Refund Policy

Last updated 2026-11-05. Credits are prepaid, so here is exactly when we refund them.

1. Unused credits — 14 days

You can request a full refund of unused credits within 14 days of the purchase. We refund to the original payment method. Used credits are not refunded, because the analysis has already been performed and paid for in computing costs.

2. Analyses that fail or are cancelled are free

If an analysis fails, or you cancel it before it completes, no credits are charged. If you believe you were charged for a failed run, tell us the order or job reference and we will correct the ledger.

3. Duplicate or unauthorized charges

Duplicate charges, charges made without your authorization and charges caused by a bug on our side are refunded in full, at any time.

4. EU / UK consumers — right of withdrawal

As a consumer in the EU or UK you normally have 14 days to withdraw from a distance purchase. For digital services supplied immediately, that right ends once performance has begun with your express consent and your acknowledgement that you lose the right of withdrawal. By purchasing credits and activating them you give that consent. Unused credits are still refundable within 14 days as described in section 1.

5. How to request a refund

Email support@dewori.com with your order id (it starts with ord_ and is on your account page) and the reason. We answer within 2 business days and process approved refunds within 5–10 business days, depending on your bank or card issuer.

6. Chargebacks

Please contact us first — most issues are resolved the same day. A chargeback without prior contact may lead to the account being suspended while the dispute is investigated.

7. Business customers

If you buy on behalf of a company and need an invoice with your VAT / tax id, include it in your request; we issue invoices through our payment provider.