This Refund Policy explains when and how you can get a refund. It works together with our Terms and Cancellation Policy.
Who processes your payment
Payments are processed by Lemon Squeezy as our Merchant of Record and authorized reseller: you purchase from Lemon Squeezy, while the Service itself is provided to you by us, Project Moneyball. Lemon Squeezy takes payment, charges and remits any sales tax or VAT, and processes refunds and chargebacks. When we approve a refund, Lemon Squeezy issues it to your original payment method. Lemon Squeezy's own buyer terms also apply, and Lemon Squeezy may, at its discretion, issue a refund within its standard window (currently up to 60 days) to prevent a chargeback.
What you are buying
STUDIO is sold as prepaid calls. One call scores one conversation, across every diagnostic layer. New accounts also get a few free calls to try the product. Calls are sold as one-time call packs, as shown on our pricing page: a purchase of calls that stay on your account until used, with no metered overage. They never expire.
The general rule: used calls are non-refundable, unused calls always are
STUDIO is a digital service delivered immediately. A call is used the moment a conversation is scored, and the result is delivered to you at that point. Because the value has already been delivered, calls used to score a conversation are non-refundable, except where the law requires otherwise. Your unused calls, however, are always refundable, as described below.
Unused calls are always refundable
You can request a refund of your unused calls at any time, with no time limit and no once-only restriction. Calls you have already used to score a conversation are deducted at the standard per-call rate; the remaining unused balance is refunded in full.
- Call packs: we refund your unused calls. Calls you already scored are deducted at the standard per-call rate.
Refunds we always honor
Regardless of anything above, we will always refund you when:
- you were charged in error, charged a duplicate, or charged after a valid cancellation; or
- the service materially failed to work as described and we could not fix it within a reasonable time after you told us.
How to request a refund
Email [email protected] with your order or receipt number and a short note about what happened. We aim to respond within a few business days. If your request is eligible, Lemon Squeezy refunds your original payment method; refunds can take up to about 10 days to appear on your statement, and any tax collected is returned with them. You can also contact Lemon Squeezy directly using the receipt you received at purchase.
Please contact us before opening a chargeback or payment dispute — a chargeback can suspend your account while it is investigated, and we can almost always resolve a genuine issue faster.
Your statutory rights
Nothing here limits any mandatory consumer rights you have under applicable law. For example, consumers in the EU and UK generally have a 14-day right of withdrawal for online purchases. Where you ask us to begin the service immediately and then withdraw, we may charge for the portion you have used, in proportion to the full contract, as the law permits. STUDIO is sold for business use; where you buy as a business, some consumer-specific rights may not apply.
Changes
We may update this policy and will post the new version here with an updated date. The policy in effect when you buy applies to that purchase.
Provider & contact
The Service is provided by Project Moneyball, Israel. Questions about a refund? Email [email protected].