Returns and refunds

Last updated 2026-09-28

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

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, and refunded automatically to your balance if it fails or is rejected in review, so you are never charged for work we couldn't complete or verify.

2. Unused credits

Unused credit packs are refundable in full on request within 14 days of purchase; used credits are not refundable; refunds are issued back through Creem, our payment processor.

3. Used credits

Credits spent on a job that completed and was verified are not refundable, because that work — the model call and the review described in our privacy policy — has already been performed. Credits reserved for a job that then fails or is rejected 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, and our own policy above already goes further: unused credit packs are refunded in full within that window on request. Because this is a digital service delivered as soon as a job is submitted, starting a job before that window 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. Credits from the same pack that remain unused are still covered by unused credits above.

5. How to request a refund

Email hello@groundedreply.com with your account email and the pack you'd like refunded. We process approved refunds back through Creem, our payment processor, to your original payment method.

6. ANPC

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

7. Contact details