Refund and Cancellation Policy

This page sets out how to cancel a paid plan, what happens to your credits when you do, and when we refund. It restates the billing terms in our Terms of Service, which remain the agreement between us.

Who takes the payment

Paid plans and credit packs are sold by Paddle, our merchant of record. Paddle handles payment, invoicing and tax, and its own terms govern the transaction itself. That is also why a refund is processed by Paddle rather than by us directly — we authorise it, Paddle returns the money to the method you paid with.

Cancelling

You can cancel a paid plan at any time, without contacting us. Open Settings → Billing and use Manage billing, which opens Paddle’s customer portal. You can change your card, download invoices, or cancel from there.

Cancelling stops the next renewal. It does not cut the period short. Your plan’s features and credits continue to the end of the period you have already paid for.

What happens to your credits

After a cancelled period ends, the two kinds of credit part company:

• A plan’s monthly credits belong to that month. A renewal replaces them; without a renewal they end at the same point, when the period you paid for runs out. They do not accumulate from one month to the next.
• Credits you bought as a pack are yours to keep. No renewal, cancellation or pause takes them, and they do not expire. They were paid for separately and are treated separately.

Refunds

We do not refund a period already paid for unless the law requires it or we have failed to deliver. Cancelling part-way through a month does not produce a pro-rata refund, because the credits and features for that month remain available to you until it ends.

Two cases where we do refund, and they are not exceptions so much as the same principle: where consumer law in your country gives you a right to one, and where the service did not do what it was paid to do — an outage that ran through your billing period, or a charge for something that never ran.

Credits already spent are not refundable. A generation that ran and produced a result cost us the model call, whether or not you liked the wording or the photograph. If an operation failed on our side, its credits are returned automatically and you do not need to ask.

Asking for a refund

Email support@listzilla.co from the address on your account, and say which charge you mean and what went wrong. We answer refund requests within five working days. If we agree, Paddle returns the money to the original payment method; how long it then takes to appear is your bank’s, not ours.

You can also raise a billing question directly with Paddle, whose contact details are on the invoice and receipt they send you.

Changes

If this policy changes in a way that matters, we will update the date above and, where the change is material, tell you directly. Prices and plans may change with notice; a change never applies to a period you have already paid for.