REFUND POLICY

1. CREDIT PURCHASES

Sprout operates on a prepaid credit system. When you purchase credits:

• Credits are added to your account immediately after successful payment
• Credits do not expire
• Credits are non-transferable between accounts
• Refunds are issued to your original payment method in the currency you were charged

2. REFUND ELIGIBILITY

2.1 Eligible for Refund

You may request a refund in the following cases:

• Unused credits: Unused credits are refundable within 14 days of purchase, for any reason
• Duplicate charges: If you were charged multiple times for the same purchase
• Technical failures: If payment was processed but credits were not added to your account
• Service unavailability: Extended outages (24+ hours) that prevented use of purchased credits

2.2 Not Eligible for Refund

Refunds are generally not provided for:

• Unused credits more than 14 days after purchase (credits do not expire, so you can use them anytime)
• Credits already consumed for hardware time, setup, or support
• Accounts terminated for policy violations
• Dissatisfaction with AI agent performance

3. HOW TO REQUEST A REFUND

To request a refund:

1. Email billing@sprout.boutique with your request
2. Include your account email and the transaction ID or date
3. Describe the reason for your refund request
4. We review every request and reply to you

Requests for unused credits must be made within 14 days of the purchase. Duplicate charges, failed top-ups and outages can be raised within 30 days of the original purchase.

4. REFUND PROCESSING

If your refund is approved:

• Refunds are processed to the original payment method
• How long the money takes to reach you depends on your bank
• The corresponding credits will be removed from your account
• If you have used part of a purchase, the unused credits from it are refunded

5. SERVICE CREDITS

In some cases, we may offer service credits instead of monetary refunds:

• For minor service disruptions
• As compensation for inconvenience
• When monetary refund is not applicable

Service credits are added to your account and can be used for any Sprout services.

6. CHARGEBACKS

Filing a chargeback without first contacting us may result in:

• Immediate account suspension
• Loss of all credits and data
• Inability to create future accounts

We are committed to resolving billing issues fairly. Please give us the opportunity to address your concerns before involving your bank.

7. EU/UK STATUTORY WITHDRAWAL RIGHT

If you are a consumer in the EU/EEA or UK, the law generally gives you a 14-day right to withdraw from a distance contract without giving a reason. Because credits are digital content/services that are supplied immediately and become usable as soon as your payment succeeds, purchasing credits constitutes your express request for us to begin providing the service right away and your acknowledgment that you lose the 14-day withdrawal right once that happens, to the extent permitted by applicable law. This does not affect the refund eligibility described in Section 2 above: unused credits remain refundable within 14 days of purchase for every customer, as does any other statutory right you cannot waive.

8. CONTACT

For billing questions or refund requests, contact us at billing@sprout.boutique or through our Contact page.