Refund Policy

Who you are buying from

Alan AI is an AI agent product operated by Supatest AI Inc, a Delaware C corporation at 8 The Green, Ste A, Dover, DE 19901.

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.

In practice that means your self-serve subscription is sold to you by Paddle: Paddle processes the payment, appears on your receipt, and issues any refund back to the payment method you used. This page explains when we support a refund request.

This page applies to self-serve subscriptions bought through Paddle. If you bought Alan under a signed agreement or pay by invoice, that agreement controls — see the enterprise section below.

Refund window for your first purchase

You can request a refund on your initial purchase of a self-serve subscription within 14 days of the purchase date.

Email admin@tryalan.ai from the email address on the order and include your receipt or order number. We need the order details to find the payment, so a request without them may take longer to process.

The 14-day window applies to your first payment on a subscription. It does not apply to later renewal payments, except where local law gives you a longer right, or where you hold a UK annual subscription — see the renewals section below.

Some regions give you a longer or stronger right than this page does. Where that is the case, that right applies — see “Your rights under local law”.

Consumption, compute, and model usage

Alan runs coding agents, and running them consumes cloud compute and model usage. Once that capacity has been used it has already been paid for with our infrastructure and model providers, and we cannot recover that cost.

So the split is simple: unused subscription time inside your refund window can be refunded, but usage you have already consumed cannot be returned to us, and is the part we are unable to refund.

Where we agree to a refund after part of a period has been used, we may refund a prorated amount that accounts for the usage already consumed. That is not unusual in this category — Anthropic refunds European and UK plans “prorated according to your use”, OpenAI treats used API credits as non-refundable, and Paddle itself may grant a full refund, a partial refund, or decline a discretionary request after considering usage or consumption.

Two things sit outside this entirely. First, the coding agents you connect — Codex, Cursor, Claude Code — are billed to you directly by those providers. We never bill you for those tokens and cannot refund them; that spend is between you and your provider. Second, your own model-provider usage is likewise theirs to resolve.

If a refund is issued, access to the refunded subscription ends. Paddle's policy is explicit that access to the product ceases on refund, so plan to export anything you need first.

Renewals

Subscriptions renew automatically at the end of each billing period until you cancel. The renewal charge continues the service for the next period.

The refund window applies to your initial purchase, not to later renewals. A renewal charge is not refundable once the new period has started, because capacity and usage are provisioned from the moment it begins.

One exception worth knowing: if you bought an annual subscription in the United Kingdom, a new 14-day window to withdraw opens when the subscription auto-renews for another year.

The way to avoid a renewal charge is to cancel before the renewal date. See the cancellation section below.

Cancelling your subscription

You can cancel at any time. Cancelling stops all future renewals.

After cancelling you keep access to Alan until the end of the period you have already paid for. We do not shut off access early as a result of a cancellation.

Mid-period cancellation and unused days

Cancelling part-way through a billing period does not generate an automatic credit for the remaining days, and the charge for that period stands.

This is separate from the consumption question above: unused days are not refunded as a matter of course, and consumed compute is not refundable at all. Where a refund is actually due to you — under a statutory right, or one we agree to — we may prorate it to reflect usage already consumed.

Exceptions, abuse, and chargebacks

We may decline a refund where the request shows abuse rather than a genuine change of mind. Grounds we treat as abuse include: repeated refund requests from the same customer, an account suspended for breaching our Terms of Service, or a request made after the service was substantially consumed in a way that suggests it was never going to be paid for.

If you think a charge is wrong, contact us before raising a chargeback with your bank. Paddle may temporarily suspend access to the product while a chargeback or payment dispute is reviewed, and a dispute is usually slower for you than a refund request.

Nothing in this section limits a right you have under mandatory consumer law.

Your rights under local law

Where local consumer protection law, or Paddle's own refund policy, gives you a longer or stronger right than this page, that right always applies. Nothing here reduces it.

The statutory withdrawal and cancellation windows Paddle applies are: 14 days from the transaction in the European Union, the EEA, Switzerland and the United Kingdom; 7 days in South Korea, Brazil, China and Canada; and 5 days in Singapore.

For digital content that you have started to use, a statutory withdrawal right can be waived, but only where you gave express consent to that waiver at checkout. Where we rely on that, we will ask for your consent at the point of purchase rather than assume it.

Refunds made under a statutory right are made in full, except where the law itself permits a reduction.

How refunds are paid

Once a refund is approved, it is issued through Paddle to the original payment method. We cannot refund to a different card, bank account, or person.

Paddle processes approved refunds within 14 days of approval. Card refunds typically appear within 3-5 working days after that. This is the card networks' typical timing rather than a guaranteed processing deadline, and some banks take longer. We will confirm to you when a refund has been issued.

Enterprise and invoiced agreements

If you bought Alan under a signed agreement or pay by invoice, that agreement governs refunds, cancellations, and notice periods.

Email admin@tryalan.ai and we will work from the terms you signed.

Relationship to our Terms of Service

This policy sits alongside our Terms of Service and Privacy Policy, which are linked in the footer of every page.

Where this policy and a signed agreement disagree, the signed agreement wins.

How to reach us

Send refund questions or requests to admin@tryalan.ai, including the email address on the order and your receipt or order number.

For anything related to the service itself, call +918855801937 or email support@tryalan.ai.

Because Paddle is the Merchant of Record, Paddle also handles buyer support and returns directly. You can reach them at paddle.net from the link in your receipt.