Refunds, Cancellation & Complaints

Version 2.1 · effective 2026-07-27 · in force

1. Credits and the withdrawal waiver

Credits pay for AI work performed on demand — a digital service. Credits you purchase do not expire; promotional or granted credits (including subscription allowances) may carry an expiry, and each lot's expiry — or the fact that it never expires — is shown per lot in your Billing view. Under EU consumer law, each credit purchase carries a 14-day right of withdrawal, running from the conclusion of the contract — the purchase. Because the service ordinarily begins at once, the platform asks you — when you initiate a credit purchase or a subscription — for a discrete, two-step act:

1. you give your express prior consent for the paid digital service to begin immediately, during the withdrawal period; and
2. you acknowledge that you lose your 14-day right of withdrawal for the credits you put to use once performance has begun.

This waiver is never bundled into accepting the "Terms of Service & Acceptable Use". It is captured separately, as its own two-step consent, before the purchase completes. The platform keeps an append-only record of your consent and acknowledgment, tied to the exact version of this policy you saw; that record remains visible to you in your Billing view and is included in the data export you can download at any time, and the payment processor's invoice or receipt for the purchase itself is available in your Billing view as well.

The effect, stated plainly:

• Withdrawal within the 14-day window refunds your unused credit balance, proportionately — withdrawal ends the contract for the credits you have not put to use.
• Credits already put to use are final under the consent and acknowledgment above: the work they paid for was performed at your request.

2. Subscriptions; the EU withdrawal function

A subscription is a digital service. You may cancel it yourself at any time, without friction, from your account. Cancellation takes effect at the end of the paid period: the subscription runs, and its allowance stays usable, until the period you have already paid for ends, and no further period is charged. On a valid withdrawal within the window, any charge is refunded pro-rata for the unused part.

If you are an EU consumer, the withdrawal function required for online distance contracts since 2026-06-19 is provided in your Billing view — a withdrawal action you can trigger there, for credit purchases and subscriptions alike — and remains available throughout the withdrawal period.

3. Our posture, stated plainly

• Credits put to use are final under the waiver in Section 1.
• Unspent credits are refundable within the withdrawal window.
• Purchased credits do not expire (Section 1). A promotional or granted lot that reaches its stated expiry unused lapses — it was granted value, not money you paid, and its expiry was shown on the lot in your Billing view.
• Credits are not converted to cash; statutory refunds of unused balances are made to your original payment method.
• Beyond your statutory withdrawal rights, refunds are reviewed decisions, not automatic — we look at each request.
• Complaints are adjudicated on the usage ledger's evidence — the record of what was actually spent.

Account closure (termination and offboarding). When your account closes — whether you file deletion yourself or the Terms' termination section applies — any unspent purchased balance remains refundable on request within the statutory frame that applies to it; credits already put to use stay final under Section 1. The data export you can download before deletion (and the account-wide export) carries the usage ledger, so the record of what was spent and what remained travels with you.

This is a fair-but-firm posture: you are protected for what you have not used and for what the law requires, and we do not refund work that was genuinely performed at your request.

4. Complaints (reklamacje)

If you are dissatisfied with a charge, a decision, or the service, you may file a complaint.

• How. Contact us through the platform — or by e-mail at support@runmyb.com — describing the issue and what you seek. A complaint received by e-mail is adjudicated on the same usage-ledger evidence, and under the same 14-day deadline, as one filed through the platform.
• Our response deadline. If you are a consumer to whom Polish consumer law applies, we must respond to your complaint within 14 days, and if we do not respond within 14 days, the complaint is deemed accepted — that is the statute's rule and it is binding on us. For every other customer, we target the same 14 days, stated as an aim.
• Chargebacks. If a payment is reversed through the payment provider (a chargeback), the credited value that payment purchased may be removed from your balance; where that balance was already spent, the account may owe the difference. Disputes about a reversal are handled through this complaints route, on the same ledger evidence.
• Escalation and appeal. If you disagree with our response, you may escalate through the same channel, and you retain your right to consumer dispute-resolution bodies and to the courts. On out-of-court dispute resolution, our position stated honestly: we participate in consumer alternative-dispute-resolution procedures where the law requires it, and where participation is voluntary we will state our position on the specific dispute when asked — we do not name a dispute-resolution body we have not engaged.

5. Changes

This document is published, dated, and versioned. It does not require your acceptance; the withdrawal waiver (Section 1) is captured as its own discrete consent when you initiate a purchase.