Refund & Cancellation Policy

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1. Merchant of Record

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.

This policy applies to all subscriptions and credit packs purchased for Sulf. Approved refunds are issued by Paddle to the original payment method.

2. 14-Day Refund Guarantee

You can request a full refund within 14 days of any purchase — a new subscription, a subscription renewal or a credit pack — for any reason, including simply changing your mind. When a purchase is refunded, the credits it added are removed from your balance.

To prevent abuse, we may decline a request where there is clear evidence of misuse of this guarantee, such as repeatedly buying, using and refunding credits. This never affects duplicate charges or your statutory rights.

3. Statutory Right of Withdrawal (EU & UK)

Consumers in the European Union and the United Kingdom also have a statutory right to withdraw from a purchase within 14 days without giving a reason.

Digital content: credits and subscription benefits are digital content supplied immediately after purchase. By generating images or videos or otherwise using credits, you ask us to begin performance immediately and acknowledge that you lose the statutory right of withdrawal for content already supplied. This does not limit the 14-Day Refund Guarantee above.

4. Cancelling a Subscription

You can cancel a subscription at any time, by any of these methods:

  1. Sign in and go to User Profile → Plans & Billing → Cancel Plan.
  2. Open any Paddle receipt email and click "Manage subscription".
  3. Visit paddle.net and look up your order.
  4. Email support@nzyre.studio and we will cancel it for you.

Cancellation stops the next automatic renewal. Your plan remains fully active until the end of the billing period you have already paid for, and you will not be charged again. Cancelling does not by itself refund the current period — if it was charged in the last 14 days, you can also request a refund as described below.

5. Other Situations We Always Refund

  • Duplicate billing: you were charged more than once for the same order, or charged after a confirmed cancellation — at any time, not only within 14 days.
  • Severe outages: a prolonged failure of the Service caused by us prevented you from using what you paid for.
  • Failed generations: if a generation fails because of a technical error, the credits charged for it are returned to your balance automatically — no request needed.

6. How to Request a Refund

Contact either of the following, including your account email and the order number from your Paddle receipt:

We respond to billing and refund requests within 24–48 business hours. Once approved, Paddle issues the refund to your original payment method; how long it takes to appear depends on your bank or card issuer.

7. Chargebacks

Please contact us or Paddle before opening a dispute with your bank — we can usually resolve billing problems faster. Accounts with an open chargeback may be restricted until the dispute is resolved.

8. Your Statutory Rights

Nothing in this policy limits the rights you have under the consumer protection laws of the country where you live. If the law gives you more than this policy does, the law applies.

9. Contact

[Official legal entity name], [Street address], [Postal code] [City], [Country] · support@nzyre.studio. See our Contact page for all support options.