Last updated: September 22, 2026
You can cancel or pause your subscription at any time from Settings in the Palpable app. You do not need to contact us and we will not ask you why.
Cancelling stops the next renewal. It does not end your current period: you keep full access until the date you have already paid through, and you are not charged again after that. We do not refund the unused remainder of a period that is already running, except where section 3 applies.
Pausing works the same way and takes effect at the end of the paid period. Your device, scripts and data are not deleted while you are paused or cancelled — see our Terms for what continues to run.
Credits pay for AI usage. Every credit you spend is an AI request we have already paid a provider to run, which is why spent credits cannot be refunded.
Credits you have not spent are a different matter. Within 14 days of buying a top-up, we will refund the part of it you have not used. We can calculate this exactly, because purchased credits are tracked separately from the credits included with your plan.
Purchased credits never expire and are not lost when a plan period rolls over, so there is no deadline by which you have to use them.
If you are a consumer in the EU or EEA, the Consumer Rights Directive gives you 14 days to withdraw from a distance contract without giving a reason. This is your legal right. Nothing on this page reduces it, and you do not have to rely on our policy above to exercise it.
There is one exception, and it is worth reading. For digital content and services that start immediately, you lose the right of withdrawal once delivery has begun — but only if you asked for it to begin immediately and confirmed that you understood you were giving up the right. You are asked to confirm both of these at checkout. If you did not confirm them, your 14 days are intact.
In practice this means AI credits you have already spent are outside the withdrawal right, and everything you have not yet used is inside it.
Hardware can be returned within 14 days of delivery for a full refund, provided it is unused and in its original packaging. You cover return shipping unless the item arrived faulty or was not what you ordered, in which case we cover it.
Faulty hardware is covered by your statutory warranty rights regardless of this 14-day window. If something we sold you stops working, contact us.
Email hello@palpable.technology and tell us what you bought and when. You do not need an order number, though it helps if you have one.
Our payments are handled by Paddle.com Market Ltd, which is the merchant of record and the seller on your invoice. Refunds are issued by Paddle and honoured according to this policy. You can also raise a billing question with Paddle directly at paddle.net, using the reference on your invoice.
We answer refund requests within 5 working days. An approved refund goes back to the payment method you used; how long it then takes to appear is set by your bank, usually 5 to 10 working days.
We may decline a refund where credits have already been spent, where hardware comes back used or damaged, or where an account has been used in breach of our Terms. Outside those cases, if you are unhappy with something you bought from us in the last 14 days, ask — we would rather refund you than argue.
Epode AB
Organization number: 559486-8780
Email: hello@palpable.technology