Refund & Cancellation Policy
This Refund & Cancellation Policy explains when you can cancel a purchase and how refunds are handled for token packages and top-ups bought on the Service. It sits alongside our Terms of Service and does not affect your statutory rights.
1. What You Are Buying
Tokens are a prepaid, one-time purchase — there is no subscription and no recurring charge. Tokens are credited to your balance immediately after a successful payment and are spent as you use the AI tools. Because there is nothing to renew, there is nothing to cancel: simply stop topping up.
2. EU / EEA Right of Withdrawal (14 Days)
If you are a consumer in the EU or EEA, you have 14 days from the date of purchase to withdraw from the contract and receive a full refund. Tokens are digital content supplied immediately, so this right ends as soon as you start spending the tokens from that purchase — by starting to use them you expressly request immediate performance and acknowledge the loss of the withdrawal right for the tokens consumed.
To withdraw, contact us from the email address on your account and include your order reference. We will refund the unused portion to the original payment method.
3. Refunds Outside the Withdrawal Period
Unused tokens are generally non-refundable once purchased. We will, however, refund a payment when:
- a technical fault on our side prevented the tokens from being delivered or used;
- you were charged more than once for the same order;
- the purchase was made in error and none of the tokens have been spent;
- a payment was made without the cardholder’s authorization (see section 6).
Tokens already consumed by a completed generation are not refundable, since the underlying model cost has been incurred.
4. How to Request a Refund
Email us from the address registered to your account with your order reference, the date and amount of the payment, and a short description of the problem. We acknowledge every request within 2 business days.
5. Processing Time & Method
Approved refunds are issued to the original payment method only — we cannot refund to a different card or account. We submit the refund within 5 business days of approval; how long it then takes to appear on your statement depends on your bank or card issuer, typically 5–10 business days.
Refunds are made in the currency of the original charge. We do not reimburse currency-conversion differences or bank fees applied by your issuer.
6. Failed, Duplicate & Unauthorized Payments
If a payment is taken but no tokens are credited, contact us — we will either credit the tokens or refund the charge in full. If you believe a payment was unauthorized, contact us before opening a chargeback so we can investigate and, where appropriate, refund it directly.
7. Account Suspension
If we suspend or close an account for a breach of the Terms of Service, any unused token balance may be forfeited. Where the closure is not the result of a breach, we refund the unused balance on request.
8. Contact
Refund and cancellation questions go to our support team — the contact details are on our Contact page. Please include your order reference so we can find the payment quickly.