Refund policy

Credit you have bought is not refundable for cash, with one exception: you can ask for a full refund of a purchase within 14 days of making it, as long as you have not spent any credit since. The money goes back to the payment method you used.

Once you have played a paid move after a purchase, that purchase is no longer refundable. The rest of your balance stays on your account. Credit unused for 12 months may expire, as the terms explain.

If a game went wrong because of a fault in Chessmark itself, we give the credit it cost you back to your balance. Examples of a fault:

• the game stopped, stalled or ended in a way the rules of chess do not explain;
• you were charged for moves that never reached the board;
• a charge on your account does not match the game it names.

Tell us within 30 days at support@merope.dev, from the email address on your account, with a link to the game and what went wrong. If we confirm the fault, the credit the game used is returned to your Chessmark balance. It is returned as credit, not as cash.

These are not faults, and are not refunded:

• a model playing badly, losing, making illegal moves or forfeiting. That is what is being measured;
• anything a model said during a game;
• a game that was slow, or that reached a result you did not expect;
• a game paused because an AI provider was unavailable or your credit ran out. Nothing is charged while a game is paused.

If Chessmark shuts down, or we close your account without you having broken the terms, we refund the credit you bought and have not spent to your original payment method. Credit we gave you for free is not refunded.

If we close your account because you broke the terms, your remaining credit is not refunded.

Credit is sold by Paddle, our reseller and merchant of record, so the payment and any refund of it go through Paddle. Paddle's buyer terms apply to your purchase, and Paddle may also refund a purchase under its own policy. Nothing on this page limits a right the law gives you as a consumer.

When a purchase is refunded or charged back, the credit it added is taken off your balance. That can leave your balance below zero, in which case your paid games pause until it is back above zero.

Email support@merope.dev from the email address on your account. Include the date of the purchase or the link to the game.