Last updated 13 July 2026
How subscriptions, the EU 14-day right of withdrawal, cancellations, refunds, and the clawback of unspent prepaid pages work, including currency and VAT.
This policy explains how billing, cancellation, and refunds work for Relay. It sits alongside the Terms of Service and does not reduce any mandatory rights you have as a consumer under Polish and EU law.
If you are a consumer in the EU, you have the right to withdraw from a purchase within 14 days without giving a reason. Because Relay is supplied digitally and begins immediately, you may be asked to acknowledge that performance starts during the withdrawal period; where you have consented to immediate performance and the service has been fully performed, the statutory withdrawal right can be lost, and where it is partly performed a proportionate amount may be due. To withdraw, contact support.relay@sairaph.com within the period.
You can cancel a paid plan at any time from your billing settings or through the customer portal provided by our payment processor, Stripe. Cancellation stops future renewals; unless a refund applies under this policy or by law, a cancellation takes effect at the end of the current paid period, which you keep the benefit of.
After cancellation your hosted content enters a grace period (currently 30 days), during which your workspace can be restored. After the grace period, hosted content and resources are purged. You can request a full erasure sooner, and you can export your content through the API before you cancel. See the Privacy Policy for retention detail.
Where we issue a refund (including a statutory refund), it is processed back to your original payment method through Stripe. Subscription fees for a period already used are generally non-refundable except where the law requires otherwise or we agree.
Relay sells prepaid OCR page packs. If a page-pack purchase is refunded, we reverse the money and claw back only the pages you have not yet used, in proportion to the amount refunded. Pages you have already spent on OCR are never clawed back, because we have already incurred the processing cost for them. The clawback never reduces your available balance below what you have already consumed and never below zero.
A chargeback or payment dispute is treated in the same way as a refund for the purpose of unspent prepaid pages: the money is reversed on our ledger and only the unused pages of any affected pack are clawed back, again never below pages already consumed. We ask that you contact us first so we can resolve billing issues directly.
Prices are shown and charged in euros. Applicable VAT and other taxes are calculated and added at checkout based on your billing details; refunds are issued inclusive of any tax that was charged, in the original currency. Currency-conversion differences or fees applied by your bank or card issuer are outside our control.
For billing questions, cancellations, or refund requests, contact support.relay@sairaph.com.
WELLDONE · VAT PL8531508847 · Szczecin, Poland. Governed by Polish law.
Questions? Contact privacy.relay@sairaph.com.