Placeholder — not legal text. This draft describes how the platform actually behaves, as a starting point for review. It has not been reviewed by counsel and must be replaced before launch.
1. When we refund
- Compute failure. If a job fails for reasons on our side and cannot be completed, the charge is refunded in full.
- Duplicate charge. Charged twice for the same job, the duplicate is refunded.
- Billing error. Charged the wrong amount, the difference is refunded.
2. When we usually do not
- The job completed and produced output matching the parameters you submitted.
- The output was not what you expected because of the parameters chosen. Parameters are shown for review before checkout, and an estimate is provided before payment.
- The download window expired before you retrieved the file. Windows and expiry dates are shown on the job page throughout.
3. How to ask
Raise a support ticket from the job in question. Linking the ticket to the job lets us see its settings and history immediately, which is usually the difference between a same-day answer and a long exchange.
4. How refunds are issued
Refunds return to the original payment method through Stripe, normally within five to ten business days depending on your bank. The job record is kept either way, with the refund recorded against it.
5. Failed jobs and retries
A failed job can be retried at no additional charge. A retry runs as a new job with the same parameters; the original is kept as a record.