Refund and Cancellation Policy
Last updated: 19 July 2026
1. Overview
This Refund and Cancellation Policy explains how purchases on grappes.ai (the "Service") work, how you can cancel, and when refunds may be available. It is part of our Terms of Service.
Paid use of the Service is metered in Grappes Credits (π). You can buy credits in three ways: (a) a monthly subscription plan (Starter, Geek, Pro, or Max) that includes a monthly allotment of credits; (b) a one-time top-up (for example, β¬10 for 40 credits); and (c) pay-as-you-go, an optional setting that lets you keep using the Service past your credit balance, charged as you go. Prices are in euros (EUR) and are shown at the point of purchase.
Payments are processed by our Merchant of Record, Polar (Polar Software, Inc., polar.sh), which is the seller of record. Refunds are issued through the Merchant of Record and are also subject to Polar's refund terms.
2. Subscriptions, Top-ups, and Automatic Renewal
Subscription plans are billed in advance on a recurring monthly basis and renew automatically until cancelled; each renewal replenishes that month's credit allotment. Top-ups and pay-as-you-go are one-time charges taken when you buy the credits or incur the usage β they do not renew. The applicable price is shown at the point of purchase.
3. Cancellation
You may cancel your subscription at any time through your account settings or via the Merchant of Record's customer portal. When you cancel:
- Your plan remains active until the end of the current billing period.
- You will not be charged for subsequent billing periods.
- Cancellation does not, by itself, trigger a refund for the current period except as described below or as required by law.
4. Refunds
Refunds are not automatic. Cancelling or requesting a refund does not issue money back on its own β you must ask us. Send your request through Contact support (the in-app support form under Settings, or the Request a refund button on your Subscription page) or by email to [email protected]. Our team reviews each request individually (see How to Request a Refund below).
Only unspent credits are refundable. A refund can return only the Grappes Credits you have not yet consumed. Credits you have already spent on AI generation or other actions are non-refundable β the value has already been delivered and real third-party costs were incurred. Where a refund is approved, it is issued through the Merchant of Record and the corresponding unused credits are removed from your balance. Subscriptions are otherwise non-refundable except as described here or where required by law.
Statutory rights (EU/EEA and similar markets). If you are a consumer in the EU/EEA, you have a statutory right of withdrawal within 14 days of purchasing digital content or services. Digital-content exception. Grappes Credits are digital content that is supplied and consumed immediately when you generate content or otherwise use the Service. By purchasing and then starting to use your credits within the 14-day period, you expressly request immediate performance and acknowledge that you lose the right of withdrawal for credits that have been consumed. We present this acknowledgment at purchase where applicable. Credits you have not consumed within the withdrawal period remain eligible for withdrawal, and your statutory rights are not otherwise affected by this policy.
Discretionary refunds. Outside statutory rights, refunds are provided at our and the Merchant of Record's discretion, for example in cases of:
- Duplicate or accidental charges.
- Demonstrable technical failure of the Service that we could not resolve.
- Other circumstances we consider fair on a case-by-case basis.
Generally non-refundable. Except where required by law, the following are generally non-refundable:
- Credits that have already been consumed β that is, credits spent on AI generation or other actions that have already been performed (because real third-party costs were incurred).
- Top-ups and pay-as-you-go charges for usage already delivered.
- Subscription months already started and being used.
- Renewals you failed to cancel before the renewal date.
5. Free Plans and Trials
Free plans and any trial periods may be modified or discontinued at any time. If a trial converts to a paid plan, the conversion terms will be disclosed before conversion.
6. How to Request a Refund
Refunds are mediated by our support team β they are never issued automatically. To request one, use the in-app Contact support form (Settings β Contact support, or the Request a refund button on your Subscription page) or email [email protected], including your account email and the order/transaction reference. We review each request individually and aim to respond within 5β10 business days. When a refund is approved, we issue it via our Merchant of Record, Polar, to the original payment method, and remove the corresponding unused credits from your balance; already-consumed credits are not refunded. Processing times depend on the payment provider.
7. Chargebacks
If you have a billing concern, please contact us first β we want to resolve it. Initiating a chargeback without contacting us may result in suspension of your account pending resolution.
8. Changes
We may update this policy. Material changes will be posted with a new "Last updated" date.
9. Contact
[email protected] β 4 BEES D.O.O., KronΕ‘tatska 5, 11000 Beograd (Savski Venac), Serbia.