This Refund Policy applies to purchases of Sphere paid plans. Sphere is provided by GENNIA INTELIGENCIA ARTIFICIAL LTDA (“Gennia”), and payments are processed by Paddle as our Merchant of Record.
1. Free trial
New organizations may access Multiplayer features free during a trial period (currently 30 days). If you cancel before the trial ends, you will not be charged and your organization reverts to the free Solo plan. No payment is taken to start using the free Solo plan.
2. 7-day refund window
If you are charged for a Multiplayer subscription (monthly or annual), you may request a full refund within 7 days of that charge. This applies to your initial purchase and to each automatic renewal charge. Refunds are issued to your original payment method through Paddle.
3. Cancellation & renewals
Subscriptions renew automatically until cancelled. You can cancel at any time from your account or through Paddle. Cancellation stops future renewals; you keep paid access until the end of the current billing period. Cancelling does not, by itself, trigger a refund for the current period outside the 7-day window described above.
4. Requesting a refund
To request a refund, contact support@usesphere.ai with the email address used for the purchase, or use the receipt link from Paddle in your purchase-confirmation email. We aim to process eligible refunds promptly; the time for funds to appear depends on your payment provider.
5. Exceptions
Refunds may be declined where there is evidence of fraud, abuse of this policy (for example repeated refund-and-repurchase cycles), or a violation of our Terms of Service. Applicable taxes are handled by Paddle and refunded in accordance with its processes.
6. Your statutory rights
Nothing in this policy limits rights you may have under mandatory consumer- protection law, including the Brazilian Consumer Protection Code (CDC) and, for consumers in the EU/UK, statutory withdrawal rights. Where such rights grant a longer or broader remedy than this policy, those rights prevail.