Refund Policy

1. Digital Product Nature

All purchases on Alter Pathways — including simulation credit packs and subscription plans — are for digital services that are delivered and consumed electronically. Under EU Consumer Rights Directive and similar regulations worldwide, digital content that has been accessed or consumed is generally exempt from standard return rights.

By completing a purchase, you acknowledge that you are purchasing a digital service and that delivery begins immediately upon payment confirmation.

2. No-Refund Policy for Used Credits

Simulation credits that have been used to generate simulations are non-refundable. Once a simulation has been generated, the computational resources and AI processing have been consumed and cannot be reversed.

3. Unused Credits — Exceptional Cases

We understand that exceptional circumstances arise. If you have purchased a credit pack and have not used any credits, you may contact us within 48 hours of purchase to request a refund. Refund requests after this window will not be considered.

Refunds in this case are granted at our sole discretion and are not guaranteed.

4. Subscription Plans

Subscription plans (Monthly Unlimited, Annual Unlimited) are billed on a recurring basis. You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period — you will retain access to premium features until then.

No partial refunds are issued for unused portions of a subscription period. If you cancel mid-cycle, you will not be charged for the next period but will not receive a refund for the current period.

5. Technical Failures

If a simulation fails to generate due to a technical error on our end and a credit is deducted, we will restore the credit to your account. Please contact us with details of the failed simulation and we will investigate promptly.

This is not a refund but a credit restoration — the credit will be returned to your account for future use.

6. Fraudulent Charges

If you believe your account has been charged fraudulently or without your authorization, please contact us immediately at support@alterpathways.com and we will work with our payment provider Paddle to investigate and resolve the issue.

7. How to Request Support

For any billing concerns, credit issues, or to report a technical failure, please contact us at:

8. Payment Processing

All payments are processed by Stripe, our payment provider. Stripe handles all payment processing, disputes, and tax compliance on our behalf. If you have a dispute with a charge, you may also contact Stripe directly through their support channels.