At Prisma AI, user satisfaction is a priority. This policy explains the refund and cancellation conditions for payments made through the Platform.
1. General Framework
All payments on Prisma AI are processed by our Merchant of Record, **Creem. Creem issues an internationally valid payment receipt; local tax invoices are not issued through this process.
This policy applies alongside
2. AI Credit Packages
Right of Withdrawal (14 Days)
You may exercise your right of withdrawal within 14 days of the purchase date without providing a reason, provided that:
- The purchased credit package has not been used at all.
- The withdrawal request is submitted within 14 calendar days of the purchase date.
Partial Refund
Even within the 14-day withdrawal period, if part of the credit package has been used, only the amount corresponding to the unused credits will be refunded.
3. Used AI Credits
No refund is issued in the following cases:
- Credits used for an interview session: A credit is reserved when an interview invitation is sent; it is deducted from the balance when the interview is completed. Credits cannot be refunded once an interview has started.
- AI-generated content exception: Because AI-generated interview reports, audio transcripts, and scoring results are irreversible in nature, the right of withdrawal does not apply to consumed credits.
- Cancelled invitations: Reserved credits for company-cancelled or expired interview invitations are refunded automatically by the system; this is handled outside this policy.
4. Pro Subscription
- Cancellation: You may cancel your subscription at any time via the Creem customer portal. Cancellation takes effect at the end of the current billing period; you retain Pro benefits until then.
- Pro-rata refund: No pro-rata refund is issued for the remaining period when a Pro subscription is cancelled.
- 14-day withdrawal: The right of withdrawal applies within 14 days of the initial purchase of the subscription, provided it has not been used at all. If any subscription feature has been used, the right of withdrawal no longer applies.
5. Refund Process
To submit a refund request:
- Contact us via the Contact Form, providing your order number and the reason for your refund request.
- Your request will be reviewed within 2 business days and processed via Creem.
- Approved refunds will be credited back to your payment method within 5–10 business days, depending on your payment provider.
Credits for cancelled invitations are processed automatically; no separate application is required.
6. Contact
For questions about this refund policy, please reach us via the Contact Form. All requests are responded to within 30 days.
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