Failed work is already free.

• An unused credit pack can be refunded in full within 14 days of purchase.
• Credits already spent are not refunded, because the work was delivered at the moment it was charged.
• A duplicate charge, a charge you did not authorise, or a pack that never arrived is refunded in full, whatever the date.
• Failed requests cost 0 credits. If a request failed but was charged, that charge is reversed.

Write to support@scraply.net within 14 calendar days of the payment, from the address on the account, and include the order reference. If none of the pack's credits have been spent, the payment is refunded in full.

If some credits were used, only the unused remainder is considered. The refund is calculated on the unused share of the pack at the price you paid, minus the payment provider's non-refundable fee where it is charged to us. In practice, a partially used pack is usually better left in the balance than refunded.

These are refunded in full, with no time limit:

• A duplicate payment for the same order.
• A payment made without your authorisation, once we have confirmed it with the payment provider.
• Credits that were paid for but never added to the balance.
• A successful request that was charged twice, or a failed request that was charged.

• Credits spent on successful requests. The result was delivered and stored in your history.
• Credits spent before an account was suspended for breaching the Acceptable Use Policy. A separate refund decision may still be made in your favour.
• Unused credits after the account has been closed at your request, unless you ask for the refund at the same time and within 14 days of the payment.
• Differences caused by currency conversion or by fees your bank or payment provider charges.

Send an email to support@scraply.net with the subject "Refund request" and these details:

• The account email address.
• The order reference or the payment provider's transaction id.
• The date and amount of the payment.
• What went wrong, in one or two sentences.

We reply within 5 business days. If more information is needed, the reply says exactly what.

Refunds go back through the payment provider that took the payment, to the same method, in the same currency. The provider usually needs 5 to 10 business days to complete it. Credits bought by the refunded payment are removed from the balance at the same time, and requests that would need them are refused once the balance is empty.

Scraply cannot refund to a different card, wallet or account than the one that paid.

If a payment looks wrong, write to us first. A chargeback opened without contact freezes the account while the provider investigates, and any credits bought by the disputed payment are held. A chargeback opened after a refund was already agreed is treated as a breach of the Terms of Service.

Where consumer law gives you a right to withdraw from a digital purchase within 14 days, you ask for the credits to be supplied immediately. By spending credits, you acknowledge that the withdrawal right ends for the credits already used. Nothing here removes a right that the law gives you and that cannot be waived.

Requests for a reversal of a failed charge are handled under this policy as well: if a request was charged but did not produce a validated result, the charge is reversed whether or not a refund is claimed.