Telebase runs on prepaid API credits, purchased as one-time packages and billed by Paddle, which acts as Merchant of Record. Paddle processes the payment, issues the receipt, and handles VAT and sales tax. Nothing recurs: there are no subscriptions and no automatic top-ups. Each successful lookup deducts credits from your balance in line with our Terms of Service.
After 14 days from purchase, refunds of unused credits are at our discretion. If you have a balance you no longer need and the window has passed, contact us and we will look at it case by case.
You are only charged for successful lookups. If a technical fault on our side causes credits to be deducted without a valid response being returned, we restore those credits to your balance once the fault is confirmed. If a verifiable service fault has materially affected your use of a purchased package, contact us and we will resolve it with a credit restoration or a refund of the affected amount, whichever is appropriate.
Email [email protected] from the address on your Telebase account and include your Paddle order number, which is on the receipt Paddle emailed you at purchase. You can also raise the request directly with Paddle by replying to that receipt.
If you believe a charge is wrong, contact us first. A refund request is almost always faster than a card dispute. When a chargeback is raised with your card issuer, the corresponding credits are removed from the account, and API keys on the account may be suspended while the dispute is investigated.
Nothing in this policy limits any statutory rights you hold under applicable consumer protection law, including withdrawal rights that apply in the EU and UK. Where you consume credits during a statutory withdrawal period, you acknowledge that performance of the service has begun at your request, and any statutory refund is reduced accordingly. Refunds under this policy operate alongside, not instead of, those rights.
Questions about this policy: [email protected]. See also our Privacy Policy.