Refund Policy

1. Credit purchases

Credits are non-refundable once consumed by a completed render. Unused credits remain on your account balance indefinitely and do not expire.

2. Failed renders

Credits consumed by a render that fails due to a fault on our side are automatically refunded to your account balance, at no cost to you.

3. Refunds to your card

If our service failed you. If we could not deliver what you paid for because of a fault on our side, we refund the full amount to your original payment method. The credits from that purchase are removed from your account.

If you change your mind. You can ask for a refund within 14 days of your payment. We refund the value of the credits from that purchase that you have not used yet. Credits you have already used are not refunded. The value of each unused credit is the price you paid for the purchase divided by the number of credits it gave you.

From that amount we deduct the payment processing fee that was charged on your original payment, because our payment provider does not return it to us. This is usually 2.9% of the amount paid plus AED 1, plus VAT (for example, AED 7.11 on a payment of AED 199), and can be higher for cards issued outside the UAE. If the fee is more than the value of your unused credits, there is nothing to refund.

The unused credits we refund are removed from your account, or from your agency's shared credit pool if that is where they went. Your refund email shows the amount paid, the value of the credits you used, the processing fee and the amount refunded, each as a separate line.

After 14 days, or once all the credits from a purchase have been used, change-of-mind refunds are not available.

Example. You buy 10 credits for AED 199 and use 6 of them. Within 14 days you ask for a refund. Your 4 unused credits are worth AED 79.60. We deduct the AED 7.11 processing fee and refund AED 72.49 to your card. The 4 credits are removed from your account.

4. Subscriptions

Subscription packages renew automatically until cancelled. You may cancel at any time; your subscription, including its credit grant, remains active until the end of the current billing period. We do not provide prorated refunds for the unused portion of a billing period following cancellation.

5. No cash value

Credits have no cash value and may not be exchanged, transferred, or redeemed for currency.

6. Payment processing

Payments are processed by Stripe. Stripe's own terms may provide additional protections independent of this policy.

7. Payment disputes and chargebacks

If you think a charge is wrong, please contact us first. We can usually sort it out faster than your bank can.

Disputes filed directly with your bank or card issuer are decided by the card issuer, through Stripe. While a dispute is open, your account and credits stay as they are, but we may review or restrict access.

If the dispute is decided in your favour and the payment is returned to you, we remove the unused credits from that purchase from your account (or your agency's credit pool), and we suspend the account. If you believe this was a mistake, contact us and we will review it.

If you receive a refund from us and also get the same payment back through a chargeback, we will ask you to repay the duplicate amount.

8. Contact

For questions about a charge, contact us via the contact page.