Refund & Billing Policy
Last updated July 2026
Merchant of Record
Gup uses Paddle as its Merchant of Record. When you purchase a paid plan, your purchase contract is with Paddle. Paddle processes payment, calculates and remits applicable taxes, issues invoices and receipts, and handles refunds under the Paddle Refund Policy and Paddle Buyer Terms. This page summarizes how those rules apply to Gup subscriptions. If anything here conflicts with Paddle’s policies or mandatory consumer law, Paddle’s policies and the law prevail.
Plans and billing
Paid plans (Starter, Growth, Scale) are billed monthly in advance in USD. Included AI resolutions reset each billing period. Usage above the included allowance is charged at $0.25 per AI resolution as an overage on your Paddle invoice. The Free plan has a hard monthly cap and does not accrue overage. Knowledge is limited by indexed chunks per plan (not billed as overage).
Refunds overview
Unless required by applicable law, transactions are non-refundable and non-exchangeable. Paddle may issue a refund where you exercise an applicable statutory withdrawal or refund right, or on a discretionary basis as described below. Refunds will not be issued where there is evidence of fraud, refund abuse, or other manipulative behaviour.
Statutory consumer rights
Local consumer protection laws may grant unconditional withdrawal or cooling-off rights that override this page and any supplier policy. Periods and conditions vary by country (for example, consumers in the EU/EEA, Switzerland, and the UK often have a 14-day right to withdraw from certain digital content and service contracts, typically for the first payment under a subscription; some other countries provide shorter windows). Nothing here limits your mandatory consumer rights. For country-specific details, see the Paddle Refund Policy.
Discretionary refunds
Paddle may, at its sole discretion, issue a refund if a request is submitted within 14 days of your transaction date. Submission within this period does not guarantee a refund. Requests are reviewed case by case; Paddle may consider factors including the nature of the product, the reason for the request, usage or consumption (for Gup, such as AI resolutions used in the period), and applicable contractual terms. Paddle may approve a full refund, a partial refund, or decline the request. A discretionary refund does not create an obligation to refund similar requests in the future.
Technical or product defects
If you experience persistent technical issues or a material defect that prevents you from accessing Gup as described, contact [email protected] first so we can try to resolve it. If the issue cannot be resolved, contact Paddle’s buyer support and include details of the issue and any response from us. Where there is evidence of a material defect, Paddle will issue a refund in accordance with applicable consumer protection laws.
Cancellations and downgrades
You may cancel a subscription at any time to prevent future billing. Cancellation takes effect at the end of the current billing period; unused days in that period are not refunded unless required by law or approved by Paddle. Access continues through the end of the period you already paid for. Downgrades take effect at the next billing period unless otherwise stated in the dashboard.
Overage charges
Overage charges for AI resolutions beyond your plan’s included allowance reflect compute already consumed. Once billed, they are generally treated as non-refundable under Paddle’s global policy unless a statutory right applies or Paddle approves a discretionary or defect-related refund.
How to request a refund
To withdraw, cancel, and/or request a refund, contact Paddle using one of the following methods:
- Use the “View receipt” or “Manage subscription” link in your Paddle transaction confirmation email.
- Visit paddle.net and select “Request refund”.
- Or email us at [email protected] with your organization name, checkout email, and Paddle transaction or invoice id — we can help route the request. As Merchant of Record, Paddle may contact you directly [email protected].
You can also manage payment methods and invoices through the customer portal linked from Settings → Billing in the Gup dashboard.
After a refund is approved
If eligible, refunds are processed to the original payment method where possible, typically within 14 days of approval. The time for the funds to appear on your statement depends on your bank or payment provider. When a refund is issued, access to the relevant paid features may cease.
Chargebacks and payment disputes
Please contact Paddle (or [email protected]) before raising a chargeback or payment dispute with your bank or card issuer. If you initiate a chargeback, access may be temporarily suspended while the matter is reviewed. This does not affect your lawful rights to dispute a charge under card-scheme or consumer-protection rules.
Contact
Product and billing questions: [email protected]. Refund requests and Paddle buyer support: paddle.net.