Refund Policy

This Refund Policy outlines the terms, conditions, and procedures governing refunds, credit restorations, and cancellation requests for purchases made on BookSpace.ai ("BookSpace", "we", "our", or "us").

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. Paddle (Paddle.com Market Ltd, Judd House, 18-29 Mora Street, London, EC1V 8BT, United Kingdom) handles payment method processing, invoicing, sales tax / VAT collection, customer billing inquiries, and currency conversions. When purchasing a subscription plan or credit package, you transact directly with Paddle under Paddle's checkout terms and buyer terms of sale.

Paddle also maintains a dedicated self-service buyer assistance portal at paddle.net, where customers can look up transactions, manage billing receipts, and review purchase histories.

Commercial refund eligibility for account subscriptions and purchases is structured around whether your BookSpace account has successfully completed the production of any book:

• Accounts with No Completed Books: Customers may submit a refund request for eligible payments if their BookSpace account has not successfully completed the production of any book. If you subscribed or purchased a package and the platform has not produced a completed manuscript for your account, your payment is eligible for review under our commercial refund policy.
• Accounts with One or More Completed Books: If one or more books have been successfully completed in your account, monetary refunds are generally unavailable for those purchases under our standard commercial policy. This rule exists because the production of a complete book incurs substantial, irreversible computing costs across our multi-stage AI architecture, as well as dedicated platform human review allocation.

Authoritative Backend Definition of a Completed Book: A book is determined to be "completed" strictly by authoritative backend and database state within our production ledger. Specifically, a book is completed only when its lifecycle reaches the final verified delivery milestone (the book record enters stage completed with 100% stage completion, and final multi-format deliverable files—such as DOCX, PDF, or EPUB—have been compiled and published to the author's workspace).

What Does NOT Count as a Completed Book: For the avoidance of doubt, the following do not constitute a completed book:

• An initial idea, prompt brief, or exploratory research outline.
• A work-in-progress draft undergoing research, chapter writing, or editorial review.
• A generation pipeline that encountered a fatal error, pipeline abort, or system failure.
• Simulated UI progress bars, temporary frontend states, or exploratory workspace notes.

Refund requests are not automatic. All requests remain subject to support verification, account transaction history, and applicable law.

BookSpace maintains rigorous engineering safeguards to prevent authors from losing credits or funds due to platform malfunctions. Customers may contact our support team at any time to report:

• Failed, stalled, or incomplete book generation runs.
• Credits deducted incorrectly or failing to restore after an interrupted generation stage.
• Manuscript file corruption or download failures that our system cannot repair.
• Platform infrastructure latency or API timeouts that halt generation without producing output.

Remedies for Technical Failures: Where a technical failure or incorrect credit deduction is verified by our engineering logs, we will promptly restore the deducted AI credits to your account balance with zero penalty. If you have no successfully completed books in your account and the technical issue cannot be resolved, you may request a full monetary refund of your eligible payment.

BookSpace offers recurring subscription plans (Creator, Pro, and Publisher) billed on a monthly or annual interval:

• Cancelling at Any Time: You may cancel your subscription at any time directly through your account settings dashboard or by contacting customer support.
• When Cancellation Takes Effect: Cancellation halts future renewal charges at the end of your current paid billing cycle. Your account retains full access to your plan features, book projects, and workspace benefits until the active billing period expires.
• No Automatic Retroactive Refund: Cancelling an active subscription prevents future recurring charges; cancellation alone does not automatically issue a refund for past or currently active billing periods.
• Annual vs. Monthly Subscriptions: Annual subscriptions are paid upfront for a 12-month period at discounted annual rates. If you cancel an annual plan, your subscription remains active through the end of the 12-month prepaid period. Mid-term prorated cash refunds are not issued for cancelled annual plans unless required by mandatory consumer laws or approved under our no-completed-books criterion within the initial purchase window.
• Credit Rollover on Cancellation: On Pro and Publisher plans, unused accumulated rollover credits remain accessible in your workspace until the final day of your current paid billing period.

Authors may purchase standalone credit packages (such as Starter, Growth, Advanced, Studio, or Power credit packs) to expand their manuscript capacity:

• Unused Credit Packages: If you purchase a credit package, zero credits have been consumed from that package, and your account has no completed books, your payment is eligible for a refund request under our standard no-completed-books criterion, subject to support review and transaction verification.
• Consumed Credits: Because computational inference and GPU resources are permanently spent as manuscript text is generated, purchased credits that have already been consumed in active or completed book stages are non-refundable.
• Reservation Holds: When an AI generation job begins, credits are placed on temporary reservation hold. If a job fails or is aborted before completion, our server-authoritative credit ledger automatically releases the held credits back to your available balance.

We treat billing integrity with the utmost seriousness. If you notice any of the following:

• An accidental duplicate charge resulting from network lag or repeated checkout clicks.
• An unauthorized transaction or suspected fraudulent use of your payment method.
• An incorrect currency conversion, tax rate, or subscription tier discrepancy.

Independent Investigation: Billing errors, duplicate transactions, and unauthorized charges are investigated independently by our team and Paddle, regardless of whether your account has previously completed a book. The completed-book restriction will never be used to deny correction of an erroneous, duplicate, or fraudulent charge.

Upon verification of an erroneous charge, a full refund for the duplicated or invalid amount will be issued promptly through Paddle to your original payment method.

BookSpace provides customer assistance 24 hours a day, 7 days a week through our verified support channels:

• Support Email (24/7): support@bookspace.ai
• Online Contact Center: BookSpace.ai Contact Center
• Telephone Assistance: +1 (681) 435-4541
• Paddle Buyer Portal: paddle.net

How to Submit a Refund or Billing Inquiry: To help us resolve your inquiry as quickly as possible, please include the following details in your message:

• Your registered BookSpace account email address.
• Your Paddle Transaction ID (typically begins with txn_) or order invoice number.
• The date and amount of the transaction.
• A clear description of the issue (e.g., technical generation error, duplicate charge, or cancellation inquiry).

When you submit a refund or billing correction request, our support and billing specialists review your inquiry against our production logs, credit ledger, and Paddle transaction records:

• Initial Acknowledgment & Review: Our team aims to review and respond to incoming billing and refund inquiries within 1 to 2 business days.
• Refund Approval & Execution: Once a refund is approved, the transaction adjustment is executed immediately via the Paddle Merchant of Record gateway.
• Financial Institution Settlement: Once Paddle issues the refund, the time required for the funds to reflect on your statement depends on your payment provider and issuing bank. Standard card networks typically take 5 to 10 business days. PayPal transfers may settle sooner, while international banking transfers may take additional processing time.

We do not make speculative guarantees regarding exact bank posting times, as settlement schedules remain under the exclusive jurisdiction of your financial institution.

Nothing in this Refund Policy is intended to exclude, limit, or modify any statutory consumer guarantees, statutory rights of withdrawal, or mandatory legal remedies provided under consumer protection legislation in your jurisdiction:

• European Union & United Kingdom Consumers: Under EU and UK consumer contracts regulations, consumers generally have a 14-day right of withdrawal from distance contracts. However, for digital content and services, this right of withdrawal ceases once digital performance has begun with the consumer's prior express consent and acknowledgment that they lose their right of withdrawal. In BookSpace, initiating book generation or consuming AI credits constitutes the commencement of digital performance. If no performance has begun, your statutory withdrawal rights remain fully intact.
• Other Jurisdictions: If local legislation mandates specific cooling-off periods or warranty remedies that cannot be lawfully waived by contract, those mandatory rights shall take precedence over any conflicting terms in this policy.

We may update this Refund Policy periodically to reflect enhancements to our generation workflow, operational changes, or updates to Paddle Merchant of Record guidelines. When material revisions occur, we will post the revised policy on this page with an updated modification notice.

This Refund Policy forms an integral part of our legal framework and must be read alongside our Terms of Service and Privacy Policy.