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, unless otherwise required by applicable law or the rules of the applicable Payment Provider.

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2. SUBSCRIPTION PLANS & CREDITS EXPLAINED

2.1 How the System Works

Sidenum operates on a monthly subscription model. When you subscribe to a plan, you receive a fixed monthly allocation of AI Roadmap generations and Simulation Credits. If you need more credits beyond your monthly allocation, you can purchase additional credits at any time through the Credit Top-Up system. The per-credit Top-Up rate depends on your active subscription tier — the higher your plan, the lower the price per credit.

2.2 Monthly Subscription Plans (Student)

Free Tier (No Purchase Required):

• 1 AI Career Roadmap generation
• 3 Simulation Credits (exams, lectures, or practice sessions)
• Available to all registered users
• Credit Top-Up not available on free tier

Starter Pack — $22/month:

• 2 AI Career Roadmap generations
• 13 Simulation Credits (Learning and Exams)
• Difficulty: Beginner to Medium
• In-app Analytics
• Learning and Exams reports (view-only within the system)
• Credit Top-Up rate: $2.00 per credit
  • 5-Credit Bundle: $9.00 ($1.80/ea) — 10% off
  • 15-Credit Bundle: $24.00 ($1.60/ea) — 20% off

Standard Pack — $33/month:

• 4 AI Career Roadmap generations
• 22 Simulation Credits (Learning and Exams)
• Everything in Starter, plus:
  • Difficulty: Unlocks Advanced mode
  • AI Memory & Adaptive Learning
  • Generate Roadmaps via Vacancy Links
  • PDF Export for Reports
  • Career & Vacancy Search module
• Credit Top-Up rate: $1.70 per credit (15% discount vs. base rate)
  • 5-Credit Bundle: $7.50 ($1.50/ea) — 12% off
  • 15-Credit Bundle: $19.50 ($1.30/ea) — 24% off

Pro Pack — $47/month:

• 5 AI Career Roadmap generations
• 35 Simulation Credits (Learning and Exams)
• Everything in Standard, plus:
  • Difficulty: Unlocks Expert & Impossible modes
  • Deep Persistent AI Context
  • Priority Support & Fast Processing
  • Advanced Skill Analytics Dashboard
• Credit Top-Up rate: $1.30 per credit (35% discount vs. base rate)
  • 5-Credit Bundle: $5.50 ($1.10/ea) — 15% off
  • 15-Credit Bundle: $15.00 ($1.00/ea) — Best Value

2.3 Credit Validity

All credits — both subscription-included and purchased Top-Up credits — are valid for 2 months from the date they are issued or purchased. After expiration:

• Unused credits are forfeited (no refunds for expired credits)
• You will receive email notification 14 days before expiration
• Subscription renewal issues a new batch of credits with a fresh 2-month validity
• Purchasing a new Top-Up does not extend previously issued credits

2.4 Credit Top-Up Purchases

Credit Top-Up purchases are separate one-time charges in addition to your monthly subscription fee:

• Unused Top-Up credits are eligible for prorated refund within 7 days of purchase
• Used Top-Up credits are non-refundable
• The per-credit rate depends on your active subscription tier at time of purchase
• Downgrading your plan does not retroactively change the price of previously purchased Top-Up credits

2.5 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: Refunds are generally issued to the same payment method used for the original purchase, where possible
• Processor: Refunds may be processed by Sidenum or by the applicable Payment Provider used at checkout
• Currency: Refunds are generally issued in the same currency as the original purchase, unless otherwise required by law or payment network rules
• Exchange Rates: If applicable, exchange rates and bank conversion fees are determined by your payment provider, bank, or card issuer

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 Sidenum or the applicable Payment Provider, typically within 5-10 business days after approval

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 the duplicate charge upon verification
• Duplicate transactions may be detected automatically by our systems or by the applicable Payment Provider
• If not, contact us with proof of the 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 $3.30 instead of $33.00 (typo)
• We will notify you promptly and offer correct price or full refund

9.4 Price Changes

If we change subscription pricing after your purchase:

• Your active subscription is honored at the price you paid until the next renewal
• You will be notified at least 30 days before any price changes affect your subscription
• No retroactive refunds for price increases or decreases
• Future renewals will be charged at the updated price

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
• May affect your relationship with us and the applicable Payment Provider

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, where permitted) may be deducted from any discretionary refund
• Dispute with the applicable Payment Provider or payment network, which may affect future transactions

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 the applicable Payment Provider refuses or cannot process a 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 and Billing Support

For billing questions, invoice requests, payment method issues, or transaction support, you may contact us first at:

Email: symonenko.m@sidenum.com
Note: Depending on your checkout flow, payment processing and refund execution may also involve an authorized third-party Payment Provider. Refund eligibility is determined by Sidenum under this policy, unless otherwise required by applicable law.

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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 Payment Provider / Merchant of Record

Depending on your location, payment method, or checkout configuration, payments may be processed by Sidenum directly or by an authorized third-party payment provider or Merchant of Record ("Payment Provider"). The applicable Payment Provider may be responsible for:

• Payment processing
• Refund execution (following Sidenum approval, where applicable)
• Tax collection and remittance (including VAT/GST where applicable)
• Billing support and transaction records

Sidenum determines refund eligibility in accordance with this Refund Policy, unless otherwise required by applicable law or mandatory rules of the applicable Payment Provider.

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 payment processing and refund execution by Sidenum or an authorized third-party Payment Provider, as applicable to your purchase
• 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