This Refund Policy explains how Proby Inc. ("Proby", "us", or "we") handles refunds for credit purchases. It forms part of, and is incorporated by reference into, the Proby Terms of Service available at /landing/terms. Capitalized terms not defined here have the meaning given in the Terms of Service.
1. How Proby Billing Works
Proby operates on a usage-based credit model and does not require a recurring subscription. Credits are sold in prepaid packs, and one credit corresponds to one AI interview minute. Credits are deducted as the Services are used according to the usage rules displayed in the product. Payments are processed by our payment provider, Creem.
2. Refund Eligibility
- Unused purchases: If none of the credits from a purchase have been used, you may request a full refund of that purchase within fourteen (14) days of the purchase date.
- Partially used purchases: If some of the credits from a purchase have been used, you may request a refund of the unused portion within fourteen (14) days of the purchase date. The refund amount is calculated as the number of unused credits from that purchase multiplied by the per-credit price you paid.
- After 14 days: Except where required by applicable law, purchases are non-refundable after fourteen (14) days from the purchase date.
- Used credits: Credits that have been consumed by the Services are non-refundable in all cases.
3. Free and Promotional Credits
Credits granted free of charge, including trial, bonus, or promotional credits, have no cash value and are not refundable or redeemable. When a purchase is refunded, any bonus credits granted as part of that purchase may be removed from your account.
4. Service Errors
If credits are deducted due to a verified technical failure attributable to Proby (for example, an interview session that fails to start or is terminated by a service error), we will re-credit the affected amount to your account. Such re-credit is the primary remedy for credits consumed by service errors.
5. Duplicate or Erroneous Charges
Payments charged in error, including duplicate transactions, will be refunded in full.
6. How to Request a Refund
To request a refund, contact us at hello@proby.io from the email address associated with your Proby Account and include the relevant transaction reference. We will review refund requests within five (5) business days. Approved refunds are issued to the original payment method through Creem and typically settle within five (5) to ten (10) business days depending on your financial institution.
7. Chargebacks
If you believe a charge is incorrect, please contact us before initiating a chargeback with your payment provider. If a payment is declined, reversed, refunded by your payment provider, or disputed through a chargeback, Proby may suspend your access to paid features and reverse any related credit grants until payment issues are resolved, as described in the Terms of Service.
8. Your Statutory Rights
Nothing in this Refund Policy limits any non-waivable rights you may have under applicable consumer protection laws.
9. Changes to This Policy
We may update this Refund Policy from time to time. Changes become effective upon posting on this page, and the "Last Updated" date above will reflect the most recent revision.
10. Contact
If you wish to contact Proby with any questions, comments or concerns regarding this Refund Policy, please contact hello@proby.io.