Refunds Policy

Last updated: April 2026

Overview

We want you to be satisfied with BOMExplorer. This policy explains what refunds are available for our subscription plans and AI token purchases.

BOMExplorer offers two types of paid products:

  1. Pro subscription — a recurring monthly or annual subscription that unlocks higher plan limits and additional features.
  2. AI token purchases — one-time purchases of additional AI usage credits (for AI Assist and AI Advisor features) that do not expire with the billing cycle.

1. Pro Subscription Refunds

1.1 New subscriptions

If you subscribe to BOMExplorer Pro and are not satisfied, you may request a full refund within 14 days of your initial subscription payment. Refunds under this provision are available once per account.

1.2 Renewal payments

If you are on a monthly or annual Pro subscription and you have been automatically renewed, you may request a full refund of the most recent renewal payment within 7 days of the renewal date, provided you have not made significant use of the service during that renewal period.

For the purposes of this section, "significant use" means importing or matching more than one BOM project during the relevant billing period.

1.3 How to request a subscription refund

To initiate a refund, contact us using the contact form on our website within the applicable window. Please include:

  • the email address associated with your account;
  • the date of the charge you are requesting a refund for; and
  • a brief description of the reason for your request (optional, but helpful).

We aim to process refund requests within 5 business days. Refunds are returned to the original payment method via Paddle, our payment processor.

1.4 Effect of refund on account

If a subscription refund is processed, your account will revert to the Free tier at the end of the current billing period. Access to Pro features will remain available until that date.

1.5 Cancellation without refund

You may cancel your Pro subscription at any time from your account settings. Cancellation stops future renewal charges but does not automatically entitle you to a refund for any period already paid. Cancelled accounts retain Pro access until the end of the paid billing period.

2. AI Token Purchase Refunds

2.1 General rule

AI token purchases are non-refundable once the tokens have been added to your account and are available for use.

This is because AI token purchases are immediately delivered digital credits that are consumed incrementally as you use the AI Assist and AI Advisor features. We have no means of recovering consumed tokens once queries have been processed.

2.2 Exception for technical failures

If tokens were added to your account but could not be used due to a verified technical error on our side, we will provide a full refund or replacement credits at our discretion. Please contact us using the contact form on our website and describe the issue. We may ask for supporting information to investigate.

2.3 Token expiry

Purchased AI tokens do not expire with the monthly billing cycle. They remain on your account until used. Refunds are not available on the basis that purchased tokens have not yet been used.

3. Free Tier

There are no charges associated with the Free tier, and accordingly no refunds apply.

4. General Provisions

4.1 Abuse of this policy. We reserve the right to decline a refund request where we reasonably suspect that the request amounts to an abuse of this policy, including where a refund has previously been issued for the same account.

4.2 Technical problems. If your reason for requesting a refund relates to a technical problem with the service, please contact us first so we have the opportunity to resolve it. Many issues can be resolved quickly, and we prefer to do so rather than process a refund.

4.3 Chargebacks. If you initiate a chargeback with your bank or card provider without first contacting us, we reserve the right to suspend your account pending resolution of the dispute.

4.4 Consumer law. Nothing in this policy limits any rights you may have under applicable Australian consumer law or other mandatory statutory protections.

4.5 Processing. All payments and refunds are processed by Paddle. You can find information about Paddle's policies at paddle.com.

5. Contact

To request a refund or ask a question about this policy, please use the contact form on our website at bomexplorer.app.