We want you to love your TwinPet. This policy explains when a refund applies, what a refund does to your companion, and how cancelling works. Payments and refunds are processed by our Merchant of Record, Paddle.com.
1. Before your companion is delivered
Your companion counts as delivered once their full set of starter tricks is finished and ready to move onto your desktop. Until that moment you can ask for a full refund at any time — including while we’re still working on a trick that isn’t coming out right.
2. The 14 days after delivery
Once your companion is delivered, you have 14 days from the delivery date to change your mind, no reason needed. Email us inside that window and we’ll refund your first payment.
3. Renewals
Renewal payments (the automatic monthly or annual charges after your first period) are generally non-refundable, because you can cancel anytime before a renewal to avoid the next charge. If a renewal caught you by surprise, email us — we look at these case by case and try to be fair.
4. What a refund does
A refund ends access straight away: your companion stops being available on the desktop, and the app removes the downloaded files the next time it goes online. Thirty days later we delete that pet completely — including the character sheet and the one trick from your free preview, made before your purchase — so please save anything you want to keep first. A deleted pet can’t be restored, and each email address gets one free preview, so ask us before you request a refund if you’re unsure.
5. How to request a refund
Email support@twinpet.ai from the address on your account, or use the “Manage subscription” link in the receipt Paddle sent you. Refunds are issued to your original payment method by Paddle, usually within 5–10 business days depending on your bank.
6. Cancelling your subscription
You can cancel anytime — from your Paddle receipt link or by emailing us. Cancelling stops future renewals. Your plan (and every trick your companion has learned) stays active until the end of the period you’ve already paid for. Cancelling on its own is not a refund; see sections 1 to 3 for when a refund applies.
7. If a trick comes out wrong
Every trick goes through automatic checks, and anything that fails is rebuilt once on our side. If we can confirm that a finished trick went wrong in production, email us and we’ll rebuild that trick. If a trick we were making can’t be finished at all, you don’t lose that pick — you can spend it on another trick. Tricks are made and published by us, so we don’t take orders for custom ones.
8. Contact
Any refund question? Email support@twinpet.ai and a human will get back to you.