Refund Policy

This policy explains when you can get money or credits back.

The short version

• A purchase you haven't used can be refunded within 14 days.
• Credits are not refundable once used.
• A run that fails or is canceled gives back all its credits, automatically.
• In the EU and the UK, you also have a 14-day right of withdrawal.

Unused purchases

Within 14 days of buying credits, you can ask for a full refund if none of that purchase's credits were used. A purchase's credits include its bonus credits. To tell which credits were used, we count them in the order you got them: your free credits first, then your purchases from oldest to newest, each with its bonus.

To ask, write to [email protected] from the email address of your account and tell us which purchase. The date or the order number on your Creem invoice helps. Once the refund is made, that purchase's credits, bonus included, are removed from your balance.

Used credits

Credits spent on runs that finished are not refundable: the AI work behind them is done and paid for. Free credits have no cash value and are never refunded.

If you think a run charged you by mistake, write to us and we will check it.

Failed and canceled runs

A paid run sets its price aside when it starts. If it fails or is canceled, all of it comes back to your balance, without you asking. These returns are made in credits, not money.

Right of withdrawal (EU and UK)

If you are a consumer in the European Union or the United Kingdom, you can withdraw from a purchase within 14 days, without giving a reason. To withdraw, send us a clear message at [email protected], for example: "I withdraw from my purchase of [number] credits made on [date]."

When you start a paid run, you ask us to start the service right away, and you lose the right of withdrawal for the credits that run uses. If you withdraw, we refund the share of that purchase you have not used: what you paid, times its credits you have left (bonus included), divided by all its credits.

How refunds are paid

Refunds go through Creem, our merchant of record, back to the payment method you used. We send them within 14 days of your request. Your bank may take a few more days to show them.

Contact

Questions about a refund: [email protected].