Summary
| Situation | Outcome |
|---|---|
| Generation fails or times out on our side | Credits returned to your balance automatically |
| Content blocked by the model's safety filter | Credits returned to your balance |
| Credits you purchased but have not used | Non-refundable |
| Credits already spent on successful generations | Non-refundable |
| Duplicate or unauthorised charge | Refunded after verification |
| Rights granted by mandatory consumer law | Honoured as required by that law |
1. All purchases are final
Credits are a prepaid usage allowance. Once a top-up is completed, the purchase is final and credits are not refundable, exchangeable, or convertible to cash.
Because each generation consumes paid capacity from the model provider the moment it runs, we cannot recover the cost of credits that have already been used or reserved for a job.
2. What is not a refund: credits returned for failed generations
If a generation fails because of a technical problem — a timeout, an upstream error, a queue failure, or a safety filter blocking the output — the credits for that job are returned to your balance automatically. You do not need to contact us.
This is a reversal of an unfulfilled charge, not a refund of a purchase: no money leaves the platform, and the credits remain available for you to use.
Repeatedly submitting prompts that are blocked by safety filters may lead to account restrictions under our Acceptable Use Policy.
3. The only cases where money is returned
- Duplicate charge. You were billed twice for the same top-up.
- Unauthorised charge. Your payment method was used without your authorisation, confirmed after verification with our payment partner.
- Paid but not credited. The payment succeeded but the credits never appeared in your balance and could not be restored manually.
- Mandatory consumer law. Where the law of your country of residence gives you a right that cannot be waived, we honour it. See section 5.
Contact us within 30 days of the charge for these cases. Refunds are issued to the original payment method through our Merchant of Record.
4. Chargebacks
Please contact us before opening a chargeback with your bank or card issuer — we can usually resolve the issue faster. Opening a chargeback for a charge that our records show was properly fulfilled may result in suspension of your account and removal of the associated credits while the dispute is investigated.
5. Statutory rights
Nothing in this policy limits rights you have under mandatory consumer protection law in your country of residence.
If you are a consumer in the European Economic Area, the United Kingdom, or Switzerland, digital content and digital services supplied immediately are exempt from the statutory right of withdrawal once supply has begun, provided you gave your express consent and acknowledged that you lose that right. By completing a top-up, you give that consent and acknowledgement.
Where such consent is not valid, or where local law grants a right that cannot be excluded, we will handle your request in line with that law.
6. Before you buy
- Pricing per model, per second and per resolution is published on our Pricing page — check the cost before you generate.
- Credits do not expire, so you can buy once and use them over time.
- Failed generations are returned automatically, so a technical problem never costs you credits.
7. Contact
Billing questions and the cases in section 3: {email}
We acknowledge requests within 2 business days and aim to resolve them within 5 business days.