Refund Policy

Last updated: 27 August 2026

We want this to be completely transparent, so you always know where you stand. IndexMachine is prepaid: there are no subscriptions — you buy credits (1 credit = $0.01), and each credit adds one URL to the indexing queue. You can pay two ways, and the difference matters for refunds:

Card, PayPal or Apple/Google Pay — processed by our reseller Paddle, who acts as the merchant of record for that purchase.
Cryptocurrency — processed by NOWPayments, who pass the coins straight to us. We are the seller of record for these purchases, and the payment itself is irreversible once the network confirms it.

The rules below about when a purchase is refundable are the same either way. Only the mechanics of paying the money back differ — see Section 5.

The short version: you can request a refund within 14 days of any purchase, and we will refund it in full as long as you have not spent the credits it bought. Billing errors — a duplicate or unauthorised charge — are refunded whenever we find them, up to 30 days.

1. The core rule: spent credits are non-refundable

The moment you spend credits — i.e. add one or more URLs to a project — we begin delivering the service (processing those URLs through our indexing pipeline and monitoring them for crawls). Because that work is performed and cannot be undone, any purchase from which you have spent even a single credit is non-refundable. Credits are consumed when a URL is added, not when it is crawled or indexed.

2. When we do refund

We will refund a purchase in these cases:

Duplicate / double payment. You were charged more than once for the same purchase (e.g. a checkout was submitted twice). We refund the duplicate charge in full — always.
Charged but credits not delivered. Your payment succeeded but the credits were never added to your balance because of a technical error on our side, and we are unable to resolve it by simply granting the missing credits.
Unauthorised or fraudulent charge. A payment you did not make (for example, card fraud). We refund in full once verified.
Unused credits, within 14 days. Ask within 14 days of the charge and we refund the purchase in full, provided you have not spent any of the credits it bought. You do not need to give a reason — changing your mind is reason enough.
Crypto overpayment. You sent more than the invoice asked for. We refund the excess, or credit it to your balance — your choice.

In every refundable case the credits from that purchase are removed from your balance when the refund is issued.

3. When we don’t refund

Any purchase from which you have already spent one or more credits (see Section 1).
Dissatisfaction with indexing or ranking outcomes. We process every URL you submit and give you a verified record of the crawls that follow — which you can confirm yourself in your logs — but we do not control search engines and never guarantee that a page will be indexed, ranked, or gain visitors. That is not grounds for a refund.
Simple change of mind after credits have been used.
Free starter credits — they have no monetary value and are never refundable or exchangeable.
Movements in the exchange rate of the coin you paid with. Every invoice is priced in US dollars at the rate quoted when you open it; what that amount is worth afterwards is not a refundable difference.
Coins sent outside a live invoice — to an old address, on the wrong network, or after the invoice expired. We can often still recover these manually, but it is a courtesy rather than a refund, and network fees come out of the amount.

4. How to request a refund

Email [email protected] (or message us on Telegram @indexmachine) from your account email, and include a short note on the reason plus the reference for your payment: the Paddle order / transaction ID from your receipt for a card purchase, or the transaction hash (txid) and the coin/network for a crypto payment. For billing errors (duplicate or unauthorised charges) please contact us within 30 days of the charge; for unused credits, within 14 days.

5. How refunds are processed

Card and PayPal purchases.Approved refunds are issued by Paddle to your original payment method, typically within 5–10 business days depending on your bank or card provider, in the original purchase currency. Your invoice and receipt are in your dashboard.

Crypto purchases. A confirmed blockchain payment cannot be reversed, so an approved refund is sent as a new transaction — normally within 5 business days — in the same coin and network you paid with, to an address you give us. The refunded amount is the US-dollar value of the original invoice converted at the time we send it, minus the network fee. We cannot refund to a different network than the one you paid on.

The minimum purchase is $10. Individual coins and networks may have their own minimum, shown on the invoice before you pay.

6. Crypto payments: what to expect

Each crypto invoice quotes a fixed amount in your chosen coin and stays valid for a limited time. Credits are added automatically once the network confirms the payment — usually minutes, but busy networks can take longer. Until then the payment shows as pending in your dashboard, where you can also re-check its status.

If less than the invoiced amount arrives, we do not credit the purchase automatically — write to us and we will either credit what you actually sent or return it. If an invoice expires before you pay, simply open a new one; nothing is charged for an unpaid invoice.

7. Chargebacks

If something looks wrong, please contact us first — we resolve genuine billing issues quickly. Opening a chargeback with your bank (card purchases only; crypto payments have no equivalent) reverses the corresponding credits from your account, and accounts with unresolved chargebacks may be suspended while we investigate.

8. Related terms & contact

This policy sits alongside our Terms of Service. Questions about a specific charge? Email [email protected].