the confirmation tells you what it will cost. When you confirm, the credit is deducted before the request is sent to the AI. That order matters for everything below.

Failed requests are refunded automatically

If the AI errors, returns something that isn’t usable, or returns a response with nothing in it you can apply, the credit is returned automatically. You don’t have to ask for it and you don’t have to notice it happened.

You will not see a notification about the refund. You’ll see an error message about the thing that failed, and your balance will simply be where it was. That is intentional — you already have one message about the problem and don’t need a second about the accounting.

Some requests are rejected before any credit is taken at all — for example an invalid price-check request, or a bundle suggestion over the item limit. Those cost nothing in the first place.

Cancelled requests are not refunded

If you cancel an AI request after it has started, the credit is not returned. This is deliberate and worth understanding, because it is the one part of the system most likely to catch you out.

The Cancel button stops your app waiting for an answer. It does not stop the request that has already reached the AI provider, and the cost of that request is incurred the moment it arrives there. Refunding a cancellation would mean paying for work twice, so we don’t.

In practice: if you’re not sure you want a scan, cancel at the confirmation step, before it runs. That costs nothing. Once it says it’s working, the credit is gone whether you wait for the result or not.

Running out of credits

When your balance can’t cover an action, the action stops before anything is sent. You get one message and your balance refreshes. Nothing is half-saved: no fallback listing is written, no failed record is added to your history, and inside a batch scan it stops at that point rather than failing through every remaining item.

Buying credits

Your statutory rights come first, and beyond them each request is looked at on its own facts. There is no blanket refund policy here, and no blanket refusal either.

Unused packs: if you haven’t spent a single credit from a pack, you can have a full refund within 14 days of buying it. Nothing has been used, so there is nothing to argue about.

Part-used packs: once you have started spending a pack’s credits, it isn’t refundable. Spending a credit is the point at which the thing you bought is delivered and used, and the cost of it has already been incurred.

Before deleting your account: deleting it removes every credit on it, unspent packs included, and they can’t be refunded afterwards. Ask for any refund first.

Your statutory rights

UK consumer law gives you a 14-day right to cancel a purchase of digital content. That right can be waived by agreeing to immediate delivery, and credits are delivered instantly — so once you have started using them, the waiver applies. This is set out at the point of purchase.

At checkout you are told that credits are added to your balance immediately, and you confirm that you want them delivered straight away — which is what waives the 14-day cancellation right for the credits you then spend. You cannot buy a pack without seeing and agreeing to that.

None of this affects your statutory rights where the service is faulty or not as described.

If something looks wrong

If your balance doesn’t look right, or an action charged you and gave you nothing usable, tell us. Include what you were doing, roughly when, and what you saw. We can check the request against our logs — those record which action ran and when, but not the content of what you sent or what came back.

Refund requests and billing queries go to support@madhaul.app.

You’ll get a reply within a few working days.

Complaints

If you’re not happy with how a refund request was handled, reply to the same address and say so, and it will be looked at again. Our full contact details are on the contact page, and the terms that govern all of this are on the terms page.