Refund & Cancellation Policy
Last updated: 13 September 2026
Physicstan is operated by Muzammal Amin, based in Italy. Because the seller is established in the EU, EU consumer law applies to everyone who subscribes, wherever you live. That gives you a statutory right of withdrawal that many services do not offer, and it is explained in full below.
Short version: cancel any time from your account, you keep access until the end of the period you paid for, and there is a 14-day withdrawal right on new subscriptions subject to one important condition about immediate access.
Try it free first
Every account gets an introductory credit allowance after email verification, with no card required. That exists so you can find out whether the explanations are any good on your own homework before paying anything.
Using the free allowance properly is the best way to avoid needing this page at all.
Cancelling a subscription
You do not need to contact us to cancel.
- Sign in and go to your account page
- Click Billing, which opens Stripe’s customer portal
- Cancel from there
What happens then:
- Future billing stops immediately
- Your access continues until the end of the period you have already paid for. Cancelling on day 3 of a monthly plan does not cut you off on day 3
- Credits already in your balance remain yours and do not disappear
- You are not charged again
You can also change plan or update your card from the same portal.
Your 14-day right of withdrawal
Under the EU Consumer Rights Directive, as implemented in the Italian Consumer Code, you generally have 14 days from entering into a distance contract to withdraw from it without giving a reason.
There is a condition specific to digital services that you need to understand, because it affects whether you get a full refund.
If you ask to start using the service immediately, which is what happens when you subscribe and credits are granted to your account straight away, you are asked to expressly request that immediate start and to acknowledge that doing so affects your withdrawal right. In that case:
- You can still withdraw within 14 days
- The refund is reduced in proportion to the service already provided, meaning the credits actually granted and used
- If you have consumed the entire allowance, the value of what you used may leave nothing to refund
If you have not used any credits from the subscription, and you withdraw within 14 days, you receive a full refund.
To withdraw, email contact@physicstan.com within 14 days from the address on the account, stating that you wish to withdraw. You do not have to explain why. Refunds are made using the original payment method within 14 days of us receiving your notice.
Refunds outside the withdrawal period
Beyond the 14 days, refunds are considered case by case rather than promised in advance. We will normally refund where:
- You were charged after cancelling
- You were charged twice for the same period
- A technical fault on our side prevented you from using the service for a substantial part of the period, and we could not fix it
- Credits you paid for were not granted after a successful payment
We will not normally refund where:
- You simply did not use the service during a period you paid for
- You used the credits and then changed your mind
- Your account was suspended for breach of the terms of use
- You are dissatisfied with a specific AI answer
That last one deserves an explanation rather than a flat no.
Wrong answers are not a refund matter, and here is why
Physicstan makes mistakes. This is stated openly on the accuracy and method page rather than hidden, and we publish no accuracy percentage precisely because a single figure would misrepresent how variable AI performance on physics actually is.
You are buying access to a study tool that is documented as imperfect, not a guarantee of correct answers. A refund for a wrong answer is therefore not the right remedy, and offering one would imply a guarantee we have been careful never to make.
The right remedy is to report it. Every answer has a thumbs down and a Report button, which sends us the exact conversation and its identifiers. Reported errors feed the benchmark library used to test changes, so a good report fixes the problem for everyone who asks something similar afterwards. That is worth considerably more than a few credits back.
If the service is systematically failing rather than getting one question wrong, that is a different situation and you should write to us.
Failed payments
If a payment fails, Stripe updates your subscription status automatically. Credits already in your balance are unaffected. You simply do not receive the next allowance until billing succeeds. Update your card through the Billing portal to resume.
What happens to credits
- On cancellation: credits already granted stay in your balance and you can keep using them. You stop receiving new ones.
- On refund: credits corresponding to the refunded period may be removed from your balance.
- Generally: credits are not money, have no cash value, cannot be transferred between accounts and cannot be exchanged for cash. They do not expire while your account is open.
Deleting your account
Deleting your account is separate from cancelling a subscription. Cancel first, then contact us to request deletion. Deletion does not automatically trigger a refund of the current period, and some payment records must be retained for Italian accounting and tax purposes, as set out in the privacy policy.
How to reach us
Email contact@physicstan.com from the address registered on the account, including the approximate date and amount of the charge.
Physicstan is run by one person alongside a doctorate, so expect a few working days rather than an instant reply. Withdrawal requests are handled within the statutory timeframe regardless.
Complaints
Contact us first. If we cannot resolve it, EU consumers can use the European Commission’s online dispute resolution platform at ec.europa.eu/consumers/odr, and you retain any rights available under the consumer law of your country of residence.