Paid plans are not open yet — Gistil is free today, so there is nothing here that could need refunding. This page sets out the rules that apply the moment plans do open, so you can read them before you buy anything.
1.Who sells to you
Purchases made on gistil.com and through the browser extension are sold by Paddle, acting as merchant of record. Paddle, not us, is the seller for those purchases: it takes the payment, issues your receipt and invoice, and is responsible for charging and remitting VAT or sales tax where you live. A refund for one of those purchases is issued by Paddle — you ask us, we approve it, and Paddle returns the money to the payment method you used.
Purchases made inside the Gistil Android app are sold through Google Play, under Google’s terms, and are refunded by Google. See §8.
The same arrangement is described in §6 of our Terms of service.
2.What you buy, and when you get it
Gistil sells access to a service, not a physical item. There are two kinds of purchase:
- A subscription — a plan that gives you an allowance of new videos for a billing period and renews until you cancel. Today that is a plan billed weekly at $3.99 and a plan paid once for six months at $29.99.
- A one-off pack — a fixed number of fresh analyses bought once. It does not renew, there is nothing to cancel, and the analyses in it do not expire.
Access starts as soon as the payment clears. There is no waiting period, nothing to ship, and nothing to install before it works.
3.EU and UK right of withdrawal
If you are a consumer in the EU, the EEA or the UK, you normally have 14 days to withdraw from the purchase of a digital service, without giving a reason.
Because Gistil is made available to you immediately, at checkout you are asked to agree to that immediate start and to acknowledge that the 14-day right no longer applies once it has begun. That agreement is recorded with your order.
If you were not asked for that agreement, or the service was not in fact made available to you, the 14-day right stands and we refund you in full.
Nothing on this page removes or limits a right you hold under the consumer law of the country you live in.
4.When we refund
We would rather refund than argue about it. We normally refund in full where:
- you were charged twice for the same thing, or charged after you had cancelled;
- you bought the wrong plan or the wrong pack and have not drawn on it;
- Gistil did not work for you and we could not put it right;
- a renewal took you by surprise and you tell us soon after it was taken.
We may decline a refund where the account was used in a way our Terms of Service do not allow, or where the same person repeatedly asks for money back on purchases they have used up. If we decline, we say why.
5.What you have already used
The one thing a refund cannot undo is work that has already been done. Having a video judged for the first time costs us real money each time, and once it is done that verdict stays available to everyone at no cost, you included.
So where part of what you bought has already been used, we take that into account, and we tell you the figure before anything is refunded. A plan or a pack you have not drawn on is straightforward.
Videos Gistil has already judged are free on every plan and are not counted against anything, so they play no part in this.
6.One-off packs
A pack is bought once. It does not renew, so there is nothing to cancel, and the analyses in it do not expire.
An unused pack is refundable on the grounds in §4. Where part of it has been spent, §5 applies.
7.Cancelling is not the same as a refund
Cancelling stops the next payment. It does not return a payment you have already made, and it does not cut your access short — your plan runs to the end of the period you have paid for and then lapses.
If you want your money back as well as an end to the renewals, do both — cancel, and write to us. One does not do the other.
Where to cancel: on this site, signed in, from the pricing page. If you subscribed inside the Android app, cancel in Google Play under Subscriptions.
8.Purchases made in the Android app
Anything bought inside the Gistil Android app is a Google Play purchase, and Google’s refund rules apply to it, including the short self-service window Google offers immediately after a purchase. Ask Google first — it is the fastest route and the only one that can move that money.
If Google declines and you believe the charge was wrong, write to support@gistil.com anyway. We can see the subscription on our side and will help you sort it out.
9.How to ask for a refund
Email support@gistil.com from the address on your Gistil account, and tell us:
- what you bought, and roughly when;
- the order or receipt number from the email your receipt came in, if you still have it;
- what went wrong.
Every message is read by a person and answered in the order it arrives. Most get a reply within a few working days.
Writing from the email address on your account is what lets us find the purchase without asking you for anything else.
10.How long the money takes to arrive
Once a refund is issued it goes back to the payment method you paid with. How long it then takes is decided by your bank or card issuer, not by us — commonly a few working days, occasionally up to ten.
It arrives as a refund against the original charge, so on some statements it appears next to that charge rather than as a separate line of its own.
11.Changes to this policy
We update this page when the way we sell changes. The version published here at the time of your purchase is the one that applies to it.
Questions about a payment, a plan or a refund: support@gistil.com.