Refund & Billing Policy

1. Nature of wallet credits

When you purchase wallet credits through Stripe Checkout, you receive a prepaid balance denominated in our internal accounting unit (e.g. CV credits) that can be consumed to unlock premium AI generations. Credits are delivered digitally and may be consumed seconds after purchase if you immediately run a job. This immediacy affects statutory withdrawal rights for EU/UK consumers under the Digital Content Directive.

2. EU/UK consumer withdrawal

If you are a consumer, you generally have 14 days to withdraw from distance contracts. HOWEVER, if you expressly consent to immediate delivery and acknowledge that you lose the right of withdrawal once delivery begins, and you consume credits, withdrawal may no longer be available for the consumed portion. We surface such consent language at checkout where required.

If you did not consent properly or the service was materially defective, you may still have statutory remedies — contact support with evidence (screen recordings, timestamps, error IDs).

3. Technical failures and double charges

If Stripe confirms a duplicate charge due to our bug, we will refund or re-credit promptly. If a generation fails after debit due to upstream outage, we will restore credits after verifying logs. User error (wrong script, wrong voice) is generally not refundable once processing completes.

4. Chargebacks and payment disputes

Initiating a chargeback while continuing to use the Platform may be treated as fraud. We may contest illegitimate disputes with evidence from our ledger. If a chargeback succeeds, we may terminate the account and blacklist associated payment fingerprints subject to PCI and privacy constraints.

5. Business customers

Enterprise or B2B contracts may specify different SLA credit mechanisms. Absent a signed order form, B2B purchases follow this policy.

6. Tax and invoices

VAT or sales tax may be collected via Stripe Tax or manual configuration. Invoice PDFs, where offered, are for your records; official tax treatment depends on your jurisdiction.

7. Contact

Billing questions should go to the support email on our Contacts page with “Billing — order ID” in the subject line.