Sourcevine sells prepaid credit packs. Each pack is a single payment that does not renew, and purchased credits do not expire, so there is no subscription to cancel. This policy covers pack purchases.
What we always refund
- Billing errors: a duplicate payment, or a charge for a pack you did not order.
- Undelivered credits: a confirmed payment whose credits did not reach your account, if we cannot deliver them.
- Service ending: the unused balance of purchased credits if we close your account for a reason other than a breach of our terms, or stop providing Sourcevine.
Other requests
Any other request, including one for credits you have not used, is considered case by case. Tell us what went wrong; a persistent service defect that stopped you using what you bought is the kind of problem we want to hear about. We may decline a request where most of the pack has been used or the request comes long after purchase. Nothing in this policy removes consumer rights that cannot be waived by agreement.
How to request a refund
Email support@sourcevine.io with your account email, the payment reference shown in Billing, and a short description of the problem. Never send API keys, passwords or wallet private keys.
Payments are made through Paddle.com, our reseller and merchant of record, and approved refunds go back to the original payment method through Paddle, including any tax that was charged. You can also contact Paddle directly about an order.
What happens to the credits
When a pack is refunded, the refunded credits are removed from your balance. Refunding one pack does not affect other packs or your free credits.
Contact
Refund and billing questions go to support@sourcevine.io. See also the contact page.