Refund Policy

Portals is a digital platform and most purchases are delivered instantly. As a result, purchases are generally non-refundable. This policy explains the exceptions and how refunds work for subscriptions, Marketplace items, and AI credits.

• Cancellation. You can cancel a paid subscription at any time from your Account settings. Cancellation takes effect at the end of your current billing period. You keep access to paid features until then.
• No partial refunds. We do not refund the unused portion of a paid subscription term after cancellation.
• Upgrades. If you upgrade mid-cycle, your new plan takes effect immediately and you are charged a pro-rated difference.
• Downgrades. If you downgrade, the change takes effect at the end of your current billing period.
• Free trials. If we offer a free trial, you can cancel during the trial at no charge. If you do not cancel before the trial ends, we will bill the then-current price.

Digital items you buy from Creators (asset packs, creator items, and similar Creator Content) are delivered to your inventory immediately and are non-refundable once delivered.

Exceptions: we may issue a refund, at our discretion, when:

• The item is materially broken, corrupted, or does not function as described in the listing.
• The item was delivered due to a platform error (for example, a duplicate charge or a mispriced listing).
• The item infringes intellectual-property rights and is removed under our DMCA Policy.
• We are required to issue a refund by applicable law.

Refunds on Marketplace items may be recovered from the Creator’s balance or future payouts, as described in the Creator Agreement.

Credits or allowances purchased for use in the AI Lab are non-refundable once consumed. Unused credits may be refundable at our discretion within 14 days of purchase, or where required by law (see Section 5).

If you are a consumer in the EU, EEA, or UK, you have the right to withdraw from certain purchases within 14 days of purchase, without giving a reason. This right does not apply where you have consented to immediate performance of a digital service and acknowledged that you lose the withdrawal right once performance begins.

When you check out, we ask you to confirm whether you want your paid plan or digital item to start immediately. If you confirm and performance starts, you lose the withdrawal right for that item. If you do not confirm, the withdrawal right continues to apply for 14 days.

To exercise the withdrawal right, email support@theportal.to with your Account email and the transaction you want to withdraw from. We will refund within 14 days of receiving your notice.

If you see a duplicate charge, a charge you did not authorize, or a charge that does not match what you purchased, email support@theportal.to within 60 days of the charge. We will investigate and, if confirmed, refund the amount.

If you believe a charge is incorrect, please contact us before asking your bank or card issuer for a chargeback. Filing a chargeback on a valid charge without first contacting us may result in suspension of your Account and reversal of any related digital items.

Email support@theportal.to from the email on your Account, include the order ID or a screenshot of the charge, and tell us why you are requesting the refund. We respond within a few business days.