Refund Policy

This Refund Policy applies to purchases of Pattrans Credits and forms part of our Terms of Service. It reflects how the Service works: you buy prepaid Credits and consume them as you translate. Tier packages are purchases of Credits and are covered by the same rules. Nothing in this Policy limits your mandatory consumer-protection rights.

1. Credits and how charging works

The Service is paid for with prepaid Credits — a prepaid usage credit that is not transferable, not exchangeable, and not redeemable for cash. Credits are consumed only for the translation work actually delivered.

2. Work not delivered is not charged

If a translation job is cancelled, fails, or expires before completion, the Credits reserved for the part not successfully processed and included in a usable Output are returned automatically to your Credit balance. You are charged only for the part actually delivered. The return of reserved Credits under this section is a restoration of your Credit balance, not a cash refund.

3. Completed translations

Credits validly consumed for a completed, usable Output are not ordinarily refundable, as the work has been delivered. This does not affect your remedies for a system error, an incorrect Credit calculation, a duplicate deduction, an unusable Output, or any other non-conformity, for which we may restore Credits or provide another remedy required by law.

4. Unused Credits

Purchased Credits that you have not used are prepaid and are not ordinarily redeemable for cash or to your payment method — they remain available in your account for translation — except where a refund or other remedy is required by applicable law or is expressly provided in this Policy or the Terms.

5. Overpayments, duplicate and incorrect charges

If you pay more than the amount due, pay twice, or are charged incorrectly, you may choose to (a) keep the surplus as Credits, or (b) request a refund. We will determine the cause; where it cannot be determined and the fault lies in the payment systems we use, we resolve it in your favour.

6. Refund costs

Where a refund arises from an incorrect charge caused by Pattrans or the systems we use, Pattrans bears the reasonable costs of the refund. Where a refund arises from an overpayment or duplicate transfer you initiated and not caused by Pattrans, actual third-party transfer fees (such as bank or money-transfer fees) may be deducted from the amount refunded, where permitted by law and disclosed to you before payment.

7. How refunds are processed and paid

Our payment provider does not support automated refunds, so eligible money refunds are processed manually — by bank transfer or another method agreed with you and supported by the applicable seller or payment provider — and may take additional time. We may ask for a receiving bank account in the payer's name to help prevent fraud. Eligible refunds are processed within 15 business days after we confirm eligibility and receive the complete and accurate information reasonably required to process the refund; we will tell you promptly if information is missing.

8. Account closure and discontinuation of the Service

If you voluntarily close your account, unused Credits are not converted to cash and will cease to be usable after closure, except where mandatory law requires otherwise. If we close your account without your breach while the Service continues, we will either restore access for a reasonable period so that you can use your unused Credits or refund their unused paid value. If we voluntarily discontinue the Service while solvent, we will provide a reasonable period to use unused Credits or refund unused paid Credits. If Pattrans becomes subject to insolvency or liquidation proceedings, claims will be handled under applicable insolvency law. Your mandatory consumer-protection rights are unaffected.

9. Purchases through a reseller

If you purchased through an authorised reseller or Merchant of Record (typically international checkout), that party is the seller of record: it handles money refunds, billing, tax and invoicing for that sale, and its own refund process and terms apply — please contact it. Pattrans handles job failures, restoration of reserved Credits, account access and Software-related issues. The reseller's process does not limit your mandatory consumer rights, and we will reasonably assist in directing or coordinating a claim where responsibility between Pattrans and the reseller is unclear.

10. How to request a refund, and complaints

Email support@pattrans.ai with your account email and the order reference. We aim to acknowledge within 5 business days and will notify you of the outcome and the reasons. If you disagree, you may escalate to us at the same address or use any dispute mechanism available under applicable law.

11. Your rights

Nothing in this Policy limits your mandatory rights under applicable consumer-protection law.