Refund & Cancellation Policy

1. Summary

• Unused credits: refundable within 7 days of purchase, on request.
• Used credits: not refundable, because the underlying AI usage has already been paid for on your behalf.
• No subscription: nothing recurs, so there is no renewal to cancel and no charge you need to stop.
• Requests are reviewed: raise a ticket, we verify the purchase and usage, and approve where the conditions above are met.

2. What is refundable

We will refund the unused portion of a credit purchase when all of the following are true:

• the request is made within 7 days of the purchase date;
• the credits being refunded have not been consumed;
• the purchase was made on the account raising the request; and
• the account is in good standing and has not breached our Terms of Service.

The refund covers the unused balance from that purchase. For example: if you bought 1,000 credits and have used 200, you can be refunded the value of the remaining 800 within the window.

We also refund in full where you were charged in error, charged twice for the same purchase, or charged for credits that were never applied to your account. Those cases are not limited to the 7-day window, see section 8.

3. What is not refundable

• Credits you have already used. Every credit spent corresponds to AI model usage we have already been billed for by the provider. We cannot recover that cost, so we cannot return it.
• Free credits. The credits granted on signup carry no cash value.
• Requests made after 7 days, other than the billing-error cases in section 8.
• Accounts terminated for breach of the Terms of Service.
• Dissatisfaction with model output alone. AI models can be wrong, and the product is built so you review and approve before anything runs. That said, if the Service did not work as described, tell us, see section 9.

We would rather you did not spend money to find out whether this is useful. That is what the free credits on signup are for: they are enough to investigate a problem or diagnose an issue before you pay anything.

4. How to request a refund

Email [email protected] from the email address on the account, with the subject “Refund request”, and include:

• the registered email address on the account;
• the date and amount of the purchase, and the payment reference or transaction ID;
• the reason for the request.

We will confirm receipt, verify the purchase and the unused balance against our records, and tell you the outcome. If we need anything else to verify the request, we will ask once and clearly.

5. How long it takes

• Acknowledgement: within 2 working days of your request.
• Decision: within 5 working days of receiving everything we need.
• Payment: approved refunds are initiated within 10 working days of approval.

After we initiate a refund, the time for it to appear depends on your bank or card issuer, and is outside our control, typically a further 5 to 10 working days.

6. How you are refunded

Refunds are issued to the original payment method. This is a requirement of our payment processor and of card network rules, and we cannot redirect a refund to a different card, account or person. If the original method is closed, contact your bank, a refund to a closed card is usually still routed to the account holder.

Refunded credits are removed from your balance at the time the refund is approved. Refunds are made in the currency of the original payment; if your bank applies a conversion, the amount you receive may differ slightly from the amount you paid because exchange rates move. Any such difference, and any bank charges, are not something we can reimburse.

7. Cancelling your account

There is no subscription, so there is nothing to cancel to stop being charged, if you stop buying credits, you stop paying. You may close your account at any time by emailing [email protected].

If you close your account holding unused credits bought within the last 7 days, say so in the same message and we will treat it as a refund request. Unused credits from purchases older than that are forfeited on closure.

8. Failed and duplicate payments

• Money taken, credits not applied: contact us with the payment reference. We will trace it and either apply the credits or refund in full.
• Charged twice: the duplicate is refunded in full.
• Payment failed but money left your account: this is usually an authorisation hold that your bank releases automatically, generally within 5 to 7 working days. If it does not clear, send us the reference and we will pursue it with the processor.

These cases are not limited by the 7-day window.

9. Exceptions and disputes

If the Service failed to work as described and we could not resolve it, tell us. We will look at what happened and may refund used credits at our discretion where the fault was ours. We would rather fix a genuine problem than argue about a policy line.

Please contact us before raising a chargeback with your bank. A chargeback locks the funds and prevents us from resolving the issue directly, and it is almost always slower for you than emailing us. Where a chargeback is raised without contacting us first, we may suspend the account until it is resolved.

This policy sits alongside our Terms of Service and does not affect statutory rights you have under the consumer law of your country, which apply regardless of anything stated here.

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