Refund Policy

Last updated: February 2026

1. Refund Eligibility

We offer refunds on credit purchases within 7 calendar days of the original purchase date, subject to the conditions described in this policy. To be eligible for a refund, the credits purchased must be entirely unused at the time of the refund request.

“Unused” means that zero credits from the purchased pack have been consumed. If any credits from the purchase have been used for essay scoring, that purchase is no longer eligible for a full refund.

2. Partial Usage Refunds

If you have consumed some but not all credits from a purchased pack within the 7-day window, we may offer a pro-rata refund for the remaining unused credits at our discretion. Please contact us with your order details to discuss your situation.

3. How to Request a Refund

To request a refund, send an email to support@sognoragroup.com with the following information:

  • Your registered email address
  • The order ID or transaction reference number
  • The date of purchase
  • The reason for the refund request (optional but helpful)

4. Processing Time

Once we confirm your refund eligibility, we will initiate the refund through Paddle, our payment processor. Refunds are typically processed within 5 to 10 business days from the date of approval. The time for the refund to appear in your account depends on your bank or card issuer.

5. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

  • Refund requests submitted more than 7 days after the purchase date
  • Credits that have been fully or partially consumed
  • Accounts suspended or terminated due to violations of our Terms of Service
  • Free credits granted as signup bonuses or promotional rewards

6. Subscriptions (Future Plans)

If PuanAI introduces subscription-based plans in the future, you will be able to cancel your subscription at any time. Cancellation will take effect at the end of the current billing period, and no refund will be issued for the remaining days of the current period. Credits granted as part of a subscription are governed by this same refund policy.

7. Contact

If you have any questions about this Refund Policy or your refund request, please contact us at support@sognoragroup.com. We aim to respond to all refund inquiries within 2 business days.