Refund Policy

Effective date: August 4, 2026

This Refund Policy applies to paid Ember AI credit packs purchased through Freemius. Freemius is the Merchant of Record for new Ember AI orders and administers payment collection, receipts, taxes, and approved refunds. Historical Paddle purchases remain subject to the policy and support process applicable when they were ordered.

1. Requesting a refund

Use the Freemius receipts link in your Ember AI dashboard or the management link in your transaction email to review your order and request assistance. You may also contact support@emberwp.com for product support before or alongside a refund request.

2. Eligibility

Refund eligibility is determined under the Ember AI refund terms presented by Freemius at checkout and applicable consumer-protection law. Credits already consumed through AI actions are generally non-refundable because the underlying service has been delivered. Mandatory cancellation, withdrawal, defect, and refund rights in your country are not limited by this policy. Submitting a request does not guarantee approval unless applicable law requires it.

3. Technical problems

If a persistent technical problem materially prevents you from using the paid Service as described, contact support@emberwp.com with your account email, a description of the problem, and relevant error details. We will make reasonable efforts to investigate and resolve the issue. If it cannot be resolved, include that information with your refund request.

4. One-time purchases

Credit packs do not renew automatically and do not require cancellation. A completed purchase is not automatically refundable. Refund eligibility is determined as described above and by applicable law.

5. Refund effects and timing

Approved refunds are returned by Freemius to the original payment method where possible. Processing time depends on the payment method and financial institution. When a full refund or payment reversal is approved, the credits associated with that purchase may be removed from your account. Tax-only and partial refunds are reviewed separately and do not automatically remove an entire credit pack.

6. Chargebacks

Please contact us through the Freemius Customer Portal or at support@emberwp.com before initiating a chargeback so the issue can be investigated. A chargeback or payment reversal may suspend the related credits while it is reviewed. This does not limit any rights you have under applicable law or payment-network rules.

7. Changes and contact

We may update this policy to reflect changes in the Service, Freemius’s policies, or applicable law. The effective date above identifies the current version. Product-support questions may be sent to support@emberwp.com; payment and refund requests may also be submitted through the Freemius Customer Portal.