We want you to be confident in every purchase. This Refund Policy explains when we issue refunds for credit purchases made on Holded Brains.
1. Credits never expire
Credits you buy remain in your workspace balance indefinitely. Because credits are usable at any time, we generally do not refund unused credits after they have been activated.
2. 14-day cooling-off period (EU consumers)
If you are a consumer in the EU/EEA, you have 14 days from the date of purchase to request a full refund of credits that you have not yet spent. Partially-consumed credit packs are refunded on a pro-rata basis for the unused portion.
3. Incorrect or duplicate charges
If you were charged in error, charged twice, or your bank transfer was applied to the wrong workspace, contact us within 60 days and we will issue a full refund to the original payment method.
4. Service outages
If a confirmed platform outage on our side prevents you from using credits, we will issue credit compensation or, on request, a refund of the affected portion.
5. Non-refundable situations
- Credits already spent on Marketplace automations, Templates or Integrations.
- Workspaces suspended for violations of the Acceptable Use Policy.
- Chargebacks initiated without first contacting our support team.
- Currency-conversion differences on bank transfers processed by your bank.
6. How to request a refund
Email [email protected] from the address on your workspace with your order reference. We review requests within 5 business days and, once approved, refunds arrive within 5–10 business days depending on your bank.
7. Promo codes and discounts
Refunds are calculated on the amount actually paid after any promo code discount (including the first-registration 5% code) was applied.