Refund Policy

1Your 14 days

You can ask for a refund within 14 days of any purchase: a 7-day pass, or a monthly or yearly payment of a plan. If you haven’t kept a picture with it, you get the whole price back. After those 14 days, or once you have kept a picture with it, it is not refunded. For refunds, a picture counts as kept once you download it (in any format or layout) or edit it (a change saved in the editor); a picture your pass or plan unlocks for you, a result you only look at, or opening it in the editor without saving a change does not count.

2How to ask

Ask in either of two ways:

• Paddle, our merchant of record: open paddle.net, which is linked from the receipt Paddle emailed you, and ask its buyer support for a refund.
• Us: write to support@tarsilabs.com from your account’s email address and say which purchase it is.

Paddle pays the refund back to your original payment method, usually within 5 to 10 business days depending on your bank. Tax collected on the purchase is refunded with it. A refunded pass, or the plan period a refunded payment paid for, ends at once, and the pictures it unlocked that you have not kept (downloaded or edited) become previews again.

3The 7-day pass

The pass is prepaid: one payment for 7 days of unlimited pictures. Within 14 days of buying it, you get the whole price back if you haven’t kept a picture with it. Once you have kept one, the pass is not refunded and runs to its end.

4Monthly and yearly plans

Cancel any time from your account: the plan stays active until the end of the paid month or year and is not renewed. Within 14 days of a monthly or yearly payment, you get that payment back in full if you haven’t kept a picture with the plan since it was paid. A month or a year that has ended is not refunded. A switch to yearly charges the yearly price less the unused part of the current month; that charge is a yearly payment and is refunded under the same 14-day rule. A switch to monthly takes effect when the paid year ends (in its last two hours), and nothing of that year is refunded.

5Failed and broken pictures

A failed picture never counts. If a result is clearly broken, tell us: it does not count as a picture kept (a free picture comes back to you), even when it technically finished.

6Pictures you have kept

Previews are free, so you can check every result before you pay for it. A purchase you have kept a picture with is not refunded, because keeping it delivers the file you bought; a clearly broken result is the exception above. Outside these rules we may still refund a purchase case by case: write to support@tarsilabs.com.

7Abuse

We may refuse refunds to accounts that break the terms of service.

8Your rights

This policy doesn’t limit your rights under the consumer law where you live, including a refund for a faulty result, or your rights under Paddle’s buyer terms.

9Language of this policy

This policy is published in English and in Indonesian (Bahasa Indonesia), and both versions are equal in meaning. For consumers in Indonesia the Indonesian version is the valid and binding one, as Indonesian law requires (Law No. 24 of 2009, Article 31); for everyone else the English version is the main one. If the two versions are ever read differently, the Indonesian version prevails for consumers in Indonesia.