Refund Policy

1. Principle

Credits are prepaid and non-expiring, and we aim to make refunds simple and predictable. This policy explains when credits and orders are refunded, how to ask, and how long it takes.

It applies alongside the Terms of Service, the Payment Policy and the Cancellation Policy.

2. When you get a refund

Unused credits are refundable for 14 days from the day they were bought. Credits already spent on delivered work are not refundable.

Ask through the contact form at /contact with the top-up reference from your ledger and the unspent balance goes back to the way it was paid — support@antenna.builders is the address on file but cannot currently receive mail, so the form is the channel to use.

Beyond those 14 days, unused credits are still refunded when a technical fault on our side left the service unusable for more than 72 consecutive hours, or when a duplicate payment occurred.

3. Undelivered posts and sends

A channel post, DM send or translation that is not delivered is not charged; where credits were set aside for it, they go back to your balance automatically and the ledger shows the return.

You do not need to ask for this.

4. How to request

Use the contact form at /contact with the top-up reference from your ledger (support@antenna.builders cannot currently receive mail, so an emailed request will not arrive). We process approved refunds to the original payment method within 10 business days.

Tell us the top-up reference, the amount you want refunded and the reason. We confirm receipt, check the request against the ledger, and tell you the outcome within 5 working days.

5. How the money comes back

A refund is paid to the card that was used for the top-up, in the currency you paid, for the amount you paid for the credits being refunded. Your bank may take a few more days to show it.

If that card is no longer valid, we will agree another way to return the money after confirming it is yours.

6. What is not refunded

Credits already spent on delivered DM sends, delivered translation, or template months that have already run; accounts terminated for breach of the Acceptable Use terms; partial payments credited proportionally at the time of purchase.

7. Right of withdrawal (EU and UK consumers)

If you are a consumer in the EU or the UK, you have 14 days from a credit top-up to withdraw from that purchase. Credits from that top-up that you have not spent are refunded in full.

Credits you have already spent in those 14 days are not refunded: by spending them you ask us to begin supplying the service immediately and accept that the right of withdrawal is lost for the part already supplied.

This right is in addition to the cases in section 2, not instead of them. To withdraw, contact us as described in section 4 with the top-up reference from your ledger.

8. Commissioned builds and specialist retainers

A commissioned bot build and a specialist retainer are bought with credits like everything else, so the 14-day rule in section 2 applies to the credits themselves while they are unspent.

Credits are spent on a commissioned order at the moment you pay the order from your wallet. After that: before scoping starts, cancel the order and the credits go back to your wallet in full.

Once scoping or building has started, the credits covering work already delivered are not refunded and the rest is returned — the order timeline in Orders is the record of what was delivered.

A retainer that is cancelled mid-term is refunded for whole months not yet begun, and not for the month in progress. If we fail to deliver a commissioned build at all, every credit paid for it is returned.

A specialist retainer is paid when you book; if we cannot match the specialists you chose within 5 working days of booking, every credit paid for it is returned to your balance, and a retainer term only starts on the day your specialists are introduced.

9. Chargebacks

Please contact us before opening a payment dispute — almost everything is resolvable faster directly, and we can see the full ledger on our side.

This is a request, not a condition: nothing here limits your right to dispute a transaction with your bank, card issuer or payment provider at any time.

10. Governing law

This policy is governed by the law of England and Wales, the same as the Terms of Service, and does not affect the mandatory consumer protections of your country of residence.