Refund Policy

1. The short version

• Cancel any subscription at any time. You keep access until the end of your current billing period; we don't bill you again.
• If you're on your first paid month with a product and it isn't working for you, email us within 14 days of the charge for a full refund — no need to justify why.
• Annual plans: pro-rata refunds are at our discretion outside the 14-day window. We'll usually say yes if you've barely used the service.
• Consumed AI credits, one-time purchases, and add-ons are non-refundable once used.
• We don't refund accounts terminated for breach of our Terms.

2. Cancelling a subscription

You can cancel at any time from the billing or settings page of the product. Cancellation takes effect at the end of your current billing period; you keep full access until then, and we won't issue another charge.

If you can't find the cancel option for any reason, email billing@carrotly-ai.com with the email on your account and the product name, and we'll cancel on your behalf — usually the same business day.

3. 14-day money-back on your first paid period

If you've upgraded from a free trial or free tier to a paid subscription and decide within 14 days of the first charge that the product isn't right for you, we'll refund that charge in full. This applies once per customer per product (i.e. you can claim once for Aimpress, once for HeyIsla, and so on).

Email billing@carrotly-ai.com with:

• the email address on your account;
• the product name;
• your Stripe receipt or order/invoice number (optional, but speeds things up).

Refunds are processed to the original payment method. Stripe typically returns the funds within 5–10 business days, though your bank may take longer.

4. Annual plans

For annual subscriptions, the 14-day window in Section 3 applies equally to the first annual charge or to the first annual renewal that follows an upgrade from monthly. Outside that window we generally don't refund unused months of an annual plan, but we'll consider partial refunds case-by-case if you reach out — for example, if you've only logged in once or twice since the renewal. Email billing@carrotly-ai.com.

5. What isn't refundable

• Consumed AI credits or usage-based charges. Once tokens, generations, summaries, stories, or similar consumables have been generated and delivered to you, they are non-refundable.
• One-time purchases and add-ons that have been used, downloaded, or unlocked.
• Charges for accounts terminated for breach of our Terms of Use, including but not limited to fraud, abuse, scraping, or violation of acceptable-use policies.
• Third-party fees charged by your card issuer, bank, or app store (for example, foreign-exchange or processing fees).

6. Service unavailability

We aim to keep the Products available and reliable. If we experience a significant outage that materially prevents you from using a paid Product for an extended period, contact us and we'll consider service credits or a partial refund on a case-by-case basis. We don't offer automatic SLA credits at this stage; this may change for enterprise plans in future.

7. Chargebacks

Please contact us first — we want to make things right and refunds are almost always faster than a chargeback. If you initiate a chargeback without first emailing us, we may suspend your account while the dispute is being resolved.

8. Statutory rights

Nothing in this policy limits any statutory rights you have under applicable consumer-protection law, including the Consumer Protection (Fair Trading) Act in Singapore where it applies.

9. Contact

Refund questions or requests: billing@carrotly-ai.com.