Refund Policy

1. About this Refund Policy

This Refund Policy describes when you can request a refund from Toolum, how the refund is calculated, and how the request is processed. It applies to all paid Builders on Toolum, regardless of tier, and complements our Terms of Service, which contain the broader contractual framework.

Refunds on Toolum follow three distinct frameworks because the things you pay for behave differently under European Union consumer law. AI Credit Bundles are digital content that can be partially consumed. The Code Export Entitlement is a digital service that is fully performed once exercised. Service defects are a separate matter altogether and refundable on different terms. This document explains all three.

If you are looking for the headline summary, here it is:

• Unused AI Credits are refundable on a pro-rata basis within fourteen (14) days of purchase;
• The Code Export Entitlement is refundable only if you have not exercised it in the relevant Subscription Period;
• Service defects — situations where Toolum materially fails to deliver the Service per these Terms — are refundable in full, with no fixed time limit.

The rest of this document is the detail.

1.1 How this Refund Policy relates to other documents

This Refund Policy is part of the contractual framework set out in our Terms of Service. Specifically:

• The refund framework summarized in our Terms of Service Section 4.10 and Section 16 is fully described here;
• The Code Export consent gate described in our Terms of Service Section 9.4 — the consent that triggers waiver of the 14-day withdrawal right for the Code Export Entitlement — is part of the framework in Section 3.2 below;
• The Service defects refund eligibility described in our Terms of Service Section 13.6 is fully described in Section 3.3 below;
• The pro-rata refund right that applies when Toolum materially changes the Terms of Service (Terms Section 23.3) follows the calculation method in Section 3.1 below.

Where a question arises about the contractual relationship between you and Toolum that goes beyond refunds, the Terms of Service govern. Where a question arises specifically about how a refund is calculated, processed, or qualified, this document governs.

2. EU consumer withdrawal right

This section is the legal foundation for the framework that follows. If you are a Builder habitually resident in the European Union, your rights under EU consumer law are the floor; nothing in this Policy reduces them.

2.1 The 14-day withdrawal right under EU law

Under Article 9 of Directive 2011/83/EU (the EU Consumer Rights Directive) as transposed into Cyprus law through the Consumer Rights Law of 2013, you have a right to withdraw from a distance contract within fourteen (14) days from the date of conclusion of the contract, without giving any reason and without incurring any costs other than those provided for in EU and Cyprus consumer law.

For Toolum, the date of conclusion of the contract is the date you complete your first paid purchase — your initial subscription or, in the case of upgrades, the date of the upgrade transaction.

2.2 How the 14-day right applies on Toolum

The 14-day withdrawal right applies differently to the two main commercial elements of a Toolum paid tier:

• AI Credit Bundles are digital content not supplied on a tangible medium within the meaning of Article 16(m) of the Directive. The 14-day right applies, with pro-rata calculation for partial consumption. This is described in Section 3.1 below (Category A).
• The Code Export Entitlement is a digital service within the meaning of Article 16(a) of the Directive. The 14-day right is waived once you provide the consent described in our Terms of Service Section 9.4 and Toolum performs the first Code Export of the Subscription Period. This is described in Section 3.2 below (Category B).

The waiver of the 14-day right for the Code Export Entitlement requires your express prior consent and your express acknowledgment that you understand you will lose the right. The consent gate in our Terms Section 9.4 is the mechanism by which Toolum collects this consent and acknowledgment, in the form required by Article 16(a) of the Directive.

2.3 What this section does not do

This section describes the EU withdrawal right that is the legal foundation for Categories A and B in Section 3 below. It does not address Category C (Service defects), which is a separate framework governed by the contractual performance standard in our Terms of Service, not by the 14-day withdrawal mechanism. Category C is governed by Section 3.3 below.

2.4 If you are not habitually resident in the EU

If you are habitually resident outside the European Union, the 14-day withdrawal right described in this section may not apply to you as a matter of mandatory law. However, Toolum extends the same refund framework — Categories A, B, and C as described in Section 3 — to all Builders globally, regardless of habitual residence, on the same terms. We do this because we believe the framework is fair and because operating different refund rules in different jurisdictions would be confusing for everyone.

3. Three categories of refunds

This section is the operational heart of the document. The three categories cover the three distinct things that can happen to a paid Toolum subscription and the refund framework that applies to each.

3.1 Category A — Unused AI Credits

What it covers. This category applies to the AI Credit Bundle component of your paid tier. If you wish to withdraw from your paid subscription within fourteen (14) days of purchase or renewal, the unused AI Credits in the current Subscription Period are refundable on a pro-rata basis.

The formula.

Refund amount = (Unused Credits ÷ Total Credits in Bundle) × Tier Price

Worked example. A Builder on the Builder €100 tier (400 AI Credits per month) has consumed 60 Credits and requests withdrawal on day 8 of the Subscription Period. Unused Credits = 340. Total Credits = 400. Tier price = €100. Refund = (340 / 400) × €100 = €85.

What "unused" means. A Credit is "unused" if no AI request that consumes it has been initiated. Credits consumed by an AI request that was initiated before the refund request — including requests still in flight at the moment of refund request — are not refundable. The state of the Credit at the moment Toolum receives your refund request is the reference state for the calculation.

Time window. The right to a pro-rata refund of unused Credits is available within fourteen (14) days of the purchase or renewal that allocated those Credits to your account. After this 14-day window, unused Credits in the current Subscription Period do not entitle you to a refund as a matter of right; however, refunds beyond the 14-day window may be available in cases of Service defects (Category C) or as a matter of Toolum's goodwill discretion (see Section 4 below).

Multiple Subscription Periods. The 14-day window resets at the start of each Subscription Period. If you do not cancel within the first 14 days of a Subscription Period, the refund right for that Subscription Period's AI Credit Bundle has expired; the right for the next Subscription Period begins fresh on the renewal date.

Tier downgrades. A tier downgrade (described in our Terms of Service Section 4.8) is not the same as a refund. Downgrades take effect at the end of the current Subscription Period and do not generate a pro-rata refund of the higher-tier Credits.

3.2 Category B — Code Export Entitlement

What it covers. This category applies to the Code Export Entitlement component of paid tiers that include it (Builder €100 and above, per our Terms of Service Section 4.2). The Entitlement is refundable in full only if you have not exercised it in the relevant Subscription Period.

The consent gate and what it does. Before your first Code Export in any given Subscription Period, Toolum presents you with the consent dialog described in our Terms of Service Section 9.4. The dialog explains, in clear language, that by proceeding with the Export you give your express prior consent for Toolum to begin performance of the Code Export service during the EU 14-day withdrawal period, and you acknowledge that you will lose your right to withdraw from the Code Export Entitlement for that Subscription Period once the Export is performed.

If you provide this consent and Toolum performs the Export — meaning delivery of the ZIP archive has begun, or the Git push has been initiated — the Code Export Entitlement for that Subscription Period is fully performed within the meaning of Article 16(a) of Directive 2011/83/EU. It is no longer refundable.

If you do not provide the consent, no Export is performed. Your Code Export Entitlement for the Subscription Period remains within the 14-day withdrawal window, and you may request a full refund of the portion of your Tier Price attributable to the Code Export Entitlement.

What is refundable, and what isn't. The non-refundability described above applies only to the Code Export Entitlement portion of the Tier Price for the affected Subscription Period. Your AI Credit Bundle for that Subscription Period remains refundable on a pro-rata basis for unused Credits per Section 3.1 (Category A) above, on the same 14-day terms. Your Service defects refund right per Section 3.3 (Category C) below is unaffected by Code Export use.

Tier-Price allocation between Bundle and Entitlement. For purposes of this Section 3.2, the portion of the Tier Price attributable to the Code Export Entitlement is calculated as the difference between the Tier Price you paid and the closest lower-tier price that does not include the Code Export Entitlement. For the Builder €100 tier (which is the first tier to include Code Export), the Code Export Entitlement portion is the full difference between the €100 tier and the €25 Starter tier without Code Export — that is, €75. For Scale tiers, the Code Export Entitlement portion is similarly the difference between the Scale tier and a hypothetical comparable tier without the Entitlement; for these tiers, where Code Export is uniformly included, the Code Export Entitlement portion is treated as €75 by default, matching the explicit pricing differential at the Builder tier.

Subsequent Exports in the same Subscription Period. If you have already provided the consent in our Terms Section 9.4 and Toolum has performed the first Export, subsequent Exports in the same Subscription Period do not require a new consent. The Code Export Entitlement is fully performed for that Subscription Period at the first Export and remains so for the duration of the Subscription Period.

Per-Subscription-Period reset. At the start of each new Subscription Period, the consent gate is presented again before the first Export of the new period, and the 14-day withdrawal right for the Code Export Entitlement portion of the new period's Tier Price begins fresh.

3.3 Category C — Service defects

What it covers. This category applies when Toolum materially fails to deliver the Service in accordance with the Terms of Service, in a way that is attributable to Toolum and that goes beyond the limitations and disclaimers that the Terms acknowledge. Examples of Service defects include, without limitation:

• Sustained extended downtime that goes beyond reasonable Service operation and is attributable to Toolum's infrastructure or operational decisions (rather than to a third-party AI provider outage falling within our Terms of Service Section 13.4);
• Data loss attributable to Toolum that results in the loss of your Customer Content beyond reasonable backup recovery;
• A material failure of a tier feature that Toolum has advertised as included with your tier, where the failure persists despite Toolum's reasonable efforts to remediate and where no workaround is offered;
• Material misrepresentation of a tier feature, where the feature as actually delivered differs substantially from how it was described at the time of purchase.

Examples that are not Service defects.

• AI provider outages that fall within our Terms of Service Section 13.4 (multi-provider fallback architecture) are not Service defects for purposes of this Category;
• AI hallucinations, factual errors, or bias in AI outputs (described in our AI Transparency Statement Section 8) are not Service defects, because they are inherent limitations of AI systems that we disclose openly;
• Limitations of exported code with respect to security, performance, accessibility, or internationalization (described in our AI Transparency Statement Section 8.4) are not Service defects, for the same reason;
• Force majeure events as described in our Terms of Service Section 24.6 are not Service defects.

The refund. When a Service defect is established, Toolum will provide full restoration of the affected fees. "Full restoration" means refund of fees for the Subscription Period or Periods during which the defect was active and attributable to Toolum. For sustained defects spanning multiple Subscription Periods, the refund covers all affected Periods.

Time window. There is no fixed time limit for Category C refunds. The right to claim a Service defect refund is preserved for as long as the defect attribution is clear and the underlying claim is timely under applicable law (which, for Cyprus consumer law, generally means within a reasonable period and in any event before the relevant statute of limitations expires).

Evidence and attribution. To process a Category C refund, Toolum will assess: (a) whether the alleged defect occurred and was attributable to Toolum (and not to a third party, force majeure, or Builder misuse); (b) the period during which the defect was active; (c) the extent to which the defect affected your ability to use the Service. We may ask for evidence such as timestamps, screenshots, error messages, or affected project identifiers. We commit to making this assessment in good faith.

Relationship to liability cap. Category C refund eligibility is separate from, and additional to, the liability framework in our Terms of Service Section 19. A Category C refund is a contractual restoration of fees, not a damages claim under Section 19. If your Service-defect claim involves damages beyond the fees you paid, the framework in our Terms Section 19 applies to that damages component, and the carve-outs and statutory rights preservation in that Section continue to apply.

4. How to request a refund

This section is the operational walkthrough for any Builder seeking a refund under any of the three Categories above.

4.1 Where to send your request

Refund requests go by email to:

info@toolum.ai

We do not currently maintain a separate refund-request form, a phone line, or a chat channel for refund requests. The reason is operational simplicity: a written record by email gives both you and Toolum the same view of what was requested, when, and for what reason, which is the simplest way to handle this fairly.

4.2 What to include

To process your request promptly, please include the following information:

• Your account email (so we can identify your subscription);
• The refund Category you are claiming under (A, B, or C);
• The Subscription Period or purchase date to which your request relates;
• A short description of the reason for the request;
• For Category A — confirmation that you are within the 14-day window from purchase or renewal;
• For Category B — confirmation that you have not exercised the Code Export Entitlement in the relevant Subscription Period;
• For Category C — a description of the alleged defect, the period it was active, and any evidence available (timestamps, screenshots, affected projects).

If you do not include all of this information, we will write back to you to ask for what is missing; the response time below applies from the moment we have the complete information needed to process the request.

4.3 Our response time

We commit to providing an initial response to refund requests within fourteen (14) days. The initial response will either:

• Confirm the refund and provide a timeline for processing (see Section 5 below); or
• Acknowledge receipt and request additional information needed to evaluate the request; or
• Decline the request and explain the reasoning, with information about the dispute mechanism (see Section 7 below).

For requests under Category C (Service defects) involving complex attribution questions, the initial response may include a longer assessment timeline, in which case we will explain the timeline and the steps involved.

4.4 No reason required for Categories A and B

For refund requests under Category A (unused AI Credits within 14 days) and Category B (Code Export Entitlement not exercised), you do not need to provide a reason. Stating that you wish to exercise your withdrawal right is sufficient. The information requested in Section 4.2 is operational, not justificatory.

For Category C, the description of the alleged defect is necessary because the framework requires assessment of attribution and impact (see Section 3.3 above).

5. How refunds are processed

5.1 Method of payment

Refunds are returned to the original payment method. If your original payment was made by credit card through Stripe, the refund is returned to that card. If your original payment was made by another supported method, the refund is returned to that method.

If your original payment method is no longer available — for example, your card has expired or been replaced — we will work with you to identify an alternative method to receive the refund.

5.2 Timing

Once a refund is confirmed, we initiate the refund through Stripe promptly, typically within three (3) business days of confirmation. The time for the refund to appear on your payment method depends on Stripe's processing windows and on your card issuer or bank; this is typically five to ten (5-10) business days after we initiate the refund, but may be longer in some cases.

5.3 Currency

Refunds are issued in the same currency as the original payment. If your original payment was made in a currency other than EUR through Stripe's currency conversion, the refund is issued in the original currency at Stripe's published exchange rate at the time of refund processing. Currency conversion at refund may produce a small difference between the original payment amount in your local currency and the refunded amount in your local currency; this difference is a function of exchange-rate movement between purchase and refund, not a Toolum charge.

5.4 What happens to your account after a refund

The effect of a refund on your account depends on the Category:

• Category A — Unused AI Credits. A pro-rata refund of unused Credits ends your subscription for the current Subscription Period. Your account remains open in a Free-tier state, retaining read-only access to your Blueprints. To restore paid-tier access, you may purchase a new subscription at any time, subject to the normal terms.
• Category B — Code Export Entitlement. A refund of the unexercised Code Export Entitlement portion of the Tier Price reduces your effective Tier Price for the current Subscription Period to the equivalent lower-tier price without Code Export. Your account continues at the implied lower-tier level (AI Credit Bundle preserved per its own framework). To restore Code Export availability, you may upgrade or purchase the Entitlement separately if available, subject to a new consent gate at the next exercise.
• Category C — Service defects. A full restoration of fees for affected Subscription Periods generally proceeds alongside your continued use of the Service for any Subscription Period that is not affected. If the Service defect is ongoing and Toolum cannot remediate within a reasonable period, you may also choose to terminate the subscription per our Terms of Service Section 15.1, with applicable refunds processed under Categories A and C as appropriate.

6. Exclusions

Certain situations are outside the refund framework described above. This section identifies them clearly.

6.1 Chargebacks

If you initiate a chargeback through your bank or card issuer instead of requesting a refund through info@toolum.ai, Toolum considers this a unilateral action that bypasses the refund framework agreed in our Terms of Service. When a chargeback is filed, Toolum may: (a) suspend your account pending resolution of the chargeback; (b) provide evidence to Stripe in defense of the original charge; and (c) terminate the account if the chargeback represents a violation of the good-faith expectation of these Terms.

We strongly prefer that you reach out to info@toolum.ai with any payment concern before initiating a chargeback. In nearly all legitimate cases, a direct conversation resolves the matter faster than a chargeback dispute.

6.2 Refunds following AUP violation or account closure for cause

If your account has been closed for cause under our Terms of Service Section 15.2 — including violation of our Acceptable Use Policy — refunds are not available as a matter of right. Toolum may, at its discretion, issue a partial refund where the closure circumstances make it appropriate, but the burden is on the requester to demonstrate the appropriateness of a refund in such a circumstance.

This exclusion does not apply to account closure under Section 15.3 of the Terms (abuse-prevention system); for those closures, your right to human review under our Privacy Policy Section 13 is preserved, and a successful human review that restores your account also restores refund eligibility on the normal framework.

6.3 Beta features

Beta features are governed by the framework in our Terms of Service Section 12. Beta features are provided on an "as is" and "as available" basis and do not generate refund rights of their own. If your use of a Beta feature results in an outcome you are dissatisfied with, this is not a basis for a Toolum refund.

6.4 Third-party deployment targets

If you export code from Toolum and deploy it to a third-party hosting provider, app store, or other third-party service, and a problem arises with that third-party service, the matter is between you and that third party. Toolum's refund framework does not extend to fees you have paid to third-party services, regardless of the circumstances. This is consistent with our Terms of Service Section 11.5.

6.5 Costs you incurred in preparing to use Toolum

Toolum's refund framework covers fees you have paid to Toolum. It does not cover any costs you may have incurred in preparing to use Toolum — for example, time you spent learning to use the editor, third-party tooling you purchased to integrate with Toolum, or domain-specific consulting you obtained. These are normal costs of evaluating and adopting a new tool, and they fall outside the refund framework.

7. Disputes about refunds

If you disagree with a refund decision, the dispute resolution mechanism in our Terms of Service Section 21 applies. The relevant steps in summary:

• First, please reply to info@toolum.ai with a clear explanation of why you believe the decision should be reconsidered. We commit to good-faith re-review of the request, and we will provide a second-pass response. Many refund disputes resolve at this step.
• If the second-pass response does not resolve the dispute, you may escalate through:
  • The European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/ if you are a consumer in the European Union, per our Terms of Service Section 21.4;
  • The Consumer Protection Service of the Republic of Cyprus, whose contact details are in our Terms of Service Section 21.5;
  • The courts of the Republic of Cyprus, with the mandatory consumer protection law of your country of habitual residence preserved per our Terms of Service Section 21.2.

The escalation paths above are alternatives. You are not required to exhaust one before pursuing another; you may choose the path most appropriate for your situation.

For disputes specifically related to the processing of your Personal Data in connection with a refund request — for example, if you believe Toolum has not honored your data subject rights in the course of a refund process — the Cyprus Office of the Commissioner for Personal Data Protection is the supervisory authority. Contact details are in our Privacy Policy Section 10.4.

8. Changes to this Refund Policy

This Refund Policy may evolve as the Service evolves and as our understanding of how the framework works in practice improves. This section describes how changes are made.

8.1 How we publish changes

When we change this Refund Policy, we update the Last Updated date at the top of the document. For substantive changes, we also revise the Effective Date and publish a short summary of what changed.

Historic versions of this Policy are available at their dated URLs under /legal/refund/<date> and preserved in our public repository.

8.2 When we notify you of material changes

For changes that materially affect your refund rights or the framework for calculating refunds, we provide at least fourteen (14) days advance notice through one or more of the channels described in our Terms of Service Section 23.2.

8.3 Your options when we change this Policy

When we publish material changes to this Refund Policy:

• For purchases or renewals made before the changes take effect, the version of the Refund Policy in effect at the time of purchase or renewal continues to apply to refund requests related to that purchase;
• For purchases or renewals made after the changes take effect, the updated Refund Policy applies.

In other words, this Refund Policy does not retroactively reduce refund rights that attached to a purchase made under a prior version of the Policy.

8.4 Non-material changes

Changes that do not affect substantive refund rights — corrections of typographical errors, clarifications of existing language, structural improvements that do not change meaning — are made by updating the Last Updated date without separate notice.

9. Contact

For any question about this Refund Policy, to request a refund, or to dispute a refund decision:

Toolum

Kirill Maximenko (Cyprus self-employed entity)
Tax Identification Number: 60056031S
Address: 3 Evagora Pitali, 4040 Germasogeia, Limassol, Cyprus
Email: info@toolum.ai

Cyprus Consumer Protection Service

Consumer Protection Service
Ministry of Energy, Commerce and Industry
Andrea Araouzou 6, 1421 Nicosia, Cyprus
Telephone: +357 22 867178
Email: info@mci.gov.cy
Website: https://www.consumer.gov.cy

European Commission ODR platform

https://ec.europa.eu/consumers/odr/

Cyprus supervisory authority for data protection complaints

Office of the Commissioner for Personal Data Protection
Office address: Kypranoros 15, 1061 Nicosia, Cyprus
Postal address: P.O. Box 23378, 1682 Nicosia, Cyprus
Telephone: +357 22 818456
Email: commissioner@dataprotection.gov.cy
Website: https://www.dataprotection.gov.cy

Related documents

• Terms of Service
• Privacy Policy
• Cookie Policy
• AI Transparency Statement
• Subprocessor List
• Acceptable Use Policy

Document version 1.0. Effective June 5, 2026.