Refund Policy

Overview

At getPaperFast, we are committed to providing high-quality AI-powered research paper analysis services. This refund policy outlines the conditions and processes for refund handling based on our credit system, ensuring user rights while maintaining service sustainability.

Important Notice

Please consider carefully before purchasing credits: Credit purchases are immediate and irreversible. Please purchase according to your actual needs. We recommend first using the free trial credits to experience our service quality.

Credit Types and Refund Eligibility

Free Trial Credits

• 5 free credits provided when new users register
• Expire within 30 days from account creation
• Not eligible for refunds (no purchase transaction occurred)
• Trial credits cannot be extended or refunded after expiration

Purchased Credits

• Never expire after purchase
• Credit purchases are non-refundable - Once purchase is completed, no refunds are available regardless of usage status
• Please consider carefully before purchasing - Please purchase according to actual needs, we cannot provide refunds for purchased credits
• Technical failure exception - Compensation provided only for serious technical failures that prevent service use

Subscription Plans

• Monthly subscription: Can be canceled anytime during subscription period, remaining time continues service
• Auto-renewal: Can be disabled anytime, stops renewal when current cycle ends

Compensation and Technical Failure Handling

Credit Technical Failure Compensation

Since credit purchases are non-refundable, we provide equivalent credit compensation for the following technical failures:

• Major system errors causing completely incorrect or lost analysis results

Service Quality Compensation

• Analysis failure: System failures causing analysis failure will refund consumed credits
• Result errors: Technical errors making analysis results unusable will provide re-analysis

Special Situation Handling

• Duplicate charges: Accidental duplicate credit deductions will be immediately returned
• System maintenance: Unplanned maintenance affecting usage may provide compensation credits
• Function failures: Specific function failures affecting normal use will receive credit compensation

Non-Refundable Situations

Credit Purchases (Core Policy)

• All credit purchases: Once purchase is completed, no refunds for any reason
• Used credits: Credits consumed for paper analysis
• Unused credits: Credit balance remaining in account
• Expired trial credits: Free credits that expired after 30 days

Subscription Plan Limitations

• Monthly subscription: Current cycle fees non-refundable, can only cancel renewal

User Operation Related

• User misoperation: Uploading wrong files or misusing service functions
• File problems: User-uploaded files with issues (corrupted, wrong format, etc.)
• Network issues: Upload failures due to user-side network interruptions
• Repeat analysis: Subjective choice to analyze the same file multiple times
• Changed needs: Changing usage plans or needs after purchase

Policy Violations and Abuse

• Service terms violations: Behavior violating service terms
• Malicious applications: Frequent applications for compensation without valid reasons
• Account violations: Accounts closed due to violation behavior
• Fraudulent behavior: Using false information or conducting fraudulent transactions
• Compensation policy abuse: Maliciously exploiting technical failure compensation mechanisms

Third-party and External Factors

• Payment processing fees: Fees charged by payment processors like Stripe
• Exchange rate fluctuations: Exchange rate difference losses in international payments
• Bank fees: Fees charged by user banks or financial institutions
• Device compatibility: User device or browser compatibility issues

How to Apply for Refunds or Compensation

Application Types and Requirements

Technical failure compensation applications:

• Encounter system technical failures, not user operation issues
• Prepare relevant error information and supporting files
• Understand compensation is in the form of equivalent credits, not cash refunds

Application Process

Step 1: Prepare Application Materials

Technical failure compensation applications need:

• Account email: Email address used to register getPaperFast
• Failure description: Detailed description of technical problems encountered
• Error screenshots: System error messages, failure page screenshots, etc.
• Time information: Specific time when failure occurred and impact scope

Step 2: Submit Application

• Email: billing@getpaperfast.com
• Technical compensation subject: "Technical Failure Compensation Request - [Your Account Email]"
• Content requirements: Clearly explain application reason and attach relevant evidence

Step 3: Wait for Processing

• Confirmation reply: Receive application confirmation within 48 hours
• Review time: Technical compensation 1-3 business days
• Processing completion: Complete processing within 5-7 business days after approval
• Arrival time: Cash refunds 2-10 business days, credit compensation immediate

Contact Information and Support Channels

Dedicated Refund Contact Methods

Refund applications: billing@getpaperfast.com

• Main email for all refund applications
• Confirm receipt of applications within 48 hours
• Dedicated refund processing team

Policy consultation: hello@getpaperfast.com

• Refund policy explanations and consultations
• Pre-purchase refund condition explanations
• General customer service

Other Support Channels

Technical support: support@getpaperfast.com

• Service technical issue reports
• System failure related refund applications
• Analysis result issues

Complaint handling: complaints@getpaperfast.com

• Refund disputes and complaints
• Service quality issues
• Policy enforcement disputes

Contact

• Business hours: Monday to Friday 09:00-18:00 (GMT+8)
• Email support operates normally during holidays

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Last updated: September 15, 2025