Refund policy
In short. You can get your money back for a credit pack within 14 days if you have not used any of its credits. Credits from a job that fails or that you cancel come back on their own. Write to [email protected] and we answer within 3 business days.
Credits that come back on their own
Before a job runs, its maximum price is set aside. If the job fails or you cancel it, the whole amount returns to your balance. If it finishes, only the work it used is charged and the rest returns. You do not need to ask.
Refunds on a credit pack
- Within 14 days, no credits used. If you bought a pack and have not spent any credit since, you get a full refund of that pack.
- Within 14 days, some credits used. You get a refund for the credits that are still unspent, worked out at the price per credit you paid. Credits already spent on finished work are not refunded.
- A fault on our side. If the service charged you for work it failed to deliver, or charged you twice, or took a payment you did not make, we refund it or give the credits back, whenever it happened.
- After 14 days. We do not refund unused credits just because you changed your mind. They do not expire, so they stay on your account. If a serious problem with the service meant you could not use them, write to us and we will look at it.
In the European Union you have a legal right to withdraw from a distance purchase within 14 days. For digital content that starts at once, that right ends once the supply has begun with your consent. The rules above are meant to be more generous than that, and they sit alongside any right the law gives you where you live.
How to ask
Email [email protected] from the address on your account, and include the date of the purchase. We reply within 3 business days. Payments are processed by Creem, our merchant of record, and a refund goes back to the original payment method through Creem. Banks usually take 5 to 10 business days to show it.
If you close your account
Closing your account yourself ends it, and unused credits are lost with it. If you bought a pack in the last 14 days, ask for the refund first. If we close your account for a reason that is not your fault, we refund the unused credits you paid for.
What a refund does to your credits
A refund takes the refunded credits off your balance. If you already spent some of them, the balance can go below zero until you add more. A refund is not a way to keep the credits and the money.
Disputes and chargebacks
Please write to us before you ask your bank to reverse a payment. A refund through us is quicker and does not put your account at risk. A reversed payment can lead us to suspend the account while we sort it out.