Refund policy

The rule in one line

Unused credits come back. Spent credits do not, because the work has been done and paid for. Rows we failed to process are refunded automatically without you asking.

Unused credits

Within 30 days of a purchase, you can ask for a refund of the credits from that purchase that you have not spent. Email support@sellersort.com from the address on the account, or include the order identifier.

The refund is processed through Lemon Squeezy, who took the payment. The unused credits are removed from your balance at the same time. A refund puts the money back, so the credits it bought go with it.

If you spent some of the pack, the refund covers the unspent part. We do not proportionally claw back what you used.

Spent credits

A spent credit has already been converted into model calls that we were billed for. There is nothing left to return, and a policy that pretended otherwise would just mean higher prices for everyone.

That said, if the output is wrong in a way that is our fault rather than a hard classification problem, tell us. A bug that produced bad results for you is a bug, and we will refund the affected run and fix it. A category you disagree with, where the tool reported low confidence and put the row in the needs-review file, is the tool working rather than failing.

Failed rows: automatic, no request needed

If a row or a review cannot be processed, the credit for it is refunded to your balance as part of the job. You will see it in the ledger on your account page as a separate entry. A row we did not deliver is a row you do not pay for, and making you ask for that would be indefensible.

Try before you buy, so this comes up less

Every paid tool has a free path that uses the same engine and the same thresholds as a paid run, not a demo:

• 20 single category lookups a day, no account.
• The first 10 rows of your own catalog, with the price for the rest shown before anything is charged.
• 30 pasted reviews per run, no account.

If the free path does not convince you, do not buy credits. That is what it is for.

Chargebacks

Please email us before raising a chargeback. A chargeback costs us a fee and takes weeks to resolve, where an email usually takes a day. We have not yet had a refund request we declined.

As merchant of record, Lemon Squeezy can also refund a payment itself, at its discretion, within 60 days of purchase to head off a chargeback. If that happens, the unused credits from that payment leave your balance, the same as with a refund you ask for.

Statutory rights

This policy sits on top of your legal rights, it does not replace them. If you are a consumer in the UK or the EU with a statutory right of withdrawal, that right applies regardless of what this page says. Lemon Squeezy is the merchant of record, so their terms also govern the payment itself.

See also the terms of service and the pricing page.