Refund Policy
Last updated 1 October 2026
14-day money-back guarantee.If Empathy isn't right for you, you can get a full refund within 14 days of a first purchase or the start of a subscription. No reasons needed.
1. What you can get refunded
- A new subscription (Basic or Plus): a full refund of its first payment if you ask within 14 days of the day it started. The subscription is then cancelled.
- A first purchase, such as your first top-up: a full refund if you ask within 14 days of buying it.
Monthly renewals after the first payment, and later top-ups, are not refundable, except where the law gives you a right to a refund or something went wrong on our side (for example, you were charged twice, or Empathy didn't work and we couldn't fix it). If that happens, write to us and we will sort it out.
What a refund does to your balance. When a purchase is refunded, we take back what it gave you:
- A refunded top-upremoves that top-up's exchanges from your balance. If you have already used some of them, we remove what is left, never more, so your balance does not go below zero.
- A refunded subscription payment ends the plan and cancels the subscription, so you are not charged again. You go back to the free plan with no monthly exchanges: the 25 free exchanges you got when you signed up are not given a second time. Any top-ups you bought separately stay.
A partial refund (for part of a payment), or a refund of an earlier month's payment rather than the month you are in, does not change your plan or balance automatically; we look at it ourselves and write to you if anything changes.
2. Cancelling a subscription
You can cancel at any time, as easily as you subscribed. On your Home page choose Cancel subscription (or Manage subscription, which also lets you update your card and see your invoices); you can also use the link in your Paddle receipt email, or write to us. Cancelling stops future renewals. You keep your plan, and its exchanges, until the end of the month you have already paid for. Cancelling alone does not refund the current month; ask for a refund if you are within the 14 days above.
If you delete your account while you have a subscription, we cancel it immediately, before anything is deleted, so you are not charged again. The plan ends straight away and the rest of the month is not refunded. If you are within 14 days of starting, ask for your refund first. If we cannot cancel the subscription, we do not delete your account, and we tell you.
3. How to ask for a refund
Our payments are handled by Paddle.com, our online reseller and the Merchant of Record for all our orders, so Paddle issues every refund. You can:
- use the link in your Paddle receipt email, or find your purchase at paddle.net; or
- email support@shadowly.ai with the email address you bought with, and we will ask Paddle to refund you.
Refunds go back to the payment method you used. Paddle usually processes them within a few days; your bank may take up to 10 business days to show the money.
4. Your legal rights
This policy adds to your rights under consumer law and does not replace them. If you live in the EU or the UK, for example, you may have a statutory right to withdraw from a purchase within 14 days, as described in Paddle's Buyer Terms. Where the law gives you more, you get more.
5. Contact
Jorge Mager, operating under the name Tyrell, [Business postal address — to be added].
support@shadowly.ai