1. 14‑day money‑back guarantee
Your first credit purchase is covered by a 14‑day money‑back guarantee. Email [email protected] within 14 days of payment with your invoice number and we'll refund the unused balance in full.
2. Subsequent credit packs
Unused credits from subsequent top-ups are refundable within 30 days of purchase, prorated against the unspent balance. After 30 days credits remain valid for 12 months but become non‑refundable.
3. Bonus credits
Bonus credits granted as part of larger packs are deemed consumed first when calculating the refundable portion of an unused balance.
4. Enterprise contracts
Refund and credit terms for Enterprise customers are defined in their master agreement and supersede this page.
5. How refunds are issued
- Refunds are returned to the original payment method within 10 business days.
- Bank or card processing may add 2–7 additional working days.
- EU VAT, where applicable, is refunded together with the principal.
6. Exclusions
- Custom integration work, onboarding services and bespoke models are non‑refundable once delivered.
- Accounts terminated for breach of the Acceptable Use Policy are not eligible for a refund.
- Chargebacks raised without prior contact will be disputed.
7. Need help first?
Most refund requests stem from onboarding friction. Reach our team at [email protected] and we will pair you with a solutions engineer at no charge before you decide.