Refund and Cancellation Policy

This policy forms part of the Terms and Conditions for paid Poplex API services sold by Poplex Technologies LLC — A Wyoming Limited Liability Company, United States. Contact: support@poplextcg.com. Public contact location: Sheridan, Wyoming, United States. This identifies a location, not a postal delivery address. A signed enterprise order can vary this policy only where it expressly does so and law permits. Nonwaivable rights always prevail.

1. Cancellation and renewal

Cancel any time through the account's billing controls or by emailing support@poplextcg.com from your account address. Cancellation stops future renewals. Paid access continues until the end of the period already paid for, then the account moves to Free. Cancellation alone does not produce a prorated refund of unused time. The refund grounds below remain available.

An email cancellation is effective when we receive a clear request that reasonably identifies the account, even if processing takes longer. We confirm it and refund a renewal charged after that effective cancellation. If identity is unclear, we promptly request only the information reasonably needed to identify and protect the account. Cancelling does not erase a charge you already expressly approved, including a disclosed upgrade proration. You do not have to give a reason, attend a call or accept a retention offer to cancel.

2. First paid purchase

We refund your first paid subscription payment in full if you request it within 14 consecutive days after the successful payment and your organization has used no more than 10% of the monthly request allowance purchased with that payment. Exactly 10% qualifies. The window begins at the payment timestamp and ends at the same time 14 days later; receipt of your email within that window is sufficient.

Usage for this test is successful billable standard API requests made after that payment and before receipt of your refund request, across all keys in the organization, including requests on both sides of a calendar-month reset. Divide that count by the monthly allowance purchased with the first payment. Free-plan activity before payment does not count. Calendar resets, replacement keys, upgrades and downgrades do not restart the refund clock or erase counted usage. Upgrade payments do not receive a new first-payment window. We will not deny a request solely because our records cannot reliably establish whether usage exceeded the threshold.

For example, a first Pro purchase with 25,000 included monthly requests qualifies at 2,500 counted requests or fewer during that interval. This example explains eligibility; it does not change the API's calendar-month allowance reset.

The first-payment refund is available once per customer organization, including a sole proprietor, rather than once per key or recreated account. It supplements any mandatory cancellation or refund right; a statutory right is not subject to this usage condition unless applicable law permits that condition. This voluntary offer does not imply that the statutory consumer withdrawal rules of another country apply to every US business purchase.

3. Incorrect charges

We refund duplicate payments, unauthorized charges established after reasonable investigation, and any amount charged above the price and tax properly disclosed and approved. A refund correcting an extra charge leaves the legitimately paid subscription in place. We may suspend a compromised payment method or account to prevent further misuse, without treating the fact that you raised a payment concern as misconduct.

4. Service failure and rights withdrawal

If a material failure of Poplex prevents the paid service from working substantially as described, we will investigate and refund the affected portion of the fee or, if you prefer, provide an equivalent account credit. A material failure includes an extended outage or repeated failures that substantially prevent ordinary use of a core paid function; a brief isolated interruption, missing individual record or properly applied request limit does not by itself qualify. There is no minimum outage duration that overrides a remedy required by law.

If we withdraw a material paid data or image-delivery feature because we cannot lawfully continue providing it, or discontinue your paid service for our convenience, you may cancel and receive a refund of the unused affected portion. If the loss makes the remaining subscription substantially unusable for its stated purpose, we refund the unused remainder of the subscription, rather than assigning an artificial small value to the lost feature.

We calculate a time-based refund from the fee paid for the affected billing period, multiplied by the affected time divided by the total time in that period. If the failure affects only part of the service, we explain any fair allocation and offer a cash refund rather than forcing a credit. A credit requires your agreement and does not require renewal. Contact us promptly, preferably within 30 days after discovering the issue; that preference does not shorten a statutory claim period or bar a claim solely because you reported it later. We do not promise an uptime percentage or a separate service-level credit unless your signed order provides one.

5. Request and processing

Email support@poplextcg.com with your account email, the relevant payment date or invoice identifier, and a brief description. Do not send full card numbers, passwords or API keys. We acknowledge requests within 3 business days and normally decide a complete request within 10 business days. If more time is reasonably necessary, we explain why and give an expected response date. Business days are Monday through Friday, excluding US federal holidays.

We initiate approved refunds within 5 business days after approval, normally to the original payment method. Your bank or payment provider may take additional time to post the funds. If that method cannot receive a refund, we arrange a lawful alternative after verifying identity. We return applicable tax attributable to the refunded amount and provide the relevant adjustment record. We do not deduct our payment processing fee from a refund due under this policy.

Contacting us can help resolve a charge, but it is not a condition of exercising a card-network dispute right or a legal remedy. We do not penalize a good-faith complaint. We may coordinate with a payment provider to prevent duplicate reimbursement of the same amount.

6. Access following a refund

A full refund of the valid subscription fee ends the paid access funded by that fee and moves the account to Free when the refund is applied, unless we agree otherwise. A partial service-failure refund does not automatically terminate the remaining paid entitlement. Correcting a duplicate, excess charge or tax amount does not cancel access supported by a valid payment. Account closure and deletion follow the Privacy Notice and do not happen automatically merely because a refund is requested.

7. Failed renewals

If a renewal fails, we notify the account contact and may ask the payment provider to retry. Ordinary failed renewals have a grace period ending no later than 7 days after payment was due. If still unpaid at that point, the account moves to Free. A successful payment restores the appropriate paid plan once confirmed. Fraud, a compromised account, legal restrictions or an existing lawful suspension may require earlier restrictions. We do not charge late fees. Retry timing does not extend the grace period beyond its stated bound.

8. Changing plans

An approved upgrade takes effect immediately. Before you confirm, we show the provider-calculated charge or credit for the remainder of the current paid period and when it will be collected. We do not make an undisclosed upgrade charge. A downgrade takes effect at the next renewal, with the current entitlement continuing until then. Business upgrades require prior contact and Enterprise terms are by quote.

Plan changes do not create a second monthly reset or roll unused allowance forward. Successful requests already recorded in the calendar month remain counted against the applicable monthly allowance. The payment anniversary and the first-of-month usage reset are separate. We disclose the resulting entitlement before confirming a change.

We give at least 30 days' advance email notice of a subscription price increase. It applies only at a renewal on or after that notice period, and you can cancel first. There is no free trial that automatically becomes a paid plan, and Free never upgrades automatically. Other refunds are not offered unless required by law, a signed agreement or this policy.