Effective upon launch of direct-download sales.
This policy covers direct downloads purchased on terraphim.ai. Purchases made through the Mac App Store are refunded by Apple under the Apple Media Services Terms and Conditions; Apple, not Terraphim, decides those refunds.
The short version
Within 14 days of purchase you can get a full refund provided no release has been downloaded. Once your account has downloaded a release, the sale is final — unless the proxy does not function.
This is the same shape as Steam's rule for games: a refund is available while the product is untouched, and the usage measurement is what makes the rule fair to enforce. Steam measures playtime; we measure the moment our service first serves the download.
Why we do it this way
A signed application bundle cannot be returned once it is copied to your Mac — there is no undo. The download is the honest line between "bought but not taken" and "taken", and it is a line we can measure: the service records the first time it serves a release download request to your account, and that record is the only thing the refund rule consults.
We considered the alternative — a blanket 14-day window — and rejected it, because it would let anyone buy, download every release, and refund. That pattern subsidises itself out of the purchase price of everyone else.
What you get back
| Situation | Outcome |
|---|---|
| Within 14 days of purchase, no release downloaded | Full refund, no questions asked |
| Any release downloaded, proxy functioning as documented | Final sale — no refund |
| Any release downloaded, proxy does not function | Full refund — see When the proxy does not function below |
| More than 14 days after purchase, no download | Not automatic. Ask anyway — see Outside the rules below. |
"Downloaded" is counted when our service begins delivering the release to your account — the request is recorded when delivery starts, not when the bytes finish. A failed or interrupted delivery does not count as a completed download for refund purposes (see Downloads were broken below), and where the record is ambiguous we treat it in your favour.
Refunds go back to the original payment method through Stripe. Card refunds usually appear within 5–10 business days, depending on your bank — that part is outside our control.
When a refund is issued, download access ends: the entitlement is revoked and release downloads stop working.
When the proxy does not function
"Not functioning" means the software itself is defective — for example:
- The app fails to install or launch on a supported macOS version.
- The embedded proxy does not bind its port or does not forward requests to a correctly configured provider.
- A documented feature — routing, remaps, synonyms, dashboard, autostart — is absent or broken in the release you downloaded.
It does not cover upstream problems outside our control: a provider outage, an exhausted provider quota, a network block on your side, or a model behaving unexpectedly. Those are the provider's service, not ours.
Because the app collects no telemetry, we cannot see the failure ourselves — when you report a defect we may ask for the app version, your macOS version, and the error or behaviour you see. If the software genuinely does not work, we will refund it. You should not have to argue the point.
How to ask
Email [email protected] with the email address on the account you purchased with. For a defect claim, include the app version and macOS version.
We aim to process refund requests within 3 business days.
Outside the rules
Outside the automatic cases a refund is at our discretion, but the door is not closed. We will look seriously at:
- You were charged twice, or charged without completing a purchase. Always refunded.
- Downloads were broken — the entitlement was granted but releases would not download. Our fault; refunded.
- A release was withdrawn after you bought it for that version specifically.
What we record
To make this policy enforceable we keep a server-side record, tied to your purchase account, of when our service first serves a release download request to you — the version, the asset and the time. That is the entire record — the app itself collects no telemetry and reports nothing back. Purchase and download records are covered in the Privacy policy.
Your statutory rights
If you are a consumer in the UK or EU you have a legal right to cancel a distance contract within 14 days. For digital content that right is lost once downloading begins if you asked for immediate access and acknowledged losing the right — which is why checkout asks you to confirm exactly that before a download becomes available.
Nothing in this policy affects your statutory rights.
Fair use
We will refuse refunds where the pattern is clearly abusive — for example repeatedly purchasing, downloading, and refunding, or redistributing downloaded releases. Because downloads are recorded we can see this pattern; purchase of a licence does not transfer redistribution rights.
Changes
We may change this policy. Any change applies to purchases made after the change, never retrospectively. Material changes will be notified by email or through the site.