Store policies

Credits are a consumable digital good: they are spent one turn at a time, and a turn the AI has already written cannot be un-written. So an order is treated as two things — what you have not spent yet, and what you have.

What we refund

• Unspent credits. Ask within 14 days of the purchase and we will refund that order.
• Credits a fault consumed. If a confirmed bug on our side took credits without giving you the turn you paid for, we put them back. That is a correction rather than a refund, and no 14-day limit applies to it.
• An order that never arrived. If the money left your account and no credits landed, tell us and we will either deliver them or refund the order in full.

What we do not refund

• Credits already spent on turns. The story was written, and the model was paid to write it.
• Not liking what the AI wrote. Generated fiction is a matter of taste, and the turn was still delivered.
• Orders on an account closed for fraud, abuse, or farming free credits.

How a refund is issued

• Every refund is issued by Polar, our merchant of record, back to the card that paid and by the route the money came in on. We can start one; we cannot move the money ourselves.
• Write to us and we will handle it, or take it to Polar directly — Polar asks buyers to bring billing questions to Polar first, and both routes reach the same order.
• Polar may also refund an order on its own initiative, for up to 60 days after the purchase, to head off a card dispute. That is Polar's call under Polar's terms, and nothing on this page overrides it.
• When an order is refunded, we remove the credits it added from your balance.

Cancelling

There is no subscription here and nothing recurring: credits are bought one order at a time, so stopping is simply not buying again. A checkout you close without paying expires on Polar's side and never charges you. You can ask us to delete your account whenever you like — the privacy policy says how.

Who you are buying from

• Checkout is operated by Polar Software, Inc., our merchant of record. Polar buys the credits from us and resells them to you, which makes Polar — not Plotwarp — the seller on your order.
• Polar takes the payment, works out and remits US sales tax and EU VAT, issues your receipt, and handles chargebacks.
• Your card details go to Polar and its payment processors. We never see or store them; what reaches us is an order id, an amount and a status.

The name on your card statement

The line on your card statement may read Polar rather than Plotwarp. That is how a merchant of record works, and it is the sentence on this page worth reading twice: a name you do not recognise on a statement is the most common reason a genuine purchase gets disputed. If a Polar line looks unfamiliar, check your inbox for the Polar receipt, or ask us first — we would far rather refund you than have you file a dispute.

Receipts and invoices

• Polar emails a receipt for every paid order.
• That email links to Polar's customer portal, where you can see your orders, download the receipt, and put a company name, VAT number or billing address on an invoice.
• Your Plotwarp-side order history is on the Get credits page inside your account, once you are signed in.

Prices, tax and currency

• Everything is priced in US dollars, per package, and charged once. Nothing renews and there is nothing to cancel later.
• Tax is worked out by Polar at checkout from where you are, and shown to you before you pay.
• The price of a package, and how many credits are in it, are shown on the top-up screen when you pick one, and the amount you are actually charged is shown again on Polar's checkout before you confirm. This page quotes no figures on purpose: a price copied into a legal document is a price that goes stale.

When the credits arrive

Credits are added to your balance automatically once Polar confirms the payment. Nothing ships, nothing downloads, and there is nothing to wait for in the post. If a payment went through and the balance still looks wrong, sign in and open the Get credits page — opening it re-checks the order with Polar and credits it if it has settled. If it is still wrong after that, email us with the order id from your Polar receipt.

• You sign in with a Google account. One account per person, and accounts are not for sale, sharing or transfer.
• You must be at least 13 to play Plotwarp.
• If you are under 18, play with a parent or guardian's permission, and do not buy credits without it — whoever owns the card is the person agreeing to the purchase, so they are the one who has to make it.
• We do not knowingly hold data on anyone under 13. If a child under 13 has an account, email us and we will delete it and its data.
• Obeying the law where you are playing from is your responsibility.

What ends an account

• Fraud, chargeback abuse, or exploiting the payment flow.
• Extra accounts opened to farm free credits or referral rewards.
• Using the AI to generate content that is illegal, sexualises minors, or targets a real person.

The full list, and what happens next, is in the terms of service.

Plotwarp is a digital service delivered over the web. Nothing is shipped, and there is no physical product at any point in the order.

Delivery

• Credits are delivered electronically, into your account balance, as soon as the payment is confirmed. No shipping, no delivery address, no waiting.
• Nothing is installed. The game runs in a browser at plotwarp.com.

What a credit is

• Credits are an in-game currency and a licence to use the service — not money. They have no value outside the game, cannot be cashed out, and cannot be moved between accounts.
• Each turn the AI writes costs credits at the rate shown in the game, and creating a character costs credits too.
• New accounts are given free credits, so you can play a real story before deciding whether to pay for anything.

What we do not promise

• The AI writes fresh text every turn. It can be wrong about history, science or anything else, and it will not reproduce a story you liked.
• We do not promise the service is uninterrupted or free of bugs, and we may change, pause or discontinue it.
• The service is provided "as is". The warranty and liability wording is in the terms of service.

One inbox, read by a person. There is no phone line and no live chat.

What to include

• The email address your account signs in with.
• For anything about money: the order id from your Polar receipt.
• What you expected to happen, and what happened instead.

How long it takes

We are a small team in one time zone, so support is not staffed around the clock and we are not going to pretend otherwise. We read every message, and refunds and billing go to the front of the queue. Please allow several working days for a reply, and give the first message time to land rather than sending it again — a duplicate does not move you up the queue.

When to ask Polar instead

Polar handles first-line billing support for every order it processed — refunds, chargebacks, failed payments — and you can reach it through the customer portal linked from your receipt, or at support@polar.sh. Anything about the game itself, such as your account, a character or a turn that went wrong, is ours, and Polar cannot help with it.