Refund Policy

This Refund Policy applies to purchases of Pattrans Credits and forms part of our Terms of Service. It reflects how the Service works: you buy prepaid Credits and consume them as you translate. Tier packages are purchases of Credits and are covered by the same rules. Nothing in this Policy limits your mandatory consumer-protection rights.

1. Credits and how charging works

The Service is paid for with prepaid Credits — a prepaid usage credit that is not transferable, not exchangeable, and not redeemable for cash. Credits are consumed only for the translation work actually delivered.

2. Work not delivered is not charged

If a translation job is cancelled, fails, or expires before completion, the Credits reserved for the part not successfully processed and included in a usable Output are returned automatically to your Credit balance. You are charged only for the part actually delivered. The return of reserved Credits under this section is a restoration of your Credit balance, not a cash refund.

3. Completed translations

Credits validly consumed for a completed, usable Output are final and are not refundable. This does not limit any remedy available for a system error, incorrect Credit calculation, duplicate deduction, unusable Output or other non-conformity, including any remedy required by mandatory law.

4. Unused Credits

Purchased Credits that you have not used remain available in your account for translation and are not redeemable for cash or returnable to a payment method, except where a monetary remedy is required by mandatory law.

5. Overpayments and duplicate payments

If you pay more than the amount stated as due for a purchase, or make a duplicate payment for the same purchase, you may choose to (a) receive the excess amount as Credits, or (b) request a money refund of the excess or duplicate amount. Errors involving the calculation or consumption of Credits are remedied by correcting or restoring the affected Credits, unless mandatory law requires another remedy. We will review the available payment and account records to determine whether an overpayment or duplicate payment occurred; where those records reasonably establish an excess or duplicate payment, we will provide the remedy selected under this section. Any unresolved dispute remains subject to the complaint procedure in §10 and to mandatory law.

6. Refund costs

Unless mandatory law requires otherwise, the customer bears the actual bank or other third-party transfer fees incurred in making an eligible money refund. Those fees may be deducted from the refunded amount, and we will disclose the amount or calculation method before processing the refund.

7. How refunds are processed and paid

For purchases made directly from Pattrans, eligible money refunds are processed manually by bank transfer. For purchases made from a Merchant of Record or other authorised reseller, that seller processes any eligible money refund using the methods available under its own refund process. We may ask for a receiving bank account in the payer's name to help prevent fraud. We normally initiate an eligible refund within 15 business days after receiving the request and all complete and accurate information reasonably required to verify and process it; if verification or circumstances outside our reasonable control cause a delay, we will inform you of the reason and the expected next step.

8. Account closure and discontinuation of the Service

If you voluntarily close your account, unused Credits are not converted to cash and will cease to be usable after closure, except where mandatory law requires otherwise. If we close your account without your breach while the Service continues, we will restore access for a reasonable period or reissue your unused paid Credits to another account designated by you; unused Credits will not be refunded in money unless mandatory law requires otherwise. If we voluntarily discontinue the Service, we will give reasonable advance notice and provide a reasonable period during which you may use your unused Credits; any monetary refund required by mandatory law will be processed in accordance with this Policy. If Pattrans becomes subject to insolvency or liquidation proceedings, claims will be handled under applicable insolvency law. Your mandatory consumer-protection rights are unaffected.

9. Purchases through a reseller

If you purchased through an authorised reseller or Merchant of Record (typically international checkout), that party is the seller of record and solely administers any money refund for that sale under its own refund policy and process — please contact it for refunds, billing, tax and invoicing. Pattrans handles Software-related matters, including job failures, Credit restoration and account access, and will provide reasonable product-side information or assistance where needed to identify the responsible party. This allocation does not limit any mandatory consumer right.

10. How to request a refund, and complaints

Email support@pattrans.ai with your account email and the order reference. We aim to acknowledge within 5 business days and will notify you of the outcome and the reasons. If you disagree, you may escalate to us at the same address or use any dispute mechanism available under applicable law.

11. Your rights

Nothing in this Policy limits your mandatory rights under applicable consumer-protection law.