Refund policy

Last updated: 9 October 2026

This translation is provided for information only. In case of discrepancy, the Spanish version prevails.

We want this to be easy to understand. This is what is refunded and what is not:

Subscriptions

• First 14 days: you can withdraw by writing to us. We refund the fee minus the days already enjoyed and the included AI you have used, at the user price. For example, if you withdraw after 7 days from a €9 plan having used €1 of AI, we refund 9 − 4.50 − 1 = €3.50.
• After that: you can cancel at any time from Account › Your plan. The plan stays active until the end of the period paid for and you are not charged again. Periods that have already started are not refunded.

AI credit top-ups

• When you top up, you expressly agree to have the credit available immediately, so there is no right of withdrawal (article 103(m) TRLGDCU).
• Used credit is not refunded. If you top up by mistake and have not used any of that credit, write to us within the following 14 days and we will refund it.

When we do refund

• Duplicate or erroneous charges.
• If the service has suffered a serious outage for a significant part of the period paid for.
• If Escaletta is discontinued: the proportionate part of anything paid in advance.

To request a refund, write to [email protected] with your account email address and the date of the charge. We will reply within 14 days at most. Refunds are made to the same card, through Stripe.

Bank disputes

If you have a problem with a charge, write to us before disputing it with your bank: we will sort it out sooner. While a dispute about a top-up is open with the bank, that credit is withdrawn and the account’s AI features are paused. You can keep writing and downloading your texts as normal.