Refund Policy

1. Overview

This Refund Policy outlines the terms and conditions for refunds on Movie Lens services operated by PARADOX BLLEKHOLL SH.P.K. ("Company", "we", "us", or "our"). We strive to provide excellent service, but we understand that circumstances may arise where refunds are necessary.

Important Notice: All credit purchases ("popcorns") are final and non-refundable, except in specific circumstances outlined in this policy or as required by applicable law.

2. Credit Purchases - Non-Refundable Policy

2.1 Why Credits Are Non-Refundable

Credits are non-refundable because:

• They represent access to AI-powered services with real operational costs
• Processing costs are incurred immediately upon purchase
• Credits provide immediate value and can be used instantly
• Our AI analysis service consumes resources for each request (1 popcorn per analysis)
• Free credits are provided to new users to try our service

2.2 Understanding Your Purchase

When you purchase credits, you are buying:

• Access to our AI movie identification service
• Digital credits that do not expire
• Immediate availability of purchased credits
• The right to use credits at your own pace

3. Exceptional Circumstances

While credits are generally non-refundable, we may consider refunds in the following exceptional circumstances:

3.1 Technical Service Failures

• Extended service outages (more than 48 hours)
• Systematic failures preventing credit usage
• Data loss affecting your account
• Billing errors or duplicate charges

3.2 Unauthorized Transactions

• Fraudulent charges on your account
• Unauthorized access to your account
• Accidental purchases by minors

3.3 Legal Requirements

• Refunds required by applicable consumer protection laws
• Regulatory compliance requirements
• Court orders or legal mandates

4. Refund Request Process

If you believe you qualify for a refund under exceptional circumstances, please follow these steps:

4.1 Submit a Request

4.2 Required Information

Please provide the following information with your refund request:

• Your account email address
• Transaction ID from Paddle (payment processor)
• Purchase date and amount
• Detailed explanation of the issue
• Screenshots or documentation (if applicable)
• Steps you've taken to resolve the issue

4.3 Review Process

Our refund review process includes:

• Initial acknowledgment within 24 hours
• Detailed review within 5-7 business days
• Investigation of technical issues (if applicable)
• Final decision communicated via email

5. Refund Methods and Timeline

5.1 Approved Refunds

If your refund request is approved:

• Refunds will be processed to your original payment method
• Processing time: 5-10 business days
• You will receive a confirmation email
• Unused credits may be removed from your account

5.2 Partial Refunds

In some cases, we may offer partial refunds:

• Prorated refunds based on unused credits
• Service credits for future use
• Compensation for service disruptions

6. Alternative Resolutions

Instead of refunds, we may offer alternative resolutions:

• Bonus Credits: Additional popcorns for service issues
• Account Credit: Credit towards future purchases
• Service Extensions: Additional benefits or features
• Technical Support: Priority support for technical issues

7. Consumer Rights

7.1 Statutory Rights

This policy does not affect your statutory rights under applicable consumer protection laws. Your rights may include:

• Right to cancel within cooling-off periods (where applicable)
• Right to refund for defective services
• Right to dispute charges with your payment provider
• Right to seek resolution through consumer protection agencies

7.2 Dispute Resolution

If you're not satisfied with our refund decision, you may:

• Request escalation to our senior management team
• Contact your payment provider for a chargeback
• File a complaint with consumer protection agencies
• Seek legal advice if you believe your rights have been violated

8. Prevention and Best Practices

8.1 Before Making a Purchase

To avoid the need for refunds:

• Try our service with free credits first
• Start with smaller credit packages
• Read our Terms of Service and this Refund Policy
• Ensure you understand how credits work
• Check our service status page for any known issues

8.2 Account Security

Protect your account to prevent unauthorized purchases:

• Keep your login credentials secure
• Log out of shared devices
• Monitor your account activity regularly
• Report suspicious activity immediately

9. Service Interruptions

In case of service interruptions:

• We will communicate through our website and email
• Your credits will remain safe and will not expire
• We may provide bonus credits for extended outages
• Service level agreements may apply for extended disruptions

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be:

• Posted on our website with the updated date
• Communicated via email for significant changes
• Applied to future purchases only
• Not retroactively applied to existing purchases

11. Contact Information

For refund-related inquiries, please contact us: