Refund policy

This policy says when you can get your money back for what you buy on System One Models, credit packs and plans, and how to ask. It is part of our Terms of Service.

Who sells to you

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Paddle's buyer terms apply to every purchase. Gilver.ai, Inc. operates System One Models.

Credit packs

• Within 14 days of buying a pack, the part of its credit you have not used is refunded if you ask: all of it if you have used none, otherwise what is left of it.
• Your paid credit is one balance, spent after any free or granted credit, and what it pays for is taken from your oldest pack first. For example, if you buy a $10 pack and then a $25 pack and spend $12 of paid credit, the $10 pack is used up and $23 of the $25 pack can be refunded.
• Paid credit a System One Studio job is holding counts as used until the job gives it back.
• If your paid credit was below zero when you bought a pack (after a refund, a reversal or a dispute of an earlier payment), the pack paid that off first, and that part of it counts as used. For example, with paid credit at -$8, a new $10 pack leaves $2 of paid credit, and $2 of it can be refunded.
• After 14 days, a pack is not refunded. Its credit stays on your account: paid credit never expires.
• When a pack, or part of it, is refunded, that much credit is taken off your balance.

Plans

This section covers plans bought through checkout: Developer, a person's plan, and Team, an organisation's plan, bought by one of its owners. Their prices are on the pricing page.

• A plan is a monthly subscription. It renews, and is charged, each month until you cancel it.
• You can cancel at any time from Settings → Billing, which opens Paddle's customer portal, or from the link in Paddle's emails about your subscription. The plan stays until the end of the month you have paid for, then ends, and nothing more is charged.
• The first payment of a new subscription is refunded in full if you ask within 14 days of it and none of the plan's included GPU tokens have been used (for Team, by any member).
• Renewals are not refunded, and neither is part of a month, including when you cancel during it.
• A refunded plan payment ends the plan at once.

A plan our team grants by hand, or one under a written agreement (such as a Dedicated GPU or Enterprise), follows that grant or agreement, not this section.

Free and granted credit

Free credit, and credit from a promotion, a referral, a code or a grant from System One, is never refunded, never counts as part of a pack, and cannot be exchanged for cash. A refund covers only what you paid.

How to ask for a refund

• Write to [email protected] from your account's email address, with the receipt Paddle emailed you or its order number. Settings → Billing has a receipt for each pack.
• Or ask Paddle directly at paddle.net, with the same details.

If you delete your account, its credit is lost: ask for any refund this policy covers first.

Where the money goes

Refunds are made by Paddle, to the payment method you paid with. A refund includes the tax you paid on what it refunds. How long it takes to reach you depends on your bank or payment provider.

Paddle's own refund policy

Paddle may also refund an order under its own refund policy, at its discretion, including where this policy would not. When Paddle refunds an order, the credit it bought is taken back or the plan it paid for ends, as with any refund.

Chargebacks

If something is wrong with a payment, please ask us or Paddle first: it is usually the quickest way to put it right. If you dispute a payment with your bank or card issuer instead, the credit it bought is taken back while the dispute is open, and your balance may fall below zero, or the plan it paid for ends at once. If the dispute is closed in our favour, the credit comes back.

Your statutory rights

Nothing in this policy limits rights you have under consumer law that cannot be waived. If the law where you live gives you more, such as a right to withdraw from a purchase within a set time, you have that right too, as the law and Paddle's refund policy describe.

Changes

We may change this policy. A change applies to purchases made after it is published here; the date at the top says when it last changed.

Contact

Gilver.ai, Inc., operator of System One Models · [email protected]