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Refund Policy

Last updated: April 2026

We want to be upfront with you: all ELI Credit purchases are final and non-refundable. We know that's not what you want to hear, but here's why this policy exists and what we'll do if something goes wrong on our end.

Our policy

All sales are final. ELI Credits are non-refundable once purchased. This applies to:

  • All credit bundles (Starter, Standard, Pro)
  • Pay-as-you-go purchases
  • Founding Teachers and standard users alike

Credits never expire, so you can use them whenever you're ready. But once you've purchased them, we can't give you a refund.

Why this policy exists

We're being honest with you: ELIOR runs on AI infrastructure that costs money the moment you use it.

  • When you grade an essay, we pay Anthropic and OpenAI for AI processing immediately
  • These costs are incurred whether you're satisfied with the result or not
  • We can't recover these costs once the processing is done

This no-refund policy allows us to keep prices fair for everyone. If we had to account for refund risk, we'd need to charge more.

If something went wrong on our end

We're human, and sometimes things break. If you experience a genuine technical error, we want to make it right.

Contact us if:

  • You were charged multiple times for the same purchase
  • Credits were deducted but the grading never completed due to a system error
  • A technical issue on our end caused you to lose credits unfairly

What to include in your message:

  • Your account email
  • Order ID or transaction reference (if applicable)
  • A description of what happened
  • When it happened

We'll review every report and correct genuine billing errors. This might mean restoring lost credits or, in cases of duplicate charges, working with LemonSqueezy to reverse the extra transaction.

What we won't refund

To be clear, we can't offer refunds for:

  • Change of mind after purchasing credits
  • Disagreement with AI grading results
  • Not using credits as often as you expected
  • Forgetting you had an account

If you're unsure whether ELIOR is right for you, we recommend starting with a smaller bundle to try it out.

Contact

Need to report a billing issue? Get in touch:

hello@m.eliorlab.com

Please include your order ID in the subject line to help us find your transaction quickly.

Adapted from the Basecamp open-source policies / CC BY 4.0