Refund Policy

Last updated: 2026-10-04

PenMyBook is sold through Paddle.com, our Merchant of Record. Paddle processes payments and refunds. This policy explains what we refund; it adds to, and never reduces, your rights under Paddle's Buyer Terms and consumer law where you live.

Unspent credit — refundable on request

You can ask for a refund of unspent prepaid credit that you paid for by card or PayPal.

• How: sign in and use Request a refund, or email [email protected].
• Time limit: within 120 days of a card payment, or 179 days of a PayPal payment (the limits of the payment networks). Older credit stays usable but can no longer be refunded.
• Where the money goes: back to the original payment method only, including the tax you paid on it. Credit is never paid out in cash or to another account.
• Speed: we reply within 5 business days. Once approved, your bank or PayPal usually shows the refund within 5–10 business days.
• One refund request can be open at a time per balance. For a team balance, only the team owner can request it.

Not refundable

• Credit you have already spent — chapters, covers, edits, images and exports that were delivered.
• Promotional credit (welcome or goodwill grants) and the weekly free allowance.
• Balances frozen because of a chargeback or suspected fraud, while that is under review.

Automatic returns to your balance

When a paid step fails on our side, its charge goes straight back to your credit balance — you don't need to ask:

• an export (paperback, Kindle or EPUB) that fails to build;
• a book version that fails to create;
• an AI image that fails to generate;
• a chapter stopped by our content filter.

Re-exporting a format you already paid for is free.

Closing your account

Deleting your account forfeits any remaining credit. Request a refund of your refundable balance before you delete.

EU, UK and other statutory rights

Where the law gives you a right to withdraw from a purchase (for example 14 days in the EU and UK), you keep it. Generation starts only when you choose to spend credit, so withdrawing from unspent credit is always possible within that period.

Questions

[email protected] · Contact page · You can also contact Paddle through the link in your receipt.