Legal
Refund policy
Last updated 2 November 2026
The short version
- Ask for a refund within 14 days of any payment.
- If you haven't spent the credits it bought, all of it comes back; if you have, the share for the credits you haven't spent.
- Paddle, our Merchant of Record, returns it to the card or account you paid with.
- Credits for a Run that failed because of Lexora come back on their own.
Who sells Lexora
Lexora is sold by Paddle.com, our reseller and Merchant of Record. Paddle takes your payment, adds tax where it applies, issues your invoices and makes refunds. Paddle’s buyer terms and refund policy apply too, and where they give you more than this policy, they take precedence.
14 days from any payment
You can ask for a refund within 14 days of any payment for Lexora: a new plan, a monthly or yearly renewal, an upgrade or a top-up. You don’t need to give a reason.
How much comes back
Every payment buys credits: a plan’s for each month of its period, or a top-up’s. If you haven’t spent any of them, the whole payment comes back. If you have, you get back the share for the credits you haven’t spent, and the tax you paid comes back in the same share.
For example
You paid $299 for a month of Pro, which brings 3,200 credits, and spent 800 of them. 2,400 of the 3,200 are left, so $224.25 comes back.
On a yearly plan the credits of all twelve months count. Spend 800 of Pro's 38,400 in the first two weeks, and $2,927.71 of the $2,990 comes back.
Lexora spends a plan’s credits before a top-up’s, so a top-up bought in the last 14 days is usually untouched and comes back in full.
How to ask
The Owner who paid can ask in either of two ways:
- write to help@lexora.ink with your Organization’s name and the date of the payment;
- open the link in Paddle’s receipt email, or go to paddle.net, and choose Request refund.
Paddle sends the money back to the card or account you paid with within 14 days of approving the refund. Your bank may take a few more days to show it.
After a refund
- A refunded plan payment ends the plan at once, together with the credits left from it. To keep the plan to the end of the period instead, cancel it.
- A refunded top-up removes the credits left from it.
- Everything your Organization has made stays: articles, files and Knowledge Bases.
After 14 days
Payments older than 14 days aren’t refunded, with two exceptions: a charge we made by mistake, such as a double charge or a renewal after you cancelled, which we refund whenever you tell us; and a refund the law entitles you to.
Credits for failed Runs
This isn’t a refund of money, and you don’t need to ask for it: when a Run fails or stops responding because of Lexora, its credits go back to your balance automatically. A Run you stop yourself spends what it used, up to its price.
Cancelling, downgrading and deleting
None of these refunds anything by itself. Cancelling stops the next renewal and keeps the plan to the end of the period you paid for. A cheaper plan starts at the next renewal. Deleting an Organization ends its plan at once. Within 14 days of a payment you can still ask for a refund as described above.
Your rights as a consumer
If you buy as a consumer, the law where you live may give you more, such as the right to withdraw from a purchase that consumers have in the EU and the UK. Paddle’s buyer terms explain how it works, and nothing in this policy limits it.