Straight answers
Frequently asked questions
Billing, privacy, and troubleshooting in one place — collected from our pricing, support, and Reflect pages.
What SusurElf does
Does SusurElf summarize YouTube videos?
Yes. After you install the extension, open a YouTube watch page and a SusurElf dock appears beside the player. It builds a summary from the video’s captions and shows chapter markers you can click to jump in the video.
Also see: YouTube video summary
Money & your data
How does SusurElf make money?
From subscriptions and one-time purchases. Monthly plans include a credit allowance, and Reflect sells one-time purchases such as written reports, paid for directly. We don’t sell your data and we don’t sell advertising.
Also see: Pricing · Privacy Policy
Do you sell my data?
No. We do not sell your personal information, prompts, selected page text, or screenshots, and we do not use advertising trackers or tracking cookies to build advertising profiles. Birth details you enter in Reflect are used to calculate your chart; when you start a reading, they go with your chat message — as if you typed it yourself. We collect what the service needs to run: your sign-in email and profile to identify your account, usage counters to enforce quotas, and your prompts, which are forwarded to third-party AI providers (primarily Aliyun DashScope) to generate responses. We do not use your prompts to train our own AI models. Deleting your account anonymizes your personal data immediately.
Also see: Privacy Policy
Credits & crystals
How are my credits charged?
Credits are deducted based on the actual tokens your requests use — you’re charged only for real usage, so an estimate never locks in a fixed deduction. The counts and page numbers shown on the pricing page are planning anchors to help you compare plans, not commitments.
Also see: Pricing
Do my credits roll over?
No. Plan credits refresh with each billing cycle — when your subscription renews, a new monthly allowance replaces the old one, and unused credits don’t carry over. In Reflect, credits appear as “crystals” and follow the same refresh. One-time purchases stay yours permanently unless refunded.
What are crystals?
Crystals are the balance used for paid readings. Free notes and previews stay free. Crystals are included with a subscription, are not sold separately, have no cash value, and cannot be withdrawn, transferred, or exchanged.
Also see: Reflect · Refund Policy
Why did my credits run out?
Credits are consumed by AI requests (chat and the 5 actions). Check your usage in the side panel. Free trial credits (150 points, 14-day window) are granted on first sign-in in production, subject to anti-fraud limits; development builds grant them on every login.
Refunds, cancellation & payment
Is there a refund policy?
Yes. All purchases — subscriptions and one-time reports — carry a 14-day refund window. Subscription refunds are prorated based on unused credits; one-time reports are refunded in full and access is revoked. See our Refund Policy for details.
Can I cancel anytime?
Yes. You can cancel your subscription at any time from your Paddle receipt email (Web purchases) or your App Store subscription settings (App Store purchases), or by contacting us. Your access continues until the end of the current billing period.
Can I cancel Reflect+?
Yes — cancelling stops future billing, and your membership stays active until the end of the period you paid for.
Also see: Reflect
What payment methods are accepted?
Web purchases are processed securely by Paddle, supporting major credit/debit cards and PayPal in most countries. App Store purchases use Apple’s payment methods.
Also see: Pricing
Do you store my credit card information?
No. All payment details are handled by Paddle for Web purchases and by Apple for App Store purchases. We never see or store your card information.
Also see: Pricing · Privacy Policy
Purchases & account
Do my purchases expire?
One-time purchases don’t expire — your unlocked readings stay in your Library.
Also see: Reflect · Refund Policy
Do I have to buy again on a second computer?
No. Credits live on your SusurElf account. Sign in with the same Google account, or Sign in with Apple using the same Apple ID, on every computer — home and office share one balance. If the two Macs use different Apple IDs, use the same Google on both. You do not pay twice.
Also see: Support
How do I delete my account?
Open the extension side panel → Settings → Delete account, or in the macOS host app: Settings → Account → Delete Account. Type DELETE to confirm. Deletion anonymizes your personal data immediately. An active App Store subscription does not block deletion and is not cancelled by deletion — manage it in System Settings.
Also see: Support · Privacy Policy
Troubleshooting & documents
The extension stopped working on a page. What should I do?
Refresh the page, then re-trigger the action. Make sure you are logged in and the side panel is open. If it persists, send us the page URL and the exact action you used.
Also see: Support
Where can I read the legal documents?
Terms of Service · Privacy Policy · Refund Policy
Also see: Support
Still stuck? Email support@susurelf.com — include the email address on your SusurElf account so we can find it quickly.