Refund Policy
This policy explains when a payment for adup.com can be refunded and how to ask for one. It sits alongside our Terms of Service; where the two describe the same thing, this page is the more specific one.
Who you are buying from. Payments for adup.com are processed by Paddle.com Market Ltd, which acts as the merchant of record (our authorised reseller) for every order. Paddle is the seller on your invoice, collects and remits any sales tax or VAT, and handles billing enquiries and refunds. Your statutory rights as a consumer are against Paddle as the seller, and Paddle’s own Refund Policy and Buyer Terms apply to your purchase in addition to this page.
1. Your statutory rights
Nothing here limits rights you have by law. If you are a consumer in the EU or the UK you generally have a 14-day right to withdraw from a distance contract for digital services, and Paddle additionally operates a 7-day unconditional right to cancel after delivery, in each case measured from the date of the transaction. Where either applies, you receive a full refund.
These rights can be affected once a digital service has been fully performed with your agreement — in practice, once you have spent credits on generating or publishing advertising creatives, since the work has been done and the cost incurred at that point.
2. Subscriptions
- Cancel any time. Cancelling stops the next renewal. It does not end the month you have already paid for — your plan keeps working until the period ends.
- Part-months are not refunded outside the statutory windows above, because the monthly credit allowance is granted in full at the start of the period.
- Your credits survive cancelling. Unused credits roll over and remain usable after a subscription ends. We do not expire them and we do not take them back.
3. Credits
Credits are a prepaid allowance for work the platform performs on your behalf — generating images, exporting creatives, publishing ads. Once a credit has been spent, that work has been done and the underlying cost paid, so spent credits are not refundable.
Credits that you have bought and not spent can be refunded within the statutory windows above. Credits have no cash value, cannot be transferred or sold, and are not a stored-value instrument.
4. When we will refund you regardless
Outside of any statutory right, we will ask Paddle to refund you if:
- you were charged in error, charged twice, or charged after cancelling;
- credits were deducted for work that failed and were not automatically returned to your balance;
- the service was materially unavailable for a sustained period within the month you paid for.
Failed work is normally handled automatically: the platform places a hold on credits before it starts and releases the hold if the job does not finish, so a failure should never reach your balance in the first place. Tell us if you think one did.
5. What is not refundable
- Credits already spent, outside the statutory windows.
- Money you spent on advertising. Your ad budget is billed to you directly by Meta or Google against your own ad account. We never receive it and cannot refund it — see section 4 of our Terms of Service.
- Results. The platform generates and publishes advertising; it does not promise that any particular creative will perform.
6. How to request a refund
Email support@tryadup.com with the email address you used to pay and, if you have it, the order or invoice reference from Paddle. You can also contact Paddle directly through the link on your invoice or receipt, since Paddle is the seller of record.
We aim to respond within 5 working days. Where a refund is due, Paddle returns it to the original payment method; how quickly it appears depends on your bank or card issuer.
7. Chargebacks
If something looks wrong on your statement, please contact us or Paddle before raising a chargeback with your bank — it is almost always faster to resolve directly. We may suspend an account while a chargeback is open.
8. Contact
Billing and refunds: support@tryadup.com. Legal notices: legal@tryadup.com.
Societatea cu Răspundere Limitată “NICKTIM SOLUTIONS” (IDNO 1024600084676), bd. Traian 1/1, ap. 110, MD-2060, Chișinău, Republic of Moldova.