Refund policy
Last updated 20 September 2026
The short version: within 30 days of a payment, you get back what you have not used. Untouched means all of it; partly used means the unused part. The detail below is so you can work out the answer before you ask rather than after.
The 30-day window
Any payment is refundable for 30 days from the moment it is taken. If the credits it granted are untouched — or barely touched, meaning under 10% spent — it comes back in full. If you have spent more than that, the unused share comes back instead, as a partial refund. The usage screen shows what this cycle has spent, so the figure is one you can check yourself first.
Why it is measured in credits, not days
Credits are the product, and spending one is the service being delivered: an extraction that has run has already cost caption fetches, GPU time and a payment fee. Refunding the unused share rather than applying a cutoff means there is no cliff to fall off and no reason to argue about which side of a line you are on. Change your mind on day 2 having used nothing and you get everything; change it on day 25 having used a third and you get two thirds.
Renewals and credit packs
The same window and the same arithmetic apply to both. A renewal you did not want, spotted within 30 days with the cycle's credits largely unspent, is refundable on the unused share — cancelling also stops the next one, and the two are worth doing together. A pay-as-you-go pack is refundable on whatever is left of it. Credits do not expire, so an unspent pack stays refundable for the whole window rather than evaporating.
If something is broken
This policy is the floor, not the ceiling. If the service failed — jobs charged that never returned rows, an outage across a period you paid for, or a charge that is plainly wrong — say so and we will put it right whatever the window says. A failed job is not charged in the first place, so if you are looking at one that was, that is a bug and we want to hear about it before we want to talk about refunds.
Your statutory rights
If you are a consumer in the EU or UK you have a 14-day right to withdraw from a distance contract. Where you asked us to start immediately and then spent credits, that performance can reduce what is refundable, which is what the unused-share rule reflects. This policy is deliberately wider than the statutory minimum in both length and scope. Nothing here removes a right you have under the mandatory consumer law where you live, and where the two differ, the law wins.
How to ask
Two ways, and the first is usually faster. Paddle is the merchant of record for every charge, so you can request a refund directly from them at paddle.net — find the payment with the email address you paid with and the receipt Paddle sent you. Or write to support@tubeextract.dev from the address on the account, saying which workspace and which charge, and we will raise it with Paddle. No form and no reason required either way.
What happens then
Paddle reviews refunds on live accounts before releasing them, so the honest answer is that we request it and Paddle approves it — most go through without anyone noticing the step, and we will tell you if one does not. Money goes back to the card or account it came from, which takes a few working days at Paddle's end and however long your bank then takes. Paddle emails a credit note for its own records and yours. If a refund is ever refused we will say so and why, rather than leaving you to notice the money never arrived.