Effective 9 October 2026 · Last updated 9 October 2026
Refund and Cancellation Policy
How refunds work for Mascotale’s one-time digital animation packs.
1. Who provides Mascotale
Mascotale is operated by NEXTHABIT LABS PRIVATE LIMITED (“Mascotale”, “we”, or “us”). Paid checkout is processed by Paddle, our merchant of record. Paddle may appear on your receipt or payment statement and processes approved refunds back to the original payment method.
2. One-time purchases
Mascotale animation packs and pack upgrades are one-time purchases, not subscriptions. They do not renew automatically, so there is no recurring plan to cancel. A pack applies to the app and selected mascot shown at checkout and provides the number of animated moments described there.
3. Requesting a refund
Email hello@mascotale.com within 14 days of purchase. Send the request from the email used for your Mascotale account and include the Paddle receipt or transaction number, the relevant app or workspace, and a short explanation. Never send full card or bank details.
We will normally respond within five business days. Requesting a refund does not guarantee approval, but it does not limit any refund, cancellation, warranty, or consumer right that applies under law.
4. When a refund is generally available
- Unused purchase: you purchased a pack or upgrade by mistake and no paid moment from that purchase has started.
- Duplicate charge: the same intended purchase was charged more than once.
- Unauthorized charge: the purchase was made without the payment method holder’s authorization, subject to reasonable verification.
- Service failure: a technical problem attributable to Mascotale prevents us from supplying the purchased digital product and we cannot restore the entitlement, provide a reasonable replacement, or otherwise resolve the issue.
- Material mismatch: the delivered product is materially different from the pack and deliverables described at checkout.
5. After generation has started
AI-assisted generation uses paid computing services and creates digital content for the customer’s selected app and mascot. Once a paid moment has started or a resulting asset has been delivered or downloaded, a change of mind, a change in project direction, or a subjective preference about an otherwise conforming result will not normally qualify for a full refund.
If a generation fails technically or produces no usable deliverable, contact us before submitting the same task again. We will review the task record and, as appropriate, restore the affected moment, provide a reasonable replacement attempt, or refund the affected purchase or unused portion. Remedies required by applicable law remain available.
6. Requests we may decline
Except where law requires otherwise, we may decline a refund for successfully supplied or substantially used digital products; dissatisfaction caused primarily by inaccurate or incomplete instructions; unsupported file or platform expectations disclosed before purchase; or a suspended or rejected request that violates our Terms of Service, acceptable-use rules, or another person’s rights.
7. Approved refunds
Approved refunds are submitted through Paddle to the original payment method. Banks and payment networks control the final posting time, which is often five to ten business days but can take longer. Currency conversion or exchange-rate movements may cause the amount displayed by your bank to differ from the original local-currency amount.
When a pack is refunded, its unused entitlement may be removed. Assets already delivered remain subject to the Terms of Service and any rights or restrictions that applied when they were created.
8. Questions and payment disputes
Contact hello@mascotale.com first if a charge or delivery is unclear so we can investigate promptly. Nothing in this policy prevents you from contacting Paddle, your payment provider, or an applicable consumer authority, or from exercising rights that cannot legally be waived.
9. Updates
We may update this policy as the paid service develops. The policy presented at checkout and any mandatory law applicable to the purchase will govern that transaction. Material changes will not retroactively remove rights attached to a completed purchase.