Refund Policy

Last updated:

  1. 1 - Who we are

    • 1.1 - Company: Kirigami Paper, Lda. (“Kirigami”, “we”, “us”).
    • 1.2 - Contact: Refunds & support: support@kirigami.ai.

  2. 2 - Scope

    • 2.1 - Coverage: This policy applies to purchases of prepaid Packages of analyses for the Kirigami Service.
    • 2.2 - MoR: All payments are processed by Paddle.com Market Limited (“Paddle”), our Merchant of Record.

  3. 3 - Merchant of Record (Paddle)

    • 3.1 - Role: Paddle issues invoices/receipts, calculates and collects taxes, and processes refunds and chargebacks.
    • 3.2 - Buyer terms: Your checkout is also governed by the Paddle Checkout Buyer Terms (see Paddle’s website).
    • 3.3 - Privacy: For how Paddle handles buyer data, see the Paddle Privacy Policy (see Paddle’s website).
    • 3.4 - Support: You may contact Paddle Buyer Support or email support@kirigami.ai and we will coordinate with Paddle.

  4. 4 - What’s refundable

    We consider refunds in the following cases:

    • 4.1 - Duplicate or erroneous charge: Accidental repeat purchase or clear billing error.
    • 4.2 - Technical failure: A failure on our side that prevents delivery of your report and is not promptly resolved after support.
    • 4.3 - Misfire: The analysis clearly did not run as intended and we cannot promptly re-run it successfully.

  5. 5 - What’s not refundable

    • 5.1 - Used analyses: Once an analysis has begun, the used credit is not refundable, except where the failure is attributable to us.
    • 5.2 - Abuse or fraud: We may decline refunds where we reasonably detect abuse, fraud, or repeated refund requests after successful analyses.
    • 5.3 - Legal limits: Where law or payment rules prevent a refund, we will explain the reason.

  6. 6 - EU right of withdrawal (14 days)

    • 6.1 - Right: EU consumers may withdraw within 14 days of purchase without giving a reason.
    • 6.2 - Immediate start: If you asked us to start immediately (see Terms §5.9) and we fully performed within those 14 days, the right of withdrawal does not apply to that analysis.
    • 6.3 - Partial performance: If performance was partial when you withdraw, we may retain a pro-rata amount for the part already delivered.
    • 6.4 - How to exercise: Email support@kirigami.ai with a clear statement (you may use the EU Model Withdrawal Form).

  7. 7 - How to request a refund

    • 7.1 - Choose either route:
    • 7.2 - Coordination: We coordinate with Paddle to review your request and provide any required information.
    • 7.3 - Outcome: Approved refunds are processed by Paddle to the original payment method. Timing depends on your bank/provider.

  8. 8 - Timeframes & evidence

    • 8.1 - Time to claim: Please contact us promptly after the issue; earlier notice helps resolution.
    • 8.2 - Proof: We may request relevant details (e.g., order ID, screenshots, error messages) to verify and improve the Service.

  9. 9 - Launch offers & promotions

    • 9.1 - Special terms: Promotional packages (e.g., launch discounts) may have shorter validity or specific conditions shown at purchase.
    • 9.2 - Consistency: Refund evaluation follows this policy and the conditions presented at checkout.

  10. 10 - Pay-as-you-go reminder

    • 10.1 - No subscriptions: Kirigami is pay-as-you-go; there are no auto-renewals.
    • 10.2 - Credits: Each analysis consumes one credit; iterations of the same document each consume one analysis (see Terms §5).

  11. 11 - Taxes & currency

    • 11.1 - VAT/sales tax: Taxes are shown where applicable and handled by Paddle at checkout.
    • 11.2 - Currencies & methods: Available payment methods and currencies appear in the Paddle checkout for your region.

  12. 12 - Data after a refund

    • 12.1 - Deletion: Refunds do not automatically delete your content. You can delete files in the dashboard at any time.
    • 12.2 - Purge: When you delete content, we remove it from active systems immediately and purge backups within 30 days (see Privacy §10.1).
    • 12.3 - Records: We retain minimal records we are legally required to keep (e.g., billing), which do not include your manuscript contents.

  13. 13 - Changes to this policy

    • 13.1 - Notice: We may update this policy. If changes are material, we will notify you (email and/or in-product) at least 14 days before they take effect.
    • 13.2 - No retroactivity: Changes will not apply retroactively to already completed refunds.

  14. 14 - Contact

    Questions or requests about refunds? Email support@kirigami.ai or contact Paddle Buyer Support (https://www.paddle.com/billing/customer-support).