AnimalDex Refund Policy

Effective September 2, 2026

This Refund Policy explains how cancellations and refund requests are handled for AnimalDex subscriptions, consumable credits, and other digital purchases. AnimalDex is operated by GHOSTSEED LTD ("AnimalDex," "we," "us," or "our").

Nothing in this Policy limits any refund, withdrawal, cancellation, warranty, or other consumer right that cannot lawfully be excluded in your country. Where applicable law or the terms of the seller that processed your payment provide greater protection, that greater protection applies.

Identify Who Processed Your Purchase

The refund process depends on where you completed the purchase. Your receipt or bank statement should identify the seller or platform.

  1. Paddle or paddle.net: Web purchases are sold and processed by Paddle, our merchant of record and authorised reseller.
  2. Apple App Store: Purchases made through an iPhone, iPad, or Apple account are processed by Apple.
  3. Google Play: Purchases made through Google Play are processed by Google.

We cannot directly issue refunds for purchases controlled by Apple or Google. You must submit those requests to the platform that processed the payment.

Web Purchases Processed by Paddle

Paddle's Buyer Terms and Refund Policy govern Paddle transactions. Unless required by applicable law or approved under Paddle's policies, completed digital transactions are non-refundable and non-exchangeable.

You may request a refund when, for example:

  1. You were charged more than once for the same purchase.
  2. The purchased credits or subscription entitlement were not delivered after you allowed a reasonable opportunity for the issue to be corrected.
  3. The digital product is materially defective or does not materially match its description.
  4. The charge was unauthorised.
  5. Applicable consumer law gives you a right to withdraw, cancel, or receive a refund.

Eligibility may depend on the reason for the request, the nature of the purchase, whether credits or services have been used or consumed, and applicable law. Paddle makes the final decision for transactions for which it is the seller.

To request a refund for a Paddle purchase, visit Paddle Buyer Support and provide the email address used at checkout and your transaction details. You may also contact [email protected] if you need help identifying or troubleshooting the purchase.

Paddle's current policies are available in its Refund Policy and Buyer Terms.

Apple App Store Purchases

Apple controls refund eligibility and processing for App Store purchases. To request a refund, sign in at reportaproblem.apple.com, select Request a refund, and follow Apple's instructions.

Apple's refund rules, processing times, and decision apply. AnimalDex cannot approve, reject, or accelerate an Apple refund.

Google Play Purchases

Google controls refund requests made through Google Play. To request a refund, use Google Play's refund request process or locate the order in your Google Play purchase history and select Report a problem.

Google's refund rules, processing times, and decision apply. If Google directs you to the developer or the purchase was not delivered correctly, contact [email protected] with the Google Play order number and the email address associated with your AnimalDex account.

Subscriptions and Cancellations

Cancelling a subscription stops future renewals but does not automatically refund a charge already completed. Unless the seller, platform, or applicable law provides otherwise, you retain access through the end of the paid billing period.

Cancel through the same channel used to subscribe:

  1. Paddle: Use the subscription-management link in your Paddle receipt or visit Paddle Buyer Support.
  2. Apple: Manage the subscription in your Apple account's subscription settings.
  3. Google Play: Manage the subscription under Payments & subscriptions in Google Play.

Deleting your AnimalDex account does not automatically cancel a subscription. Cancel the subscription before deleting your account.

Consumable Credits and Digital Entitlements

Consumable credits and other immediately delivered digital entitlements are generally final once delivered or used, except where a refund is required by law or approved by the seller or platform.

If a purchase is refunded, reversed, or charged back, AnimalDex may remove the corresponding unused credits or entitlement from the account. If some or all of the refunded credits have already been used, we may adjust the account balance or restrict paid features as reasonably necessary to prevent duplicate benefit, fraud, or abuse, subject to applicable law.

Technical or Delivery Problems

Before requesting a refund for a missing or malfunctioning purchase, contact [email protected]. Include your receipt or order number, purchase date, purchase channel, AnimalDex account email, and a short description of the problem. Do not send full card or bank-account details.

We will investigate entitlement and delivery problems and, where reasonably possible, restore the purchase or help route the refund request to the correct seller.

Refund Method and Timing

Approved refunds are returned by the seller or platform to the original payment method, subject to its processing rules. Bank and payment-provider processing times vary. Taxes, currency conversion, and partial refunds are handled according to the seller's rules and applicable law.

Chargebacks and Unauthorised Payments

If you do not recognise a charge, first review the receipt and contact Paddle, Apple, Google, or AnimalDex support as appropriate. This may resolve the issue faster than a payment dispute. Nothing in this section prevents you from exercising any right to report an unauthorised payment to your bank, payment provider, or relevant authority.

Changes to This Policy

We may update this Policy when our products, payment channels, provider rules, or legal obligations change. The effective date above identifies the latest version.

Contact and Operator Details

For purchase delivery questions or help identifying the correct refund channel, contact [email protected].

GHOSTSEED LTD is a private limited company registered in England and Wales with company number 17287552.

Registered office: 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE.