Twellie policy

Refund Policy

Plain-English terms for using Twellie's buyer-side property reports, valuation logic, privacy controls, and support policies.

Last Updated: July 10, 2026

This Policy explains how refunds work for the Twellie self-serve product operated by EnglishAidol LLC: a $50 one-time per-property Report. Twellie is not a separate legal entity. This Policy supplements the Terms of Service. If there is a conflict, the Terms control.

1. One-Time Per-Property Reports

A per-property Report is a one-time purchase for one address. It is not a consumer subscription and does not automatically renew.

2. When We Will Make It Right

Email billing@twellie.com from the email address on your account if:

Checkout succeeded but the Report failed to generate;
The wrong address was charged;
You were charged twice;
Stripe or Twellie recorded a clear billing error;
A reproducible Twellie system error materially prevented access to the purchased Report.

Depending on the situation, we may refund the charge, re-run the Report, or unlock the correct address.

3. Case-by-Case Refund Review

Successfully generated Reports are reviewed case by case. We are not required to refund solely because:

You disagree with the valuation, confidence band, recommendation, or model output;
You decide not to use the Report after it was generated;
Your needs, personal circumstances, or the real-estate market changed;
Temporary outages did not materially prevent access to the purchased Report;
We suspect fraud, abuse, automation, chargeback misuse, or a multi-account pattern.

4. Manual Invoices

Multiple-property invoices are handled manually while self-serve credits are being built. Any invoice-specific refund or activation terms will be stated in the invoice or written support thread.

5. Chargebacks

If you have a billing concern, email us first. Filing a chargeback instead of contacting support may result in account suspension while we investigate.

6. Legal Rights

Some jurisdictions provide additional consumer-protection rights. Those rights apply where required by law.

7. Processing

Approved refunds are issued to the original payment method. Card refunds usually post within 5-10 business days, depending on your card issuer. We do not issue cash, store credit, or wire-transfer refunds in place of refunding the original method.

Any approved refund—partial or full—ends the corresponding one-property Report entitlement when Stripe notifies us of the refund. A partial refund is not a partial-access product; support will explain that access consequence before intentionally issuing one. A dispute temporarily removes the same entitlement while it is reviewed. Even if a dispute later closes in our favor, the old saved Report remains unavailable unless support restores it after manual review. Files already downloaded to a user's device cannot be remotely deleted. A genuinely new payment creates a new Report entitlement and does not reopen the older refunded or disputed saved Report.

8. Contact

Refund requests and billing questions: billing@twellie.com General support: help@twellie.com