Refund Policy
How refunds and cancellations work for EngineForge plans and top-ups.
Last updated 28 August 2026.
Who you are buying from, and who refunds you
EngineForge is operated by A & Y, licensed dealer no. 558553418, Nahshol 4, Rosh HaAyin, Israel. A & Y is the trading name under which EngineForge is operated, and "we", "us" and "our" below mean A & Y.
Payments are handled separately from the service. Paddle.com Market Ltd and its affiliates ("Paddle") act as the Merchant of Record for every EngineForge purchase, which makes Paddle the seller of record for the transaction. You buy your plan or your top-up from Paddle, on Paddle's buyer terms, and Paddle issues your invoice.
That matters in one practical way. Every refund is issued through Paddle and lands back on the card or account you paid with, and both the original charge and the refund appear on your statement under Paddle rather than under EngineForge or A & Y. If a charge you do not recognise appears under a Paddle descriptor, that is what it is. Paddle also has its own refund policy, and where it or the law gives you more than this page does, the greater right is the one that applies.
No unexpected charges
Each plan includes a pool of usage for the month. When that pool is used up, EngineForge stops and tells you. It does not keep working and bill you for the difference. There is no overage charge, no pay as you go, and no automatic top-up. Carrying on before the month refreshes takes a deliberate purchase by you, either a top-up or a larger plan.
The only charges that can appear are ones you chose: a subscription renewal on its known date, an upgrade you asked for, or a top-up you bought.
Cancelling a plan
You can cancel at any time from your account settings. Cancelling stops the next renewal, and nothing further is charged.
Cancelling is not the same as a refund, and it does not trigger one. Your plan stays fully active until the end of the period you have already paid for, with all of its usage available to you, and your account then lapses to the free plan. That final period is not refunded pro rata, because you keep the use of it.
If you want your money back rather than an end to future billing, cancel and then ask us for a refund, or ask Paddle directly. Having cancelled first does not affect your refund request.
Refunds on a subscription charge
You can ask for a refund of a subscription charge within 14 days of that charge, and you do not have to give a reason. This is the change of mind window that Paddle, as the seller of record, requires us to publish, and it matches the window in Paddle's own refund policy.
It applies to a renewal as well as to a first purchase, and to a monthly plan and an annual plan alike. A renewal you meant to cancel and forgot about, caught within 14 days of the charge, is exactly the case this window is here for. On an annual plan the 14 days run from the annual charge.
What you get back depends on how much of the plan you have already used. A plan whose monthly usage is untouched, or barely touched, is refunded in full. Where a substantial part of that usage has already been spent, the usage has been delivered to you and we may reduce the refund to reflect it or decline the request. We will tell you which, and why.
A full refund unwinds the sale, so it ends the plan it paid for. Your account moves to the free plan once the refund is issued, rather than carrying on to the end of the period. A reduced refund leaves your plan running, because you keep the part of it you paid for. If what you want is to keep the time you bought, cancel instead of asking for a refund: cancelling leaves the plan running to the end of the period, with all of its usage.
After 14 days we do not offer a refund as a matter of course, and cancelling to stop the next renewal is the remedy. An annual plan is not refunded pro rata for its unused months once the 14 days have passed. If something went wrong on our side, write to us anyway and we will look at it.
Your statutory rights, described further down, sit on top of this and are not limited by it, and where Paddle's own policy or the law gives you more than this section does, the greater right is the one that applies.
Upgrading and downgrading
An upgrade takes effect immediately, because the reason to upgrade is usually that you are blocked right now. Paddle charges the difference at once, prorated for the days remaining in your current period, so you pay for the larger plan only from the day you moved to it.
A downgrade takes effect at the end of the current period rather than immediately. You keep the plan you have already paid for until then, and the smaller plan and its lower price start at the next renewal. Because nothing is taken from you early, a downgrade does not involve a refund and does not need one.
If you upgraded by mistake, tell us within 14 days of the upgrade charge and we will treat it under the subscription refund window above.
Top-ups
A top-up is pre-paid usage bought as a one off. It does not expire, it survives every monthly refresh, and it is drawn on only after the month's included usage is gone. That is why an unused top-up balance can sit on an account for a long time, entirely unspent, including after a subscription has been cancelled.
A top-up you have not started to spend can be refunded in full within 14 days of the purchase. Once a top-up has been drawn on, the usage has been delivered to you, and the top-up is no longer refundable, whether it was spent in part or in full. We are not able to refund the unspent share of a top-up you have started to use.
Your statutory rights in the EU and the UK
If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you have a right to withdraw from a distance contract within 14 days of entering into it, without giving a reason. Nothing on this page removes that right or any other right the law where you live gives you and does not let you waive.
There is an interaction between that right and digital products that are available to use immediately. In broad terms, where you asked for the service to start straight away and acknowledged the effect of that at checkout, the withdrawal right can be affected, and how it is affected differs between digital content that is supplied once and a subscription service that is supplied over time. Because you bought from Paddle as the seller of record, the wording that governs this for your purchase is in Paddle's buyer terms and in Paddle's refund policy, which is where you gave any such acknowledgement.
In practice you do not need to work out which rule applies to you. Ask us, or ask Paddle, and say that you are withdrawing. Where a statutory right gives you more than the 14 day window described above, the statutory right is the one that applies, and where it gives you less, our own window still stands.
When we may decline
We do not operate an "all sales final" policy, and the reasons we would decline are narrow.
We may decline a request that falls outside the windows above, one where the usage bought has substantially been consumed, one that repeats a pattern of buying and reclaiming the same thing, or one connected to fraud, a chargeback already in progress, or a breach of the Terms. None of that applies to a mandatory statutory right, which we cannot decline and will not try to.
If we decline, we will tell you why, and you can still take the request to Paddle as the seller of record.
How to request a refund
You can ask us, or you can ask Paddle. Both work.
Write to support@engineforge.ai from the address on your EngineForge account, and tell us what you bought and roughly when. We aim to reply within 2 business days and to reach a decision within 5. If we approve it, we ask Paddle to issue the refund, and the money then follows Paddle's own timing, typically a few business days back to your payment method depending on your bank.
Or go to Paddle directly, which is often faster. Use the "Request a refund" link in the payment confirmation email Paddle sent you, or look your purchase up at paddle.net with the email address and the last four digits of the card you paid with. Your account settings link you through to the same place, since your invoices and your payment method live with Paddle rather than with us.
Please do not open a chargeback with your bank as a first step. A chargeback locks the transaction while it is investigated, which makes it slower for you than simply asking, and it can suspend the account.
Changes to this policy
We may update this policy as the product and the law change. The current version always lives at this address, and the date it last changed is shown at the top of the page. The policy that applies to a purchase is the one published when you made it.
How to contact us
EngineForge is operated by A & Y, licensed dealer no. 558553418, Nahshol 4, Rosh HaAyin, Israel. Write to support@engineforge.ai about a refund, a charge or your account. The Terms cover the rest of the agreement, and the Privacy notice covers what we do with your data.
Requesting a refund
Contact support@engineforge.ai, or request one directly from Paddle at paddle.net. Your account settings link you through to Paddle for your invoices and payment method, and the Terms cover the rest of the agreement.