Refund Policy

Last updated: 2026-10-01

This policy explains when you can get a refund for purchases on Simulic, operated by TEX Vietnam Technology Joint Stock Company ("TEXVN", "we"). It is part of the Terms of Service. Prices are listed on the Pricing page.

Payments are processed by Paddle.com Market Ltd or its affiliates ("Paddle"), our merchant of record. Paddle sells to you on our behalf, sends your invoice and pays out any refund to your original payment method.

1. What is free

Playing, sharing and embedding simulations never costs anything. You only pay to create simulations with AI (credit packs) or for the features of the Pro plan.

2. Credit packs

• You can ask for a full refund of a credit pack within 14 days of buying it, as long as you have not used any of the credits from that pack.
• After 14 days, or once you have used credits from the pack, the purchase is not refundable.
• If an AI job fails, the credits it used are returned to your balance automatically. You do not need to ask.
• Credits used by a job that succeeded are not refunded, even if you do not like the result. You can edit the simulation or try again.
• When a credit pack is refunded, its credits are removed from your balance.

3. Pro plan (monthly or yearly)

• You can ask for a full refund within 14 days of your first Pro payment.
• You can cancel at any time from the Pro page or the Paddle customer portal. Pro stays active until the end of the period you have paid for and then does not renew.
• Renewal payments and partly used periods are not refunded, except as described in section 4.
• When a Pro payment is refunded, Pro ends straight away, together with the monthly credits it included.

4. Problems with the Service

If a technical problem on our side stopped you from using what you paid for and we could not fix it, contact us and we will refund the affected purchase, in full or in part.

5. How to ask for a refund

• Email [email protected] from the address of your Simulic account, with the date of the purchase or your Paddle order number. You can also reply to the receipt that Paddle sent you.
• We answer within 5 business days. Approved refunds are paid by Paddle to the original payment method, usually within 5 to 10 business days depending on your bank.

6. Your legal rights

This policy does not limit any rights you have under the consumer law of your country, or the rights in Paddle's buyer terms. Where those rights give you more, they apply.