Adhand is sold by Ballmer Peak Applications LLC (a Delaware limited liability company, 8 The Green, STE B, Dover, DE 19901, United States). Our order process is conducted by our online reseller Paddle.com, which is the Merchant of Record for all our orders. Paddle takes your payment and issues refunds. This policy is part of our Terms of Service. It sits beside Paddle's own Refund Policy, and where the law gives you stronger rights, those rights apply.
1. The short version
- You have 30 days from your purchase to ask for a refund of wallet money you have not spent.
- If you have not spent the money, you get all of it back.
- If you have spent part of it, you get back the part that is still unspent. Money already spent on generation is not refunded, for the reason in section 4, and money spent on an unlock is not refunded either (section 6), unless that work failed or the law says otherwise (sections 5 and 7).
- Ask Paddle at paddle.net or through the link on your receipt. You can also write to support@adhand.ai and we will help.
2. What you can buy
| Purchase | What it is |
|---|---|
| Top-up ($10, $25, $50) | Adds that amount to your workspace's wallet |
| Starter ($30) | Adds $30 to the wallet and one free ad unlock. One per workspace and per app |
| Ad unlock ($30, taken from the wallet) | Lets you export one ad up to 5 times, in all four sizes, within 30 days. No separate payment; it uses wallet money |
3. How to ask for a refund
- Through Paddle (fastest). Use the "Request refund" option at paddle.net or the support link in your Paddle receipt or email. Paddle decides and pays refunds to your original payment method, normally within 14 days of approval.
- Through us. Email support@adhand.ai from your account's email address with the workspace name and the purchase date. We will tell you what is refundable and ask Paddle to refund it, or tell you why not. We reply as soon as we can.
- EU, EEA, Swiss and UK consumers can also use the withdrawal option in the Paddle customer portal (see section 7).
When a refund is approved, Paddle takes back the matching share of the money it added to your wallet. A full refund of Starter also removes its unused free unlock. After a refund, the removed money is no longer available to spend.
4. Money you have already spent
When you spend wallet money, Adhand pays outside providers right away for cloud phone minutes, AI image, video and voice generation, AI model use and video rendering. Those providers do not refund us, so money already spent on work that was delivered to you is not refunded because you changed your mind. This is the only reason spent money is excluded. We never use it to refuse a refund of money you have not spent, and we do not say "all sales are final".
How we work out what is unspent: your wallet balance on the date we process the request, up to the amount of the purchase you are asking about, with the oldest purchase first.
5. When work goes wrong
Tell us at support@adhand.ai within 30 days of the problem if:
- a recording or generation fails, or comes out unusable because of a fault on our side, and you were charged for it;
- you were charged twice, or for something you did not approve;
- an ad cannot be exported even though the unlock should allow it.
We will check the ledger and, if the fault is ours, return the money to your wallet or refund it through Paddle, whichever you prefer. Screening, scans and onboarding messages are free. A cloud phone that never started is not charged.
6. Ad unlocks
An unlock is paid from your wallet. An unlock starts your export allowance and the 30-day period as soon as it is made, so money spent on it is not refunded, except for a fault under section 5.
7. Your legal right to withdraw (EU, EEA, Switzerland and UK consumers)
If you are a consumer in the EU, EEA, Switzerland or UK, you have a 14-day right to withdraw from a purchase of digital content or digital services, and get a full refund, without giving a reason. The 14 days start on the day of purchase.
How to use it: use the withdrawal option in the Paddle customer portal (the "Manage transaction" link in your confirmation email) or at paddle.net, or tell us at support@adhand.ai. Refunds for valid withdrawals are paid within 14 days of the request.
Work already started. Adhand starts delivering as soon as you spend wallet money, and the work is performed straight away. We do not currently record your express request to begin work during the 14 days, or your acknowledgement that you would lose the right to withdraw once the work is fully performed, so we do not rely on that exception. Unspent wallet money can always be withdrawn within 14 days. For wallet money you have already spent, we handle each withdrawal request individually and under the law that applies to you.
Other countries have their own cooling-off periods (for example 7 days in some). Where the law gives you a longer or better right than this policy, you get that right.
8. Chargebacks, fraud and abuse
Please contact us before you dispute a charge with your bank. We can usually fix it faster. We do not refund where there is evidence of fraud, refund abuse or manipulative behaviour, such as repeatedly buying, spending and asking for refunds, or buying Starter for an app and asking for refunds to buy it again. A refunded Starter cannot be bought again for the same workspace or app. We may pause access while a chargeback is reviewed.
9. Deleting a workspace or account
Money left in a workspace's wallet is lost when the workspace is deleted. Before you delete, ask for a refund of unspent money as above. If we end your account without a breach on your part, we will refund unspent wallet money.
10. Contact
Ballmer Peak Applications LLC, 8 The Green, STE B, Dover, DE 19901, United States. Email support@adhand.ai. Paddle: paddle.net.
Questions about this policy: support@adhand.ai