Refund Policy

1. Your first purchase

You can get a full refund of your first SupWriter subscription payment if both of these are true:

• You ask within 7 days of buying your plan, monthly or annual.
• You've used less than 20% of one month's words for your plan: fewer than 1,000 words on Basic, 3,000 on Pro, or 6,000 on Ultra. Your usage is shown on your Billing page.

This refund is available once per person, on your first paid subscription. If you're inside the window but over the usage limit, we can't refund that period, but you can cancel right away so you're never charged again.

2. Renewals you didn't mean to keep

If a renewal goes through and you didn't want it, ask within 7 days of the renewal. If you've used less than 20% of a month's words since the renewal, we'll refund that renewal in full. This is available once in any 12-month period.

3. Word-credit top-ups

A top-up is refundable in full within 7 days of purchase if none of its words have been used. Once any top-up words are used, the top-up is not refundable, because those words have been delivered. Top-up words don't expire while you have an account.

4. Duplicate or mistaken charges

If you were charged twice, charged after cancelling, or charged by mistake, tell us within 7 days and we'll refund the extra charge in full. No usage conditions apply.

5. How to request a refund

Email support@supwriter.com from the email address on your account, with the date and amount of the charge.

We reply within 24 hours, and requests that meet the conditions above are approved. Refunds are issued by our payment partner, Dodo Payments (the merchant of record), to the card or payment method you used, and usually appear within 5–10 business days depending on your bank. If we can't approve a request, we'll tell you why.

6. What happens after a refund

Your subscription ends straight away, any remaining plan words are removed, and your account returns to the free plan. Text you've already processed stays in your history. You're welcome to subscribe again later, but the first-purchase refund in section 1 won't apply a second time.

7. Fair use

We may decline a refund, and may close accounts, where we see refund abuse. Examples: repeatedly subscribing and refunding, using several accounts or cards to claim more than one first-purchase refund, sharing an account, or disputing a charge with your bank after we've already refunded it.

8. If you live in the EU or the UK

You have a legal right to withdraw from an online purchase within 14 days without giving a reason. When you subscribe or buy a top-up, you ask us to start right away and acknowledge that if you withdraw after we've started, you pay for the part of the service you've used, based on the words used at your plan's per-word rate. In practice, if you qualify under section 1, 3 or 4, we simply refund you in full, which is usually better for you than the legal minimum. To withdraw, email us as described in section 5. This right is in addition to this policy and isn't affected by it.

9. Your legal rights

Nothing in this policy excludes or limits any right you have under consumer law that can't be excluded, including the consumer guarantees under the Australian Consumer Law.

10. Please contact us before your bank

If you don't recognise a charge from SupWriter (it's processed by Dodo Payments) or you're unhappy with anything you've paid for, please email support@supwriter.com first. We reply within 24 hours and can usually fix the problem, including a refund, much faster than a bank dispute, which can take weeks and may lead to your account being suspended while it's investigated.