Documents
Refunds and Cancellation
Version 1.2, effective 9 November 2026. Section 2 now points to the rule in section 5 of the Terms for a failed self-serve payment: collection pauses until the payment is received, and the subscription ends if it is still unpaid 30 days after it failed. Replaces 1.1.1 of 7 November 2026, which limited the rule that one-off Drops top-ups are not refundable to top-ups invoiced by Alchemy and named Paddle as merchant of record, and 1.1 of 25 September 2026, which set out Paddle's refund policy for self-serve purchases without qualification and removed the section on paying Alchemy by card.
This page is part of the Terms of Service (section 16) and explains sections 5 and 6 of the Terms in practice. Which way you bought decides what applies to you: section 2 if you bought a self-serve package, section 3 if you have an Order Form, however it is invoiced. Sections 4 to 7 apply to everyone.
1. Which applies to you
Your organisation's billing page in the service says who bills you. Self-serve packages are bought by card through our payment reseller, Paddle.com Market Limited. Managed agreements are sold under an Order Form, which says whether they are invoiced by Alchemy EMEA Limited or through Paddle. If you are not sure, ask hello@elixirai.io.
2. Self-serve, bought through Paddle
Paddle is the seller of record (merchant of record) for everything bought through it. Paddle's Refund Policy and Buyer Terms, published at paddle.com/legal, apply to each purchase, and Paddle decides refund requests under them. In summary:
- Under Paddle's policy you may withdraw from a purchase within 14 days of the first payment and receive a refund. On an annual subscription bought in the United Kingdom, a new 14-day period starts at each renewal. - Otherwise, transactions are non-refundable, except where the law requires a refund or Paddle decides to make one. - Paddle does not issue a refund where there is evidence of fraud, refund abuse or other manipulative behaviour. - Refund requests are made to Paddle through the support link on your receipt or at paddle.net, and a refund is paid by Paddle to the payment method you used. - You may cancel a subscription at any time. Cancellation takes effect at the end of the current billing period and stops any further payments.
Where Paddle's Refund Policy and this summary differ, Paddle's Refund Policy applies. Paddle's Buyer Terms, Privacy Policy and Refund Policy are at paddle.com/legal. You are welcome to contact us first at hello@elixirai.io: we can often resolve a problem faster than a refund request.
A trial takes a card at the start, and the first payment is taken when the trial ends unless you cancel before then; the price and the date of the first charge are shown before you start. Nothing is charged if you cancel during the trial. A downgrade takes effect at the next renewal, as section 5 of the Terms provides. If a renewal payment, or the first payment after a trial, fails, collection pauses until it is received and the subscription ends if it is still unpaid 30 days after it failed, as section 5 of the Terms provides.
3. Under an Order Form
An Order Form is a committed agreement. The fees for the initial term are payable in full, the agreement cannot be cancelled for convenience or scaled down during a term except by a written variation Alchemy agrees, and fees already paid are not refundable except as section 4 provides. The agreement renews for successive terms of the same length unless either party gives written notice of non-renewal before the renewal date, at least 90 days before it or the other period the Order Form states, as section 6 of the Terms provides. Where an Order Form is invoiced through Paddle, Paddle's Refund Policy in section 2 applies to each Paddle invoice as Paddle's terms require; otherwise the commitment in this section stands, and cancelling Paddle's billing does not end the agreement. One-off Drops top-ups invoiced by Alchemy are not refundable; a top-up bought through Paddle follows Paddle's Refund Policy in section 2.
If an invoice is unpaid we contact you first. An invoice unpaid 30 days after its due date may lead to data collection for your projects being paused and access suspended until payment is received, and an invoice unpaid 60 days after its due date to the agreement being ended, as section 5 of the Terms and the Order Form provide. Fees remain payable during a suspension caused by non-payment.
4. When a refund is due from us
We refund fees paid in advance for the unused part of a term, pro rata, where the agreement or the affected part of the service ends for one of these reasons: our material breach that we have not remedied within 30 days of your written notice (section 14 of the Terms); an objection to a new sub-processor that we cannot resolve (section 7 of the Data Processing Agreement); or our ending part of the service to avoid an intellectual property claim (section 13 of the Terms). We also refund the fees paid in advance for the affected part of the service for the period of a warranty failure we cannot correct (section 11 of the Terms). Where we, rather than Paddle, refund, we pay to the payment method or bank account the fees came from, within 30 days of the end date, in the currency you paid in; bank charges and exchange differences are yours. No refund is due from us except as this page or the Terms provide, but we may make one at our discretion. This section does not limit a refund Paddle makes under its own policy.
5. Ending the agreement for breach or insolvency
Either party may end the agreement for a material breach not remedied within 30 days of written notice, or immediately if the other becomes insolvent, as section 14 of the Terms provides. Fees already paid are not refunded where we end the agreement for your breach, and fees accrued to the end date remain payable.
6. After cancellation
When a subscription or agreement ends, your organisation's data remains available for retrieval for 90 days and is then deleted as section 8 of the Terms describes; if an Owner deletes the organisation, its data is deleted 30 days after the deletion instead. Export what you need before then.
7. Contact
Billing and cancellation: hello@elixirai.io, or +1 914 523 9040. Legal: legal@elixirai.io.