Refund Policy

What is refundable

You may request a refund within 14 days of purchase if the credits, subscription or service you paid for have not been used, consumed or downloaded.

• Unused credit packs purchased in error or no longer needed.
• Duplicate charges caused by a checkout being processed more than once.
• Subscriptions cancelled within 14 days and with no usage during that period.
• Payments where the service was not delivered due to a platform fault on our side.

What is not refundable

We cannot refund value that has already been consumed, downloaded or processed through the platform.

• Credits that have already been spent on analysis, reports, exports or AI features.
• Subscription periods that have already elapsed, including partial months.
• Custom enterprise invoices or services that have already been performed.
• Fees charged by your payment provider, card issuer or bank.

How to request a refund

Email support@nanofora.com from the address associated with your account. Include the receipt number, payment date and the reason for the refund. We aim to respond within two business days.

If you are a workspace owner, you can also open a support conversation from the in-app help panel and reference the purchase there.

Refund process

Approved refunds are returned to the original payment method. Processing times depend on the provider:

• Stripe and PayPal: 5–10 business days.
• Paddle: 5–10 business days, depending on your bank or card issuer.

Disputes and chargebacks

If you initiate a chargeback or payment dispute before contacting us, we may suspend access to your workspace until the dispute is resolved. We encourage you to reach out first so we can resolve the issue quickly.

Changes to this policy

We may update this policy. Material changes will be posted on this page with a revised date. Refund requests are evaluated under the policy in effect at the time of purchase.

Contact

For refund questions, contact support@nanofora.com or use the support chat on this site.