Refund Policy

Last updated: November 24, 2025

Credit Purchases

Credits are non-refundable once purchased. This is because credits are a prepaid service balance, similar to gift cards. However, we handle specific situations as follows:

  • Accidental Purchase: If you contact us within 24 hours of an accidental credit purchase and have not used any credits, we may issue a refund at our discretion
  • Service Discontinuation: If we permanently discontinue Ballista, unused credits will be refunded in full
  • Credit Expiration: Credits never expire - use them whenever you're ready

Order Cancellations

Once you submit an order to mail a packet:

  • Before Printing (Ready Status): You can cancel and receive credits back to your account
  • After Printing Starts: Orders cannot be cancelled once printing has begun. Credits are deducted and mail will be sent
  • After Mailing: Mail cannot be recalled. No refunds or credits issued

Delivery Issues

  • Undeliverable Mail: If mail is returned as undeliverable due to an incorrect address you provided, no refund or credits are issued
  • Lost Mail: If tracking shows mail was lost by USPS (not delivered within 30 days for tracked services), we will issue credits equal to the mailing cost (excluding AI features)
  • Printing Errors: If we make an error in printing or mailing (wrong address sent, quality issues), we will resend at no charge or refund credits

AI Feature Credits

  • AI Cover Letter (2 credits): No refunds once generation is complete. You can regenerate or edit the result
  • AI Brand Design (5 credits): No refunds once design is generated. You can request regeneration with different prompts at no extra charge (limited to 3 attempts)

Requesting Refunds

To request a refund or report an issue:

  1. Email support@ballista.io with your order details
  2. Include your account email and order ID
  3. Explain the issue and provide any relevant documentation (photos, tracking numbers)
  4. We will respond within 1-2 business days

Chargebacks

If you file a chargeback instead of contacting us first, your account will be immediately suspended pending investigation. We prefer to resolve issues directly. Most problems can be solved quickly by emailing us.

Contact

Questions about refunds?
Email: support@ballista.io