1. Who processes refunds
All purchases on VoxyAI are sold and processed by Paddle.com Market Ltd as the Merchant of Record. That means Paddle issues the refund to your original payment method and handles any related tax adjustment. We approve or decline the request under this policy; Paddle executes it.
This policy is part of, and should be read with, our Terms of Service and Privacy Policy.
2. 14-day money-back guarantee
If you are not satisfied with your first purchase of a subscription plan, you may request a full refund within 14 calendar days of the transaction date. No reason is required.
If you have already generated audio on that plan, we deduct the value of the characters you consumed and refund the remainder. The deduction is calculated pro rata against the price you paid. If you consumed the entire allowance, the purchase is not refundable.
The guarantee applies once per customer. Subsequent renewals and repeat purchases of the same plan are not covered by the 14-day guarantee, though you may cancel them at any time to stop future charges.
3. Credit packs
One-time credit packs are refundable within 14 days of purchase if none of the credits have been used. Once any credits from a pack have been consumed, the pack is treated as delivered and is no longer refundable, because the underlying synthesis cost has already been incurred with our speech providers.
If a pack was purchased by mistake and remains completely unused, contact us and we will arrange the refund through Paddle.
4. How to request a refund
Either route works:
- Email us: write to hello@voxyaudio.com from the email address on your account, with the Paddle order reference (it starts with a number and appears on your receipt).
- Paddle buyer portal: open the link in your Paddle purchase receipt, select the order, and choose the refund option. Paddle will forward the request to us.
We reply within two business days and aim to decide within five business days of receiving a complete request.
5. Timing & method
Approved refunds are issued by Paddle to the original payment method in the original currency. Card refunds typically appear within 5 to 10 business days, depending on your bank; some issuers take up to one full billing cycle. Any currency conversion difference is set by your bank, not by us.
Where taxes were collected, they are refunded together with the purchase amount in accordance with Paddle’s tax handling.
6. What we cannot refund
- Subscription periods that have fully elapsed, or characters already consumed.
- Credit packs where any credits have been used.
- Repeat refund requests on the same account after a previous refund (abuse of the guarantee).
- Accounts terminated for a material breach of our Terms of Service — for example, using the Service to impersonate a real person without consent, or to generate unlawful content.
- Purchases made through a reseller or a channel other than Paddle; those must be refunded by that reseller.
- Amounts below the payment processor’s minimum refund threshold, where the processor cannot issue a partial refund.
7. EU/UK consumer withdrawal right
Consumers in the European Union and the United Kingdom normally have a 14-day right to withdraw from a distance contract. Because VoxyAI delivers digital content and services immediately, you agree at checkout that supply begins right away. Where you have already used the Service (generated audio), the digital content is deemed delivered and the withdrawal right is lost to the extent permitted by law.
If you have not used the Service, your statutory withdrawal right applies in full and this policy honours it without any additional condition. Nothing here reduces rights you have under mandatory consumer law in your country.
8. Chargebacks
Please contact us before opening a chargeback with your bank — a refund is usually faster. Filing a chargeback for a transaction that falls within this policy may result in the account being suspended while the dispute is investigated. We cooperate fully with Paddle and card networks during disputes.
If you believe a charge is fraudulent, tell us immediately so we can lock the account and help you recover it.
9. Contact
Refund questions: hello@voxyaudio.com — we reply within two business days.
Seller: Zhang Qiang, individual developer, China · Merchant of Record: Paddle.com Market Ltd, Judd House, 18-29 Mora Street, London EC1V 8BT, United Kingdom.