Refund Policy
Last Updated: October 24, 2025
Thank you for choosing Custom GPT Solutions LLC (“Custom GPT Solutions,” “we,” “us,” or “our”). This Refund Policy explains when and how we issue refunds for purchases of our websites, software, hosted conversational agents, subscriptions, downloadable digital content, APIs, and professional services (collectively, the “Services”). This Refund Policy forms part of our Terms and Conditions.
1. Scope and Definitions
Customer, you, your: The individual or legal entity purchasing the Services.
Subscription: Time-based access to the Services (e.g., monthly or annual plans).
One-Time Digital Purchase: A non-recurring license (e.g., a downloadable study guide).
Professional Services: Custom configuration, implementation, or development work performed by us under a statement of work or order.
Order: The checkout selection, plan enrollment, or signed order form specifying Services, term, and fees.
Start Date: The earlier of (i) the date Services become available for use, or (ii) the billing start date shown in the Order.
2. General Principles
- We aim to resolve issues via support and, where appropriate, provide a refund or a service credit
- Refunds are issued to the original payment method only.
- We may request reasonable cooperation to diagnose issues (e.g., screenshots, error logs, account identifiers).
- Abusive, fraudulent, or excessive refund requests may be denied and may result in account suspension.
3. Subscriptions
3.1 First-Purchase Guarantee (14 days). For a customer’s first paid subscription to any Service, you may cancel for any reason within 14 days of the Start Date for a full refund of the initial term’s fees.
3.2 Renewals. Renewal charges are non-refundable. However, if you did not intend to renew and you request cancellation within 7 days after renewal and there has been no meaningful use after the renewal (e.g., no prompts submitted, no API tokens consumed), we will refund the renewal and cancel access immediately.
3.3 Cancellations mid-term. Cancellations take effect at the end of the then-current term and are not refunded or pro-rated, unless required by law or expressly stated in your Order.
3.4 Upgrades and downgrades. Upgrades take effect immediately and may be charged pro-rata for the remainder of the term; downgrades apply at the next renewal. Upgrade fees are non-refundable once the upgrade is provisioned.
4. One-Time Digital Purchases
4.1 Technical or delivery issues. If a purchased file is corrupted, inaccessible, or materially mis-described, and the issue persists after reasonable troubleshooting with our support team, we will refund the purchase.
4.2 Accessed/consumed content. If the content has been substantially accessed, downloaded, or used, refunds are generally not available, except where the item remains materially non-functional after troubleshooting.
4.3 Duplicate purchases. Verified duplicate purchases made in error will be refunded.
5. Professional Services (Not Sold via Paddle)
5.1 Deposits and retainers. Unless your Order states otherwise, deposits are refundable until work begins, minus any non-recoverable third-party costs.
5.2 Milestones. Milestone payments are non-refundable once the corresponding deliverable is provided. We will correct material defects that deviate from the agreed specifications within a reasonable cure period.
5.3 Cancellations for convenience. If you cancel after work has begun, we will invoice for work performed to date and non-recoverable costs; any prepaid amount in excess of tthat sum will be refunded.
6. Trials, Betas, Promotions
6.1 Trials and betas. No charges apply during a free trial; if you convert to a paid plan, the rules in Section 3 apply from the Start Date. Beta features are provided “as is” and are not refundable.
6.2 Discounts and promo codes. Promotional pricing, coupons, and free months have no cash value and are not refundable.
6.3 Gift cards and credits. Prepaid credits and gift cards are non-refundable except as required by law.
7. Service Credits vs. Refunds
For unplanned downtime or degraded performance attributable to us, we may issue service credits rather than cash refunds, unless your Order or an applicable SLA provides otherwise. Service credits apply toward future invoices and are not cash equivalents.
8. Chargebacks and Payment Disputes
If you dispute a charge with your card issuer or payment provider before contacting us, we may temporarily suspend your account pending resolution. To avoid interruption, please contact us first; in many cases we can resolve the issue quickly and, where appropriate, arrange a refund under this Policy.
9. How to Request a Refund
Email support@customgptsolutions.ai with subject line Refund Request and include:
- Purchaser name, email, and account ID;
- Order number or transaction ID;
- Date of purchase and product/plan name;
- Description of the issue and steps already taken.
Response times. We acknowledge receipt within 3 business days and typically decide within 7 business days after receiving the necessary information. If approved, refunds are processed within 5–10 business days to the original payment method. Processing times by banks and card networks may vary.
10. Region-Specific Rights (Overview)
EU/UK consumers. You may have a 14-day withdrawal right for distance purchases. However, for digital content not supplied on a tangible medium and digital services begun during the withdrawal period, you may lose that right after you expressly request immediate performance and acknowledge this consequence at checkout. Where a statutory right applies and has not been waived, we will honor it in accordance with the applicable law.
Other jurisdictions. If local consumer protection law grants you additional rights that
conflict with this Policy, we will comply with those laws.
11. Exclusions
Refunds are not available for: (a) subscriptions outside the windows in Section 3, (b) substantially accessed or consumed One-Time Digital Purchases that function as described, (c) Professional Services milestones that have been delivered, (d) issues caused by third-party systems outside our control (e.g., your network, browser, device policies), (e) taxes, duties, wire fees, or currency conversion charges, and (f) abusive or fraudulent usage.
12. Changes to this Policy
We may update this Policy from time to time. Material changes will be announced via email, in-product notice, or on our website. The effective date will be updated above. Your continued use of the Services after changes take effect constitutes acceptance of tthe revised Policy.
13. Contact Us
Email: support@customgptsolutions.ai
Postal: Custom GPT Solutions LLC, 8 The Green # 18910, Dover, DE 19901, USA
