01General policy
Subscription payments are generally non-refundable. A change of mind, non-use of the service or cancellation does not automatically entitle you to a refund. The technical-issue exception below is subject to support review. These commercial conditions do not restrict your statutory rights.
02Use during your subscription month
Any successful use of paid features during the subscription month concerned excludes a commercial refund for that month. This includes a successful AI request using Lite subscription credits or a successful AI request under Pro, which has no monthly credit cap.
A subscription month runs from your subscription anniversary date to the next monthly anniversary, rather than by calendar month, including with annual billing. Use in an earlier subscription month does not by itself exclude review of the month concerned.
Signing in, viewing your profile, managing your subscription and requests using only free credits do not count as paid usage. Failed attempts and credits restored after an error do not count as successful paid usage.
03Technical issues and support review
If a technical problem prevents the extension from working and you have not successfully used paid features during the subscription month concerned, contact support. An exceptional commercial refund may be considered if the problem is confirmed and remains unresolved after support assistance. Reporting a problem does not guarantee a refund.
Email contact@explainsnap.com from your account email address, or use the contact form with the subject “Technical support”. Include:
- The subscription payment or invoice concerned and when the problem occurred.
- A description of the problem, any error message and the steps to reproduce it.
- Your browser and extension versions, and screenshots or a video if available.
The contact form accepts text only; send any screenshots or video by email. Hide personal or confidential information and never send passwords or payment card details. Support may ask for reasonable additional diagnostic information and review account usage records.
We usually reply within 24 to 48 hours.
04Cancel your renewal from your profile
You can stop automatic renewal at any time from the subscription section of your profile. Once cancellation is confirmed, your subscription remains active until the end of the period already paid and does not renew. Cancellation does not automatically issue a refund or close your account. If you cannot access your profile or cancellation fails, contact support.
05Annual subscriptions and upgrades
An annual subscription is billed once for the full year. Monthly Lite credit renewals do not turn it into a monthly billing contract. We do not offer commercial prorated refunds for unused months of an annual subscription. Technical-issue requests remain subject to the review conditions above, and statutory rights remain unaffected.
An upgrade from Lite to Pro starts a new paid period at the full Pro price, without an automatic prorated refund or credit for the remaining Lite period. See the subscription terms.
06Restored credits and payment refunds
Credits restored following a failed AI request are returned to your credit balance; this is not a refund of your subscription payment. Credits have no cash value. See the credit rules.
07Your statutory rights
Nothing in this policy excludes or limits mandatory withdrawal rights, remedies for a faulty or non-conforming service, or rights relating to incorrect or unauthorized charges under applicable law. The commercial paid-usage and technical-review conditions above do not restrict those rights.
For information about withdrawal, see the Terms of Service. Contact support to exercise an applicable right or report a billing error; a technical fault is not required to exercise a statutory withdrawal right.