Refund Policy

Last updated: April 30, 2026

This Refund Policy describes when and how we issue refunds for paid ASH subscriptions. It is incorporated into our Terms of Service.

Plain-English summary (not part of the contract). Within your first 14 days on a paid plan, email us and we'll refund you, no questions asked. After 14 days, we issue prorated refunds at our discretion for billing errors, service outages, or other reasonable cause. Refunds are processed through Paddle and typically take 5–10 business days to appear on your card.

1. What this covers

This policy applies to recurring subscriptions to ASH Pro, ASH Master, and any other paid plans we offer through theashgame.com. The free tier is, as the name suggests, free; nothing to refund.

2. 14-day no-questions-asked refund window

If you subscribe to a paid plan and find that ASH isn't right for you, email support@theashgame.com from the email address on your account within 14 days of your initial purchase. We'll cancel the subscription and refund the full amount of that first payment. You don't need to give a reason.

This 14-day window applies once per account, to the first paid subscription. It does not apply to subsequent renewals, plan upgrades, or to accounts that have previously received a refund.

3. Prorated refunds after the 14-day window

After the initial 14-day window, paid subscriptions are non-refundable by default. We may, at our discretion, issue prorated refunds in the following cases:

Billing errors. Duplicate charges, charges after a confirmed cancellation, or charges in the wrong amount — full refund of the disputed amount.
Sustained service outage. Unplanned downtime exceeding 24 consecutive hours in a billing period — we will credit or refund the affected portion of the period on request.
Account terminated by us in error. If we suspend or terminate your account and later determine that was incorrect, the unused portion of the period is refunded.
Other reasonable cause — evaluated case-by-case.

Prorated refunds are calculated as the unused fraction of the current billing period, rounded to the nearest day. We do not refund for periods that have already elapsed.

4. Cases where refunds are not issued

We do not issue refunds when:

You have used a substantial portion of the period's AI compute or image quota (more than 50%) and request a refund without one of the cases listed in Section 3;
Your account is suspended or terminated for violating the Acceptable Use section of the Terms of Service;
You have already received a discretionary refund on the same account in the past 12 months;
You are requesting a refund of taxes already remitted by Paddle to a tax authority — we cannot recover taxes that have been paid out to government authorities;
You initiated a chargeback through your bank or card issuer instead of contacting us first (see Section 6).

5. How to request a refund

Email support@theashgame.com from the email address on your account. Include:

The reason for the refund (one sentence is fine);
Approximate date of the charge (we can look it up);
Whether you want the subscription cancelled at the same time (we will assume yes unless told otherwise).

We respond to refund requests within 2 business days, usually within 24 hours. Approved refunds are issued through Paddle and post to your original payment method in 5–10 business days, depending on your card issuer or bank.

6. Chargebacks

If you believe a charge was made in error, please contact us first at support@theashgame.com — we can almost always resolve it faster than your bank can. Initiating a chargeback without contacting us first will result in immediate suspension of your account pending the chargeback investigation, and may result in permanent ban under the Acceptable Use section of our Terms.

7. Cancelling without a refund

You may cancel your subscription at any time without requesting a refund. Click Manage Subscription in the My Account panel; this opens the Paddle customer portal where you can cancel in one click. Cancellation takes effect at the end of your current billing period — you keep paid plan access through that date and are not charged again.

Cancelling does not delete your data. To permanently delete your account and personal data, use the Delete Account button in the same panel. Account deletion automatically cancels any active subscription.

8. Paddle as Merchant of Record

All paid ASH subscriptions are sold through Paddle, Inc., who acts as the Merchant of Record. The charge on your credit-card statement appears as “PADDLE.NET*” or similar. Paddle collects and remits applicable sales tax, VAT, and GST. Refunds are processed by Paddle on our authorization. By subscribing through ASH you also agree to Paddle's terms of service for the underlying transaction.

9. Changes to this Policy

We may update this Policy from time to time. Material changes will be announced through the Service or by email at least 14 days before they take effect. The most recent revision date is shown at the top of this page.

10. Contact

Questions about this Refund Policy? Email support@theashgame.com.