Refunds

Credits are deducted only when a result has been produced. If an operation fails and no result is produced, the credits for that operation are returned to your balance automatically. You do not need to do anything.

You may ask for a refund of the credits from a package that you have not used. The refund amount is proportional to the unused credits of that purchase. Credits that you have already spent on creating results are not refundable, because the service for them has been provided.

Under Russian consumer protection law, you may withdraw from a paid service at any time, paying only for the part of the service actually provided. This policy applies that principle to credits.

Send your request from the email address registered on your account to the email address listed in the Contacts section. Include the date and the amount of the payment and any order reference you have. Refunds are paid back by the same method you used to pay.

We review each request within 10 business days of receiving it, and reply to the same contact details the request came from.

The time it takes for the money to reach your account after a refund is approved depends on your bank and the payment system and is set by them. The Service does not control this and does not guarantee a specific date.

If you are a consumer who buys credits from the EU or the UK, you have the right to withdraw from the purchase within 14 days of the day of purchase, without giving a reason. You can do this by sending us a clear statement, for example by email, stating that you withdraw from your purchase of credits.

If you withdraw within the 14 days and have not used the credits, we refund the full price of that purchase, using the same payment method, without undue delay and in any case within 14 days of receiving your withdrawal notice.

We do not ask you to give up this right: within 14 days of a purchase you can withdraw and get back the price of the credits from that purchase that you have not used. Credits you have already spent paid for results you received and are not refundable.

Once the right has ended, or if you have already started to use the credits with that consent, the refund for unused credits is handled under section 2, and credits that you have used are not refundable.

Outside the EU and UK, the refund rules in sections 1 to 4 apply. Some US states may give consumers additional rights, and nothing in this policy limits those rights.

If you have a problem with a payment, please contact us first, before you start a chargeback or a dispute with your bank. We will try to resolve it with you directly, quickly and in the same way as any other refund request.

If you did not authorise a payment, contact us as soon as possible.