Refund policy
What is refundable, within what deadline and how to ask. This policy complements the Terms of service and does not affect the rights consumer law gives you.
Last updated: [EFFECTIVE DATE]
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Summary
Unspent credits: refundable within 14 days of purchase. Credits already spent on a completed generation: not refundable. A generation that failed on our side or at the vendor: credits returned automatically.
Withdrawal within 14 days
As a consumer in the European Union you can withdraw from the contract within 14 calendar days of purchase, without giving a reason (Portuguese Decree-Law 24/2014 and the corresponding national law where you live). An unambiguous statement by email to [SUPPORT EMAIL] is enough. No form is required. If you are a consumer in Brazil and the purchase was made away from business premises, you also have the 7-day cooling-off period of article 49 of the Consumer Defence Code.
Credits already spent
By starting a generation you expressly request immediate performance and acknowledge that you lose the right of withdrawal for that part (article 17(3) of Decree-Law 24/2014). A refund within the 14 days is calculated on the credits that have not been spent.
Failed generations
If a generation ends in error, the credits are returned to your account automatically. If that does not happen, write to [SUPPORT EMAIL] with the date and the project and we will fix it. An output that was delivered but that you do not like is not a failure: refine it or generate again.
Subscriptions and cancellation
You can cancel at any time. The subscription stays active until the end of the period already paid for and does not renew. Periods already started are not refunded pro rata, except under the right of withdrawal above or a service failure attributable to us.
One-off credit purchases
They follow the same rules: refundable within 14 days on the unspent part. Credits do not expire while the account exists, whether they come from the plan, a one-off purchase or the free welcome batch.
Unspent credits when an account closes
Credits are an internal unit of consumption and are not money: they have no cash value, are not transferable and are not convertible into cash outside the cases in this policy. When you close the account, or we close it for breach, unspent credits are extinguished. The 14-day right of withdrawal and any refund already owed survive, and are paid even after closure. If you closed the account by mistake, write to [SUPPORT EMAIL] within the 7-day grace period and we will restore the balance.
How to ask
Write to [SUPPORT EMAIL] from the account email, stating the purchase date and the reason. You do not need to justify a request made within the 14 days.
Deadlines and method
We acknowledge receipt within 2 working days and process the refund within 14 days of a valid request. The refund goes back to the payment method used for the purchase, through Stripe. How long it takes to appear on your statement depends on your bank.
Bank disputes
Before you open a dispute with your bank, talk to us: we resolve it faster. An open dispute suspends the account until it is decided.
Contact
[SUPPORT EMAIL] for refunds and billing. [BILLING EMAIL] for tax and invoice questions.