Our remedy: credits first
Where something goes wrong on our side, the remedy is credits on your balance — a re-run, or the credits that were reserved for the failed job. We restore credits rather than sending money back: they cost the same as the generation you paid for and can be used immediately. A cash refund is issued only where the law requires one, through the payment provider that handled the payment.
What our remedy looks like
If we fail to deliver — the task never produced audio, the file is corrupt, or you were charged twice for the same task — credits go back first: a re-run, or the reserved credits returned to your balance.
If the track was delivered as ordered and simply is not to your taste, that is not a failure on our side: it is not a refund or a credit-back case, so re-run it with a new brief instead.
When credits go back automatically
A failed generation, a failed code registration, or a duplicate charge for the same task returns the credits that were reserved for it. Nothing else is charged for that attempt.
Immediate delivery
Starting a generation is your instruction to begin at once: the work is produced and delivered within minutes, and the credits are spent on that request.
What credits do not cover
A finished track that simply is not to your taste is not a fault. Style, mood and creative direction can be re-run with a new brief; they are not grounds for credits back. If a track does not match the brief you sent, regenerate it first — that costs one generation, not a dispute.
Credits we put back
A returned credit keeps working like the rest of your balance: it follows the same rollover rule and the same oldest-first spending order. If a return happens close to the end of a cycle, we extend that credit by at least 30 days so it cannot lapse the next day.
Time limit and evidence
Report a failed or faulty job through the contact page within 30 days, with the workspace email and the task id. We will regenerate it or put the credits back; a job that never started is cancelled and its reserved credits are released, with nothing charged.
What this covers
This page describes how we handle credits.
Chargebacks
A card dispute is handled by the payment provider, not by us. If a charge looks wrong, write to us first: a message is usually faster than a dispute, and it keeps your account in good standing.