Refunds & Failed Generations

When you generate, we reserve the credits first. We automatically return those reserved credits to your balance when the AI provider reports that the request:

• failed (it could not be produced),
• was rejected by content moderation and not produced,
• was canceled before processing started, or
• could not be accepted by the provider (for example the provider was unavailable or rejected the request) after our automatic retries.

You do not need to ask. The return appears in your credit history as “Credits returned” and the creation is marked as refunded in My Creations. Credits are returned once only per generation, and a failed generation is never charged.

Each generation request carries a unique key, so submitting the same request twice (for example by double-clicking or retrying after a network error) does not charge twice. If you believe you were charged twice for the same request, contact us with the details and we will check the credit history and correct it if an error is confirmed.

Once a generation completes successfully the credits for it are consumed and final. We do not return credits because:

• you are not satisfied with the style, quality, accuracy or content of an AI result, or the prompt or inputs you chose did not give the outcome you wanted;
• you did not download a file before it expired (files are stored for 30 days);
• a model or setting you chose turned out not to suit your project.

If a completed result is technically unusable (for example a corrupted or unplayable file), contact us and we will look at it. [OWNER DECISION: whether to offer goodwill credits for technically defective completed results, and under what conditions]

Credits are returned automatically as soon as we learn the result from the provider, normally within minutes. If a generation stays in progress for an unusually long time it remains reserved until the provider reports an outcome.

This section concerns money paid for a subscription, as opposed to credits.

• You can cancel at any time. You keep your plan and your remaining subscription credits until the end of the billing period you paid for, and you are not charged again.
• Subscription payments are generally non-refundable, including for unused credits or a partially used billing period, except where a refund is required by law.
• Unused subscription credits expire at the end of the period and have no cash value.

Nothing in this policy limits rights you have under consumer protection law where you live, including any statutory cancellation or withdrawal rights.

We may issue a refund or credit adjustment at our discretion where there is a billing error on our side, an unauthorised charge, or another exceptional circumstance. Refunds, when issued, go back to the original payment method through our payment provider and can take several business days to appear. [OWNER DECISION: whether you want a defined window (for example a refund request within 14 days of a first charge for unused plans)]

Contact [Contact email for legal notices and support — owner to provide] and include the email on your account, the date, and the creation or charge you are asking about (the creation's date and model are shown in My Creations). We keep a record of every credit movement and can check it, and EVEXCA Studio may adjust balances where an error is confirmed. We aim to answer within a few business days.