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Terms & Policies

SugarGlitch — Refund Policy

Last Modified: April 20, 2026

This Refund Policy is provided by SugarGlitch Ltd, a Cyprus private limited company ("SugarGlitch," "we," "our," or "us").

Thank you for using our Services. We want you to have a positive experience. Please read this Refund Policy carefully so that you understand the terms that apply to any transaction you make with us. This Policy is incorporated into and governed by our Terms of Service.

1. Quality Guarantee

We stand behind the quality of our Services. If you experience a defect, or a Service that is significantly different from how it was described at the time of purchase, please contact us at [email protected] within 14 days of the date of purchase. We will evaluate the situation and, in our discretion, may offer a credit, a replacement, a correction of the issue, or a refund. Refund requests are reviewed on a case-by-case basis. We aim to respond within 7 business days.

2. Free Trials

From time to time we may offer free trials of paid tiers. The terms of any free trial — including its duration, eligibility requirements, included features, and what happens at the end of the trial — will be disclosed at the point of sign-up.

Unless otherwise stated, free trials automatically convert to a paid subscription at the end of the trial period and you will be charged the then-current subscription price. You can cancel at any time before the end of the trial through your account settings to avoid being charged. If you do not cancel before the trial ends, the first paid billing period is generally non-refundable, except as required by applicable law (see Section 7).

We reserve the right to determine eligibility for free trials and to withdraw or modify free trial offers at any time. Each user is generally limited to one free trial per offer; we may decline to provide a free trial to anyone we reasonably believe is attempting to abuse the offer.

3. Subscription Cancellation

You may cancel your subscription at any time through your account settings or by contacting us at [email protected]. Upon cancellation:

  • Your subscription will remain active until the end of your current billing period.
  • You will not be charged for any subsequent billing periods.
  • Unused portions of a billing period are generally non-refundable, except as required by applicable law.
  • Any subscription-bundled credits or tokens that have not been used by the end of your current billing period will expire on cancellation, except as required by applicable law (see Section 4).

4. Credits and Tokens

Some Services use a credit or token system ("Credits") that you purchase or receive through a subscription, free trial, or promotion, and that are consumed when you use AI generation features.

Use and consumption. Credits are consumed at the moment you initiate a generation or other paid feature. Once consumed, Credits cannot be returned, and the underlying purchase is non-refundable, even if you are dissatisfied with the output. Generative AI is inherently variable, and you acknowledge that outputs may not match your expectations.

Unused Credits — purchased separately. If you have purchased a one-time pack of Credits and have not used any of them, you may request a refund within 14 days of purchase under Section 1 (Quality Guarantee) or Section 7 (Right of Withdrawal), as applicable. Partially used Credit packs are generally non-refundable for the unused remainder, except as required by applicable law.

Unused Credits — included with a subscription. Credits included as part of a subscription have no independent monetary value, do not carry over between billing periods unless expressly stated, and are forfeited at the end of the billing period in which they were issued. They are not redeemable for cash.

Promotional and bonus Credits. Credits issued as part of a promotion, referral bonus, or goodwill gesture are not refundable and may expire or be revoked in accordance with the terms of the relevant promotion.

No transfer. Credits are personal to your account and cannot be sold, transferred, or assigned to another user.

5. One-Time Purchases

For one-time purchases of digital goods or features (other than Credits), the same principles apply: if the digital good or feature has been delivered and you have begun to use it, the purchase is generally non-refundable, except where Section 1 (Quality Guarantee) or Section 7 (Right of Withdrawal) applies.

6. Pricing, Taxes, and Currency

Prices are displayed at the point of sale and may vary by region. Applicable taxes (including VAT for EU consumers) will be added where required by law. Currency-conversion fees, foreign-transaction fees, or other fees imposed by your payment provider are your responsibility.

We reserve the right to change pricing at any time. Any price change will not affect the current term of an active subscription; if we change the price for a subsequent renewal, we will provide notice in advance and you may cancel before the change takes effect.

7. Right of Withdrawal — EEA, UK, and Swiss Consumers

If you are a consumer residing in the European Economic Area (including Cyprus), the United Kingdom, or Switzerland, you have the right to withdraw from a purchase within 14 days of the transaction date without giving any reason, in accordance with the EU Consumer Rights Directive (Directive 2011/83/EU), the UK Consumer Contracts Regulations 2013, and equivalent local laws.

To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires by sending a clear statement to [email protected]. Upon receiving a valid withdrawal request, we will process your refund without undue delay and no later than 14 days from the date we are informed of your decision. The refund will be made using the same payment method used for the original transaction unless you expressly agree otherwise; in any event, the refund will be free of charge for you.

Important — loss of withdrawal right for digital content and services. Under EU and UK law, you lose your right of withdrawal for digital content (such as Credits, generated outputs, and downloadable content) and digital services (such as access to AI generation features) once performance has begun, provided that (a) you have given your express prior consent to begin performance during the 14-day withdrawal period, and (b) you have acknowledged that you thereby lose your right of withdrawal. By initiating a generation, consuming Credits, or using a digital service before the end of the 14-day period, you give that consent and acknowledgement and waive your right of withdrawal with respect to the portion that has been performed.

8. Cryptocurrency Purchases

Due to the volatile nature of cryptocurrency and the irreversibility of blockchain transactions, all payments made with cryptocurrency are final and non-refundable, except where prohibited by applicable law. Please review your order carefully before completing a cryptocurrency payment. Where a refund is required by law, we may issue the refund in fiat currency at the cryptocurrency-to-fiat exchange rate prevailing at the time of refund, which may differ from the rate at the time of purchase.

9. Chargebacks

If you have a concern about a charge, please contact us at [email protected] before initiating a chargeback with your payment provider. Filing a chargeback without first contacting us may result in suspension or termination of your account pending investigation, and may forfeit any unused Credits or subscription benefits associated with the disputed charge. We reserve the right to dispute any chargeback that we believe to be fraudulent or unwarranted, and to provide our payment processors with information about your account and your use of the Services in connection with that dispute.

10. How to Request a Refund

For any refund request, please contact us at [email protected] with:

  • The email address associated with your account
  • The transaction date and order number (if available)
  • A description of the issue, and
  • Any supporting documentation (such as screenshots of the issue)

We are committed to resolving refund requests promptly and fairly, and aim to respond within 7 business days.

11. Contact Us

If you have any questions about this Refund Policy, please contact us at:

SugarGlitch Ltd
[REGISTERED ADDRESS — TBD]
Cyprus
Email: [email protected]