Returns and refunds

Last updated 2026-10-02

GroundedReply is a digital service sold as prepaid credit packs, not physical goods, so "returns" here means refunds of unused credit packs. This page explains when that applies and how to ask.

1. What you buy

Pack	Credits	Price
Pack of 25	25	$25 USD
Pack of 100	100	$90 USD
Pack of 500	500	$400 USD
Pack of 2,000	2,000	$1,400 USD

Prices are in USD; applicable sales tax or VAT is calculated by Creem, our payment processor, at checkout. Credits never expire. Submitting a job reserves the credits it costs; they are captured only once the job completes successfully.

Credits are returned to your balance automatically if a job fails. If the second-model review could not run, nothing is delivered, the credits are returned to your balance and marketplace jobs are not billed. Empty documents are ignored. If every document in a job is empty, nothing is processed and the credits are returned to your balance. You are never charged for a job you submit that produces no result files. These returns to your balance are automatic and are not refunds.

2. Unused credits

The only money refund we offer is for a whole credit pack that has not been used at all, requested within 14 days of purchase. We refund it in full. Once you start a job with a pack's credits, that pack is no longer refundable in money: the rest of it stays on your balance and never expires.

3. Used credits

Credits spent on a job that completed are not refundable, because that work — the model calls and the automated review described in our privacy policy — has already been performed. Credits reserved for a job that then fails are returned to your balance automatically, at no cost to you and with nothing to request.

4. Right of withdrawal (EU consumers)

If you are an EU consumer, you ordinarily have 14 days from purchase to withdraw from an online purchase without giving a reason. Our own refund policy goes further, because it does not depend on that right and also covers businesses: an unused credit pack can be refunded within 14 days of purchase. Because this is a digital service delivered as soon as a job is submitted, starting a job before the withdrawal period ends means giving up the withdrawal right for the credits it uses. We collect that as an explicit request and acknowledgement — a checkbox at checkout, separate from simply submitting a job — before your first purchase can be used. Once you start a job with a pack's credits you give up the withdrawal right for that pack, and the rest of that pack is not refundable in money: it stays on your balance and never expires.

5. How to request a refund

1. Email hello@groundedreply.com within 14 days of purchase.
2. Include your account email, the pack you want refunded and your Creem order ID.
3. We issue the refund through Creem, to your original payment method.

If your request is not resolved within 7 days, you can escalate it to Creem through the Creem customer portal. Please do not start a chargeback before you have contacted us and Creem.

6. ANPC (consumers)

If you are a consumer, you may contact ANPC (the Romanian National Authority for Consumer Protection) if you are unhappy with how a refund request was handled: https://anpc.ro/, or use ANPC's SAL (alternative dispute resolution) service: https://anpc.ro/ce-este-sal/.

7. Contact details