Refund Policy

Last updated 7 September 2026 · Forms part of the Terms of Service.

The short version

If the Service did not work as described, we refund it. If you bought a pack and did not use it, we refund it. Ask us before you contact your bank — we will almost always say yes, and we will say it faster.

1. Try before you commit

There is no free trial, but creating an account, building an assistant and indexing your content cost nothing — so you can see exactly what the assistant would be working from before you pay. The smallest way in is a one-off pack of 200 answers for EUR 24, with no subscription attached, so a first purchase is low risk.

2. When we refund in full

We refund the whole pack where:

• The Service was materially unavailable or did not perform as described in our documentation, and we could not fix it in reasonable time.
• You were charged twice, or charged the wrong amount.
• You bought a pack by mistake and tell us within 14 days, provided no more than a handful of its answers have been used.
• You bought a pack, used none of it, and tell us within 30 days of the charge.
• Someone used your payment method without authority.

3. When we normally do not refund

• Packs that have been substantially used. If your assistant has answered most of the pack, the Service was delivered.
• Dissatisfaction with answers the Service correctly declined or flagged as low confidence. We report a confidence score and cite sources; we do not warrant that any individual answer is correct, and this is stated before purchase.
• Answers that have expired. Packs are valid for 12 months; the date is shown before you buy, in your order confirmation and on your billing page, and we email you before it arrives. Expired answers are not refunded.
• Accounts suspended for breach of the Acceptable Use Policy.
• Requests made more than 90 days after the charge.

Even here, ask. We would rather refund a borderline case than have an unhappy customer.

4. Partly used packs

There is no subscription and nothing to cancel, so there is no "remaining period" to think about. If a pack has been partly used, we refund the unused answers at the price you paid per answer, at our discretion, if you ask within 30 days of purchase.

Where we discontinue the Service, we refund the unused portion of every pack pro-rata.

Answers cannot be transferred to another account or exchanged for cash; a refund goes back to the payment method you used.

5. How to request one

Email support@sprosimo.net from the address on the account with the charge date and amount. No form, no phone call, no retention script.

We aim to decide within 2 business days. Approved refunds go back to the original payment method through Stripe. Your bank typically takes a further 5–10 business days to show it.

6. Refunds are always in full, never partial

Where we refund, we refund the whole charge. This is deliberate: a partially refunded payment can still be disputed for the full original amount, whereas a fully refunded one cannot be disputed at all. It is simpler for you and safer for us.

7. Please talk to us before disputing a charge

If you do not recognise a charge or believe it is wrong, email us first. We can identify the account, show you the usage behind the charge and refund it the same day if it should not have been made.

A chargeback takes weeks, costs us a non-refundable fee whatever the outcome, and gets you your money no faster than we would have. It also results in the account being suspended while it is investigated, which helps nobody. We are not trying to talk you out of your rights — we are telling you the faster route.

8. Currency and fees

Refunds are made in EUR, in the original amount charged. We cannot control exchange-rate movement or fees your own bank applies, so the amount landing in your account may differ slightly if your card is denominated in another currency.

9. Consumers: your statutory 14-day right

If you bought as an individual rather than a business, you have a legal right to withdraw from the contract within 14 days of buying, without giving a reason. This is on top of everything above, and nothing in this policy limits it.

To use it, email support@sprosimo.net within 14 days. A plain message is enough — there is no form to complete. If you prefer a formal wording, this works:

To support@sprosimo.net:
I hereby give notice that I withdraw from my contract for the supply of the Sprosimo service.
Ordered on: [date] · Name: [your name] · Address: [your address] · Date: [today]

Because you asked us to make the answers available immediately when you bought, you pay for the answers you actually used at the price you paid per answer, and we refund the rest within 14 days of being told, to the payment method you used.

10. Business customers

Statutory consumer withdrawal rights do not apply to business purchases. Sections 1 to 8 of this policy are what we offer instead, voluntarily and contractually. They do not affect any mandatory right you have under the law that applies to you.