Legal
Refund Policy
Bought more Dialogue Credits than you needed? Refund requests submitted within 30 calendar days are reviewed case by case. Approved refunds are based on how much of the paid credit pack remains unused.
1. Eligibility
A Dialogue Credit pack may be eligible for a refund when:
- you submit the request within 30 calendar days of the successful purchase;
- the purchase was made directly through PrismaSub using Stripe;
- some or all of the paid credits attributable to that purchase remain unused; and
- the transaction has not already been refunded, reversed, disputed, or charged back.
Promotional, welcome, bonus, gifted, or otherwise free credits have no cash value and are not refundable.
Every request is reviewed individually. Meeting these conditions does not automatically guarantee approval. We may consider account usage, payment history, technical or service issues, suspected abuse, and any rights provided by applicable law.
2. How the refund is calculated
If a refund is approved, we first calculate the unused percentage of the original paid credit pack.
- A completely unused pack receives a 100% refund.
- Once any credits have been used, but no more than 30% of the pack has been consumed, the unused percentage is rounded down to the nearest 10-percentage-point refund tier.
- If more than 30% of the paid credits have been consumed, the purchase is not eligible for a standard refund.
- The available standard refund tiers are 90%, 80%, and 70%.
refund = original amount paid x applicable refund tier
The final dollar amount is rounded to the nearest cent and can never exceed the amount originally paid.
For example, if 1% of a pack has been used, 99% remains and the applicable refund tier is 90%. If 13% has been used, 87% remains and the applicable refund tier is 80%. If exactly 30% has been used, the applicable refund tier is 70%. Once usage exceeds 30%, no standard refund is available.
Example
A $6.99 pack with 87% of its purchased credits remaining falls into the 80% refund tier. The approved refund is $6.99 x 80% = $5.592, rounded to $5.59.
3. Credit allocation
PrismaSub consumes promotional credits before paid credits. When an account has multiple paid purchases, paid-credit usage is allocated to the oldest paid purchase first. This first-in, first-out method lets us determine how many paid credits remain attributable to each purchase.
Refunds, chargebacks, reversals, and manual credit adjustments may reduce the remaining refundable amount. Credits covered by an approved refund will be removed from the PrismaSub account when the refund is issued.
4. How to request a refund
Email support@prismasub.com from the email address associated with your PrismaSub account. Include the purchase date and Stripe receipt or Checkout reference if available.
Do not send your full card number, password, authentication token, or other sensitive credentials. We may ask for limited additional information to locate the purchase and verify account ownership.
5. Processing
Refunds are handled on a case-by-case basis and are not automatic. Approved refunds are returned to the original payment method through Stripe. PrismaSub normally submits an approved refund within five business days. Your bank or card issuer may take additional time to display it. Refunds are issued in the original transaction currency; exchange-rate differences and external bank fees are outside PrismaSub's control.
6. Abuse and exceptional circumstances
We may deny or adjust a request involving fraud, account abuse, duplicate claims, manipulated balances, or a transaction already subject to a payment dispute. This does not limit consumer rights that cannot be waived under applicable law. Where law provides a more favorable remedy, that law controls.
We may make an exception to the standard eligibility rules or usage threshold for a verified duplicate charge, material service failure, or another circumstance that we determine warrants a different result.
7. Contact
Refund questions and requests can be sent to support@prismasub.com.