Refund Policy

Last Updated: February 5, 2026

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1. OVERVIEW

Thank you for choosing Sidenum. This Refund Policy explains when and how you can request a refund for your purchase of our digital credit packs.

However, refund eligibility and approval decisions are determined by Sidenum according to this policy.

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2. CREDIT PACKS EXPLAINED

2.1 What You're Buying

When you purchase from Sidenum, you're buying digital credit packs that give you access to create AI-powered learning content:

Free Tier (No Purchase Required):

• 1 roadmap generation
• 3 simulations (exams, lectures, or practice sessions)
• Available to all registered users

Pack 1 — Basic:

• 3 roadmap generations
• 15 simulations (exams, lectures, or practice sessions)
• Pricing:
  • Ukraine: $20 USD
  • USA: $45 USD
  • Other regions: Based on location

Pack 2 — Pro:

• 5 roadmap generations
• 60 simulations (exams, lectures, or practice sessions)
• Pricing:
  • Ukraine: $50 USD
  • USA: $75 USD
  • Other regions: Based on location

2.2 Geographic Pricing

We offer regional pricing to make our platform accessible globally. Prices vary by region based on purchasing power parity and local economic conditions. All prices are shown in USD.

2.3 Credit Validity

Credits purchased are valid for 12 months from the date of purchase. After expiration:

• Unused credits are forfeited (no refunds for expired credits)
• You will receive email notification 30 days before expiration
• You can purchase a new pack to continue using the platform

2.4 What Counts as "Using" a Credit

• Roadmap Credit: Considered used when you successfully generate a complete AI-powered learning roadmap
• Simulation Credit: Considered used when you start (not necessarily complete) a simulation, exam, or lecture session
• Partial Generations: If generation fails due to technical error on our side, credit is not deducted

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3. REFUND ELIGIBILITY

3.1 Refund Request Window

Refund requests must be submitted within the following timeframes from the date of purchase:

• EU/UK/EEA Residents: 14 days
• USA and Other Regions: 7 days

After this period, refund requests will not be accepted (exceptions: technical failures, billing errors, unauthorized charges).

3.2 Credit Usage Requirements

Your refund eligibility depends on how much of your purchased credits you have used:

Credits Used	Refund Type	Eligibility
Less than 20%	Full Refund (100%)	✅ Eligible
20% to 80%	Prorated Refund (Partial)	✅ Eligible
More than 80%	No Refund	❌ Not Eligible

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4. REFUND TIERS

4.1 Full Refund (100%)

You are eligible for a complete refund if:

• You have used less than 20% of your purchased credits
• Your request is made within 7-14 days of purchase (depending on region)
• You have not previously received a refund from Sidenum
• No Terms of Service violations

Automatic Full Refund (regardless of usage):

• Technical failure prevented service delivery at time of purchase (48+ hours)
• Double charge or billing error
• Unauthorized charge (fraud)
• EU/UK user without explicit consent for immediate access (see Section 5)

Refund Amount: 100% of purchase price

4.2 Prorated Refund (Partial)

You are eligible for a partial refund if:

• You have used between 20% and 80% of your purchased credits
• Your request is made within 7-14 days of purchase
• You have not previously received a refund from Sidenum

Calculation Formula:

Calculation Method:

For refund calculation purposes, we use a weighted formula:

• Roadmaps = 40% of total value
• Simulations = 60% of total value

Examples:

4.3 No Refund

Refunds are NOT available if:

• You have used more than 80% of purchased credits
• Request made after 14 days (EU) or 7 days (other regions)
• You have previously received a refund from Sidenum (one refund per customer)
• Terms of Service violation (abuse, scraping, reselling content, fraudulent activity)
• Chargeback filed with bank/credit card company without contacting us first
• Credits have expired (no refunds for expired unused credits)
• You changed your mind after consuming most credits

Exceptions: Technical failures on our platform that prevent service use (see Section 6).

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5. EU/UK CONSUMER RIGHTS

5.1 Right of Withdrawal (14 Days)

If you are a resident of the European Union, United Kingdom, or European Economic Area, you have a statutory 14-day right of withdrawal under the Consumer Rights Directive 2011/83/EU and UK Consumer Rights Act 2015.

This means you can cancel your purchase within 14 days without giving any reason and receive a full refund.

5.2 Exception for Digital Content (Important!)

However, for digital content that is delivered immediately, you lose this 14-day right if:

1. You expressly consent to immediate performance (content delivery)
2. You acknowledge that you will lose your right of withdrawal once performance begins
3. You start using the digital content (generate roadmaps or complete simulations)

This complies with EU Consumer Rights Directive Article 16(m) and UK Consumer Rights Act 2015.

5.3 How This Works in Practice

At Checkout (EU/UK Users):

You will see a checkbox:

If you check this box:

• Credits are immediately available
• You can start using platform right away
• You waive your automatic 14-day full refund right
• You can still request refund based on usage (Sections 4.1-4.2)

If you DO NOT check this box:

• Credits will not be delivered for 14 days
• You have full 14 days to cancel for 100% refund
• After 14 days, credits are delivered automatically

5.4 EU Processing Fee Waiver

For EU/UK residents, we waive the $5 processing fee on prorated refunds as required by EU consumer protection law. Full refunds and partial refunds for EU users do not incur processing fees.

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6. TECHNICAL ISSUES & DOWNTIME COMPENSATION

6.1 Platform Availability

We strive to maintain 99.5% uptime (approximately 43 hours of allowed downtime per year). Occasional brief outages for maintenance and updates are normal and do not qualify for refunds.

6.2 Downtime Compensation Policy

Compensation varies based on the severity and duration of downtime:

Downtime Duration	Impact	Compensation	Refund?
Less than 6 hours	Minor	Email notification	No
6-24 hours (1 day)	Moderate	+7 days credit extension	No
2-3 days	Significant	+3 days extension + 10% bonus credits	Optional credit
4-7 days (1 week)	Major	+14 days extension + 20% bonus OR 5% refund	Yes (partial)
1-2 weeks	Severe	+30 days extension + 30% bonus OR 10% refund	Yes (partial)
Platform unavailable at purchase (48+ hours)	Complete failure	Service not delivered	Yes (FULL refund)

6.3 Scheduled Maintenance

• Announced in advance (48 hours notice): Not counted as downtime, no compensation
• Duration: Typically 2-6 hours
• Frequency: Monthly or as needed

6.4 How to Report Technical Issues

If you experience technical problems preventing you from using your credits:

1. Email: symonenko.m@sidenum.com
2. Subject: "Technical Issue - Cannot Use Credits"
3. Include: Description of problem, error messages, screenshots if possible
4. We will investigate within 24 hours

If the issue is confirmed to be on our side, we will:

• Extend credit expiration accordingly
• Refund affected credits if issue cannot be resolved
• Provide bonus credits as compensation for inconvenience

6.5 Issues on User Side

We cannot provide refunds for:

• Poor internet connection on user's side
• Browser compatibility issues (use supported browsers: Chrome, Firefox, Safari, Edge)
• Device limitations (insufficient RAM, outdated OS)
• User error or misunderstanding of platform features

We offer technical support to resolve these issues, but they do not qualify for refunds.

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7. REFUND PROCESS

7.1 How to Request a Refund

7.2 Timeline

• Acknowledgment: Within 2 business days
• Review & Decision: Within 5 business days
• Refund Processing: 5-10 business days after approval
• Total Time: Typically 7-17 business days from request to refund in account

7.3 Refund Method

• Payment Method: Same method used for original purchase
• Processor: Handled by Paddle.com
• Currency: Refunded in same currency as original purchase
• Exchange Rates: If applicable, rates at time of refund apply (not purchase rates)

7.4 After Refund Approval

Once your refund is approved:

• All unused credits are immediately revoked
• You cannot access platform to create new roadmaps or simulations
• Access to previously generated content (roadmaps you created) is retained for 30 days
• You cannot repurchase the same pack type for 30 days (abuse prevention)
• Refund is processed by Paddle within 5-10 business days

7.5 Refund Denial

If your refund request is denied, you will receive an email explaining:

• The reason for denial
• Which section of this policy applies
• Alternative solutions if available (credit extension, bonus credits, etc.)

You may reply to discuss your situation, but decisions are final after review.

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8. ANTI-ABUSE POLICY

8.1 One Refund Per Customer

To prevent abuse and maintain fair pricing for all users:

• Maximum: 1 refund per customer (lifetime)
• Exceptions: Technical failures, billing errors, unauthorized charges
• Second requests: Automatically denied unless exceptional circumstances

If you have previously received a refund, any future purchases are considered final sale (non-refundable) unless there is a technical failure on our side.

8.2 Abuse Detection

We monitor for patterns that indicate refund abuse:

• Rapid consumption: Using all credits within 24-48 hours then requesting refund
• Bulk export: Downloading/exporting all generated content then requesting refund
• Multiple accounts: Creating multiple accounts to receive multiple refunds
• Reselling: Evidence of reselling AI-generated content commercially
• Coordinated requests: Multiple refund requests from related accounts

8.3 Consequences of Abuse

If we determine refund abuse:

• Refund request denied
• Account suspended or terminated
• Ban from future purchases
• Legal action in severe cases (fraud)

We reserve the right to refuse service to anyone who has engaged in abusive behavior.

8.4 Fair Use Commitment

We are committed to fair treatment of all users. If you have a legitimate concern about your purchase, please contact us. We will work with you in good faith to find a reasonable solution.

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9. SPECIAL CIRCUMSTANCES

9.1 Unauthorized Purchases (Fraud)

If your payment method was used without your authorization:

• Full refund immediately upon verification
• Contact us ASAP: symonenko.m@sidenum.com
• Include: Details of fraud, police report (if filed)
• We will cooperate with fraud investigation

9.2 Duplicate Charges

If you were accidentally charged twice:

• Full refund of duplicate charge immediately
• Usually detected automatically by Paddle
• If not, contact us with proof of duplicate charges

9.3 Pricing Errors

If there was an obvious pricing error on our website:

• We reserve the right to cancel order and issue full refund
• Example: Pack 2 listed as $7.50 instead of $75.00 (typo)
• We will notify you promptly and offer correct price or full refund

9.4 Regional Price Changes

If we change regional pricing after your purchase:

• Your purchase is honored at the price you paid
• No retroactive refunds for price increases or decreases
• Future purchases will be at new regional pricing

9.5 Service Discontinuation

If we discontinue the Sidenum platform:

• Prorated refund for all unused credits
• 90 days advance notice
• Option to use all remaining credits before shutdown
• Access to previously generated content for download

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10. CHARGEBACKS

10.1 Contact Us First

Chargebacks:

• Take longer to resolve than direct refunds (45-90 days vs. 7-17 days)
• Result in immediate account suspension
• Incur fees that may reduce your refund amount
• Damage your relationship with us and Paddle

10.2 Consequences of Chargebacks

If you file a chargeback without contacting us first:

• Immediate account suspension (access revoked)
• Ban from future purchases
• Chargeback fee (up to $25) may be deducted from refund
• Dispute with Paddle (may affect your ability to use Paddle with other services)

10.3 Legitimate Chargebacks

We understand chargebacks may be necessary for:

• Fraud/unauthorized charges (if you couldn't contact us)
• If we are unresponsive to refund requests (we won't be!)
• If Paddle refuses legitimate refund

In these cases, we will not penalize you and will cooperate with the chargeback process.

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11. CHANGES TO REFUND POLICY

11.1 Policy Updates

We may update this Refund Policy from time to time. Changes will be:

• Posted on this page
• Reflected in "Last Updated" date at top
• Emailed to active users (for significant changes)

11.2 Effective Date

Changes take effect immediately upon posting. Your continued use of the Service after changes constitutes acceptance of the updated policy.

11.3 Purchases Before Changes

Refunds for purchases made before a policy change will be evaluated under the policy in effect at the time of purchase, whichever is more favorable to you.

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12. CONTACT US

Payment Processor (Paddle)

For billing questions, invoice requests, or payment method issues, you can also contact Paddle directly:

Paddle Support: https://paddle.com/support
Note: Refund eligibility is still determined by Sidenum per this policy

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13. LEGAL INFORMATION

13.1 Governing Law

This Refund Policy is governed by:

• For EU/UK users: EU Consumer Rights Directive, UK Consumer Rights Act 2015
• For Ukraine users: Law of Ukraine "On Consumer Rights Protection"
• For USA users: Applicable state and federal consumer protection laws
• General: Ukrainian law (company location)

13.2 Merchant of Record

Paddle.com Market Limited is the Merchant of Record for all transactions. Paddle is responsible for:

• Payment processing
• Refund processing (after Sidenum approval)
• Tax collection (VAT/GST where applicable)
• Billing support

Sidenum determines refund eligibility according to this policy.

13.3 Severability

If any provision of this Refund Policy is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that the policy remains in full force and effect.

13.4 Entire Agreement

This Refund Policy, together with our Terms and Conditions and Privacy Policy, constitutes the entire agreement between you and Sidenum regarding refunds.

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14. ACKNOWLEDGMENT

By making a purchase on Sidenum, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to the terms outlined above
• You understand your rights and obligations regarding refunds
• You consent to Paddle.com processing your payment and refunds
• For EU/UK users: You may waive your 14-day right by consenting to immediate access

If you do not agree with this policy, please do not make a purchase.

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For questions about this Refund Policy, contact us at symonenko.m@sidenum.com

Effective Date: February 5, 2026