Refund Policy

SpanishPal provides an additional voluntary refund policy for eligible purchases and subscription renewals.

You may request a full refund when both of the following conditions are satisfied:

Both conditions must be satisfied unless applicable law gives you a broader refund, cancellation, withdrawal, price-reduction, or other consumer right.

Subject to the eligibility requirements in this Policy, the voluntary 24-hour refund policy may apply to:

• a first-time monthly subscription purchase;
• a first-time annual subscription purchase;
• an automatic monthly or annual subscription renewal;
• a lifetime access purchase;
• another one-time digital service purchase;
• an eligible paid plan upgrade; and
• a promotional or discounted paid plan.

Each successful payment or renewal charge is reviewed separately. When reviewing a renewal request, SpanishPal will normally count qualifying conversation records created after that renewal charge, rather than activity completed during an earlier paid period.

A refund for a discounted or promotional purchase is based on the amount actually paid, not the regular or undiscounted price.

For this Refund Policy, a “Qualifying Conversation Record” means one successful learner submission that:

• is submitted by text or voice;
• is successfully received and processed by SpanishPal;
• generates an AI response, correction, translation, assessment, pronunciation result, or another personalized learning output; and
• is recorded as part of the user’s learning activity or relevant usage records.

Each successfully processed learner text or voice submission counts as one Qualifying Conversation Record.

Items that do not normally count as separate records

• AI-generated replies;
• system greetings or automated system messages;
• navigation actions or opening a lesson;
• microphone permission checks;
• unsuccessful or failed audio uploads;
• messages that were not processed;
• payment or account-management activity; and
• customer support communications.

If the same learner submission is successfully processed more than once and generates separate AI outputs, each successfully processed submission may count separately.

Deleting a conversation, clearing learning history, or deleting visible learning records does not retroactively reduce the usage count used to verify refund eligibility. SpanishPal may retain limited payment and usage-verification records as described in the Privacy Policy.

The 24-hour period begins at the time the successful payment or renewal charge is recorded by SpanishPal or the applicable payment provider.

The time shown in the payment provider’s transaction record will normally be used to determine when the 24-hour period began.

A refund request is considered submitted when it is received at [email protected].

Requests received after the 24-hour period may not qualify under the voluntary policy, even if the customer began preparing the request earlier. Any longer period required by applicable law continues to apply.

To request a refund, send your request to [email protected] with the subject line Refund Request.

Please include the following information:

A reason for requesting a refund is helpful but is not required for a request made under the voluntary 24-hour policy.

Do not send your complete payment card number, card security code, online banking password, or other sensitive financial credentials.

We may request reasonable additional information when needed to locate the transaction, verify account ownership, prevent fraud, or determine eligibility.

SpanishPal may review the following information when evaluating a request:

• the successful payment time;
• the date and time the request was received;
• the account email address;
• the relevant transaction or invoice;
• the number of Qualifying Conversation Records created after the charge;
• whether the payment was made directly or through a third party;
• whether the transaction has already been refunded, disputed, or charged back; and
• any mandatory consumer rights that apply.

When the voluntary eligibility conditions are satisfied, SpanishPal will normally approve a full refund of the eligible charge.

SpanishPal will not refuse a mandatory statutory refund solely because the voluntary 24-hour period or five-record limit has been exceeded.

When a full refund is approved:

• the refund will normally be returned to the original payment method;
• access provided by the refunded purchase or renewal may end immediately;
• the account may return to the free plan;
• unused paid benefits, entitlements, credits, or subscription access associated with the refunded charge may be removed; and
• automatic renewal for the refunded subscription may be turned off.

A refund does not normally delete the customer’s SpanishPal account. Customers may separately delete learning records, clear learning data, or delete their account through the available account controls.

If the customer wishes to keep the account but discontinue paid access, the account may remain available under the free plan.

SpanishPal will initiate an approved refund without undue delay.

After a refund has been initiated, the time required for it to appear depends on the payment provider, bank or card issuer, payment method, country, currency, and banking weekends or holidays.

SpanishPal does not control processing delays caused by banks, card issuers, app stores, merchants of record, or other payment providers.

The refund will normally be returned through the same payment method used for the original transaction unless another method is required or agreed in accordance with applicable law.

Any statutory refund will be processed within the period required by applicable law.

Cancelling a subscription and requesting a refund are separate actions.

Cancelling a subscription normally:

• stops future automatic renewal charges;
• does not automatically reverse a charge that has already been completed; and
• allows access to continue until the end of the paid billing period unless a refund is approved or another arrangement applies.

Requesting a refund does not necessarily cancel future renewal until cancellation has been confirmed. To prevent a future charge, cancel automatic renewal through the available account or billing settings, or clearly ask SpanishPal to cancel it in your refund request.

If a refund is approved for a recurring subscription, SpanishPal may cancel or disable automatic renewal for that subscription.

Deleting learning history or deleting a SpanishPal account does not necessarily cancel a subscription purchased through an app store or another third-party provider.

A purchase or renewal will normally not qualify under SpanishPal’s voluntary refund policy when:

• the request is received more than 24 hours after the charge;
• five or more Qualifying Conversation Records were created after the charge;
• the customer cannot provide information reasonably necessary to identify the account or transaction;
• the payment has already been refunded;
• the customer has already received the same benefit through a chargeback or payment dispute;
• the request relates only to currency conversion differences or fees charged independently by a bank or card issuer;
• the account was used for fraud, payment abuse, unauthorized resale, account sharing, or another material violation of the Terms of Service; or
• the request forms part of repeated purchase-and-refund activity intended to obtain paid services without payment.

These exclusions apply only to SpanishPal’s additional voluntary refund policy. They do not remove rights that cannot legally be excluded.

Except where this Policy or applicable law provides otherwise, a customer is not automatically entitled to a refund solely because the customer:

• did not use the purchased service;
• forgot to use the service;
• changed learning plans or no longer needs the service;
• did not cancel automatic renewal before the renewal date;
• did not read a renewal notice; or
• experienced an issue caused solely by an unsupported device, local internet connection, browser setting, or denied microphone permission.

However, a purchase or renewal may still qualify under the voluntary policy when the request is received within 24 hours and fewer than five Qualifying Conversation Records were created. Mandatory consumer rights remain unaffected.

SpanishPal’s voluntary 24-hour refund policy applies to eligible automatic renewal charges as well as initial purchases.

A renewal request may qualify when:

• the request is received within 24 hours after the renewal charge; and
• fewer than five Qualifying Conversation Records were created after that renewal charge.

Learning activity completed before the renewal charge does not normally count toward the five-record limit for that renewal.

If the request is approved, access associated with the renewed billing period may be removed and automatic renewal may be cancelled.

Some countries, states, provinces, or territories may provide additional rights relating to automatic renewal, renewal notices, subscription cancellation, trial conversion, or long-term renewals. SpanishPal will honor those rights where they apply.

Lifetime plans and other one-time purchases are eligible for the same voluntary refund conditions:

• the request must be received within 24 hours after purchase; and
• fewer than five Qualifying Conversation Records may have been created after purchase.

For this Policy, a lifetime plan is treated as a one-time digital service purchase and does not automatically renew unless the checkout page expressly states otherwise.

An approved lifetime-plan refund ends the paid lifetime entitlement associated with the refunded purchase. Any mandatory statutory withdrawal or refund right continues to apply.

If SpanishPal or the applicable payment provider verifies that the same purchase was accidentally charged more than once, the duplicate charge may be refunded in full.

The voluntary 24-hour period and five-record limit do not prevent correction of a verified duplicate charge.

The valid original charge may remain in place unless it independently qualifies for a refund.

If you believe a payment was made without your authorization, contact SpanishPal promptly at [email protected]. You should also consider contacting your bank, card issuer, or payment provider.

SpanishPal may request information reasonably necessary to investigate the transaction and protect the account.

Verified unauthorized charges will be handled in accordance with applicable payment rules and law. The 24-hour period and usage threshold are not intended to limit legally protected rights relating to unauthorized transactions.

Submitting a knowingly false unauthorized-payment claim may result in account restrictions and may be reported to the relevant payment provider.

If SpanishPal is not functioning as expected, contact support before requesting a refund where reasonably possible.

Please provide a description of the problem, the device and browser being used, screenshots or error messages where available, the approximate time the problem occurred, and the account email address.

SpanishPal may first attempt to identify the cause, provide troubleshooting instructions, restore access, correct the affected feature, or provide a reasonable alternative.

A brief interruption, unsupported browser configuration, local internet issue, denied device permission, or temporary third-party outage does not automatically create a refund right.

Where a paid service is materially unavailable, not supplied as described, or cannot be restored within a reasonable period, SpanishPal may provide an appropriate remedy, which may include restoration, an access extension, service credit, a proportionate refund, or a full refund.

The remedy will depend on the nature, duration, and impact of the problem and any rights required by applicable law.

Some SpanishPal purchases may be processed by an app store, merchant of record, third-party payment processor, authorized reseller, school, employer, or other organization.

The applicable seller or provider may be identified on the checkout page, receipt, invoice, or payment statement.

Where a third party controls the refund process, the customer may need to submit the request through that provider’s refund or subscription-management system.

SpanishPal will provide reasonable assistance in identifying the relevant provider but cannot override an independent provider’s systems or processing times.

Nothing in this section limits mandatory rights the customer may have against SpanishPal, the seller of record, or the applicable payment provider.

This section applies to consumers in the European Economic Area where relevant consumer law applies. The EEA includes European Union Member States together with Iceland, Liechtenstein, and Norway. It therefore includes the principal Nordic markets of Denmark, Finland, Sweden, Norway, and Iceland.

An EEA consumer may have a statutory right to withdraw from an eligible online service contract within 14 days after the contract is concluded, without providing a reason, subject to applicable conditions and exceptions. This statutory right is separate from SpanishPal’s voluntary 24-hour refund policy.

To exercise a statutory withdrawal right, send an unambiguous statement to [email protected] identifying the customer, account email address, purchased plan, transaction, purchase date, and decision to withdraw.

Immediate access during the withdrawal period

SpanishPal normally makes paid digital learning features available shortly after payment.

Where an EEA consumer expressly requests that a service begin during the statutory withdrawal period, and SpanishPal has provided the required information and obtained all confirmations required by law, the consumer may be responsible for a reasonable and proportionate amount corresponding to the service supplied before withdrawal.

Any proportionate amount must be based on the contractual price and the extent of service supplied. SpanishPal will not impose an arbitrary administrative penalty or an undisclosed AI-processing fee.

Where the required information, express request, consent, acknowledgment, or confirmation was not properly obtained, SpanishPal will not make a deduction or assert loss of the withdrawal right where applicable law prohibits it.

Refund amount

Depending on the circumstances and applicable law, an EEA statutory withdrawal may result in a full refund or a refund reduced only by a legally permitted proportionate amount for service already supplied.

SpanishPal will not apply the five-record limit to deny a broader statutory withdrawal right.

Consumers in the United Kingdom may have statutory cancellation rights for eligible online service or digital-content contracts. An applicable cancellation period is separate from SpanishPal’s voluntary 24-hour policy.

Where a UK consumer requests immediate performance during a statutory cancellation period, the treatment of service already supplied and any full or proportionate refund will be determined by applicable law and the confirmations obtained during checkout.

SpanishPal will honor any additional UK rights in force and applicable to subscription enrollment, trial conversion, renewal reminders, straightforward cancellation, long-term renewals, cooling-off periods, or proportionate refunds.

Nothing in this Policy limits any mandatory right available to a UK consumer.

Consumer-protection rules in Canada may arise under federal, provincial, or territorial law, and the applicable rights and procedures may differ by location.

Canadian consumers retain any mandatory right to cancel an eligible online contract, receive required pre-contract information, stop future subscription charges, receive a full or proportionate refund, obtain a remedy where a service was not supplied or was materially misrepresented, challenge unauthorized payments, or complain to an applicable authority.

Where Canadian law requires a full refund, proportionate refund, specific calculation method, or specific processing period, that rule will apply instead of any conflicting provision in this Policy.

SpanishPal’s voluntary 24-hour and five-record policy does not reduce any broader Canadian statutory right.

Refund, subscription, automatic-renewal, trial, cancellation, and unauthorized-payment requirements may vary between U.S. states.

SpanishPal will honor any mandatory federal or state right that applies to a particular customer or transaction, including applicable rights concerning unauthorized transactions, duplicate charges, misleading billing, automatic renewal, renewal disclosures, trial conversion, subscription cancellation, defective or undelivered services, and legally required refunds.

Where mandatory U.S. law conflicts with the voluntary restrictions in this Policy, the mandatory law will control.

Customers outside the United States, Canada, EEA, and United Kingdom may have mandatory rights under the laws of their country or region.

SpanishPal’s voluntary refund policy does not waive any right that cannot legally be waived.

Where applicable local law requires a longer refund period, cooling-off period, full refund, proportionate refund, repair, re-performance, price reduction, or another remedy, SpanishPal will provide the legally required remedy.

SpanishPal may issue a partial or proportionate refund only where:

• applicable law permits or requires it;
• part of a prepaid service was materially unavailable;
• a statutory withdrawal permits a deduction for service already supplied;
• a mandatory subscription rule requires a refund for the unused portion;
• SpanishPal and the customer agree on a reasonable resolution; or
• another fair and lawful circumstance supports a proportionate remedy.

A partial refund will not be based solely on an undisclosed internal cost or an arbitrary administrative charge.

Where a partial refund is appropriate, the calculation may consider the portion of the subscription period already supplied, the period remaining, the amount and nature of paid service used, the contractual price, the duration and impact of a service failure, and any method required by applicable law.

Where applicable law requires a full refund, SpanishPal will not substitute a partial refund.

In some circumstances, SpanishPal may offer additional access time, replacement credits, account credits, restoration of lost service time, or another reasonable service remedy.

A customer does not have to accept a credit instead of a monetary refund where applicable law entitles the customer to a monetary refund.

Unless otherwise stated, credits have no cash value, cannot be transferred, cannot be withdrawn as money, and are subject to any clearly disclosed expiration or usage rules.

Acceptance of a credit as a final resolution will be confirmed with the customer where required.

SpanishPal may deny a voluntary refund request where there is reasonable evidence of:

• fraud or payment abuse;
• deliberate manipulation of usage records;
• repeated purchase-and-refund cycling;
• use of multiple accounts to avoid limits;
• a knowingly false duplicate-charge or unauthorized-payment claim;
• receiving both a refund and a chargeback for the same payment; or
• resale or unauthorized sharing of paid access.

SpanishPal may suspend associated accounts while investigating suspected fraud or abuse.

This section does not permit SpanishPal to deny a valid mandatory consumer right.

Customers are encouraged to contact SpanishPal before submitting a chargeback so that we have an opportunity to investigate and resolve the issue.

Contacting SpanishPal first is not a condition for exercising a legally protected chargeback or payment-dispute right.

If a customer receives both a refund from SpanishPal and a chargeback or reversal for the same transaction, SpanishPal or the payment provider may take reasonable steps to correct the duplicate reimbursement.

Submitting a chargeback does not automatically cancel the customer’s subscription. Customers should separately confirm that automatic renewal has been cancelled.

SpanishPal may update this Refund Policy to reflect changes to paid plans, payment providers, legal requirements, subscription or refund procedures, or clarification of existing terms.

The revised Policy will display an updated “Last Updated” date.

A change will not retroactively reduce a refund or statutory right that had already arisen before the change took effect.

Where required, material changes will be communicated through the website, account interface, checkout page, or email.

Refund requests and questions about this Policy may be sent to:

Windvale LLC
Wyoming, United States
Email: [email protected]

For faster review, use the subject line Refund Request and include the email address associated with your account and the relevant transaction identifier.

This optional notice may be used by an EEA or UK consumer where a statutory right of withdrawal or cancellation applies. Use of this format is optional; an unambiguous statement is also acceptable.