Refund & Cancellation Policy

We want the refund rules to be boringly clear. This policy forms part of our Terms of Service.

1. Cancelling your plan

Plans are monthly. You can cancel at any time from your account page, or through our contact form from the address on your account. Cancellation takes effect immediately in the sense that no further payments are taken. You keep access and your remaining credits until the end of the period you have already paid for.

Cancelling does not by itself refund the current month. That is because the month's credits have already been credited to you and are available to spend.

2. When we refund in full

We refund the full amount, without argument, if:

• you were charged twice for the same period;
• you were charged after cancelling, and we failed to stop the payment;
• you were charged an amount you did not agree to;
• a technical fault on our side prevented you from using the Service at all during the period, and we could not put it right;
• we terminate your account for a reason that is not your breach.

3. When we refund partially

If you have not spent any credits from the current period, and you ask us within 7 days of the payment, we will normally refund that period in full as a goodwill gesture, less any payment-gateway fee we cannot recover. If you have already spent part of the pool, we will refund the unused proportion at our discretion, and we will tell you the figure before we process it.

4. When we cannot refund

• Credits that have been spent. Model usage is billed to us the moment it happens, so it cannot be returned.
• Credits that have expired unused at the end of their 30-day validity.
• Requests that succeeded but produced an output you did not like. Model output is variable by nature; a disappointing answer is not a fault.
• Accounts terminated for breach of the Terms of Service or the Acceptable Use rules.
• Indirect or consequential losses, or costs you claim beyond what you paid us.

5. Failed or rejected requests are never charged

If a request returns an error, is rejected, or is refused by a model provider, nothing is deducted from your balance. If you believe you were charged for a request that failed, tell us the time and the model and we will check the metering log and correct your balance if we got it wrong.

6. Failed payments

If a renewal payment fails, we may retry it and will email you. If it keeps failing we may suspend the plan until it is settled. Your existing credits stay valid for their normal 30 days regardless.

7. How to request a refund

Contact us through our contact form from the address on your account, with your payment reference and what went wrong. We aim to reply within 2 working days. Approved refunds go back to the original payment method; your bank or gateway may take a further 5–10 working days to show the credit.

8. Chargebacks

Please contact us before raising a chargeback with your bank — it is almost always faster to fix here. If a chargeback is raised on a payment for usage you actually received, we may suspend the account while it is resolved.

9. Your statutory rights

Nothing in this policy removes any right you have under consumer law that cannot be excluded. Where the law gives you a stronger right than this policy, the law wins.

10. Contact

Refund questions: contact us. See also our Terms of Service and Privacy Policy.