Refund & Cancellation Policy

At structrans ("we", "us", or "our"), operated by Akhunzyanova Kateryna, an independent software developer based in Ukraine ("Operator"), we want you to be completely confident in our structured file translation platform. This Refund & Cancellation Policy explains your rights and our guidelines regarding subscriptions, token/credit purchases, and cancellations.

All transactions for structrans are processed by our authorized Merchant of Record, Paddle.com Market Ltd ("Paddle"). In accordance with Paddle's Buyer Terms and applicable consumer protection legislation, the following terms govern our refund and cancellation practices.

1. Free Trial & Testing Tier

To ensure structrans meets your technical requirements before making a financial commitment:

• We provide a free trial / free tier that allows you to test our syntax-preserving parsers, format compatibility, and translation quality across supported developer formats (JSON, PO, XLIFF, YAML, RESX, etc.) and document files.
• We strongly recommend testing sample files using the free tier to verify that our AST reconstruction and formatting meet your development workflow standards prior to purchasing a paid plan or credit bundle.

2. Subscription Plans & Cancellation

1. Billing Cycle: Paid subscription plans are billed in advance on a recurring monthly or annual basis.
2. Self-Serve Cancellation: You may cancel your subscription at any time with immediate effect through your account dashboard by navigating to Billing > Manage Subscription (Customer Portal).
3. Access Post-Cancellation: When you cancel your recurring subscription, your plan remains active with full access to your allotted quotas until the end of the current paid billing period. You will not be charged for subsequent periods.
4. No Prorated Subscription Refunds: Except where mandatory consumer protection law provides otherwise, we do not issue prorated refunds for the unused days of an active subscription billing cycle.

3. Pre-Paid Top-Up Credit Packs & Statutory Withdrawal

1. Unused Top-Up Credits (14-Day Statutory Withdrawal): Under EU Directive 2011/83/EU and applicable consumer regulations, if you purchase a pre-paid top-up credit pack (Starter, Popular, or Power) and have consumed 0 units, you have the right to withdraw from the purchase and obtain a 100% refund within 14 calendar days of transaction completion.
2. Performance Consent & Waiver for Consumed Units: Because structrans allocates instant server capacity and LLM compute upon job submission, launching a translation constitutes your express request for immediate digital performance. You acknowledge that commencing translation waives your 14-day statutory right of withdrawal for consumed units.
3. Non-Locking Refund Reversals: In the event of an approved refund for an unspent or partially unspent top-up grant, our billing system applies an append-only negative reversal row (refund_reversal) deducting the unconsumed remainder. Under our fair billing policy (D-02, D-06), approved top-up refunds never lock, suspend, or downgrade your user account or Pro subscription status.
4. 12-Month Validity & Pro Lapses: Top-up credits carry a strict 12-month validity period from the purchase timestamp. If your Pro subscription lapses to the Free tier, unspent credits are frozen until Pro is restored (the 12-month expiration clock continues running during frozen intervals).

4. EU/UK Statutory Right of Withdrawal Notice

If you are a consumer residing in the European Union (EU) or the United Kingdom (UK):

• Under the EU Consumer Rights Directive (Directive 2011/83/EU) and the UK Consumer Contracts Regulations, consumers generally have a 14-day statutory right to withdraw from a distance contract.
• Express Waiver for Digital Content & Services: Because structrans provides immediate access to digital processing, cloud infrastructure, and AI inference upon file submission, you expressly request that the performance of the service begins immediately.
• You acknowledge that by using the service to translate files or consume purchased credits within the 14-day cancellation period, you waive your statutory right of withdrawal for any services and computing resources already performed or consumed.
• If you have not used any portion of your purchased plan or credits, your 14-day statutory right of withdrawal remains fully intact.

5. Technical Errors & Service Failure Compensation

We stand behind the reliability of our translation architecture:

• If a translation job fails due to an internal system outage, worker crash, or parser malfunction, our system is designed to automatically refrain from deducting tokens or restore consumed credits to your balance.
• Manual Verification & Restitution: If our platform corrupts a validly formatted file or fails to deliver the translated output due to a platform bug, and credits were deducted, contact us within 7 days with your Job ID. We will promptly:
  1. Re-run the translation job at zero cost, or
  2. Credit your account with replacement translation tokens, or
  3. Issue a full refund for that specific failed transaction via Paddle if the technical fault cannot be rectified.

6. Refund Request Procedure

To request a refund under this policy:

1. Email our support team at [email protected] with the subject line: Refund Request - [Your Order/Account Email].
2. Include your account email address, the transaction or invoice ID from Paddle, and the reason for your request (and Job ID/error details if reporting a technical issue).
3. We review and process refund requests within 3 to 5 business days. Once approved, refunds are credited back to your original payment method via Paddle (typically appearing within 5–10 business days depending on your bank).

7. Chargebacks & Payment Disputes

If you experience an issue with a payment, please contact our support team first before initiating a chargeback or payment dispute with your bank or payment provider. Under our billing security policy (D-06), initiating an unverified chargeback or dispute results in immediate automated account locking (subscription_status = 'locked') and freezes translation access until the dispute is formally resolved. We are committed to resolving legitimate billing questions promptly and amicably.

8. Contact Information

For any questions regarding billing, cancellations, or refunds, please reach out to us:

• Operator: Akhunzyanova Kateryna (Independent Software Developer)
• Location: Ukraine
• Billing Support Email: [email protected]
• Merchant of Record Support: paddle.net
• Website: https://structrans.com