Refunds
Credits are bought in one-time packs and never expire. This page says when they come back, and how a purchase can be refunded.
TODO(owner): draft for review by counsel before launch.
Failed runs are refunded automatically
If a provider errors, a run times out, or the output is still invalid after one retry, the run’s credits come back in the same response. The page says so when it happens.
Runs that stop unexpectedly
If a run is cut off before it finishes, its credits come back the next time your account loads, once the run is 10 minutes old.
“This is wrong about my system”
Every AI report and tailored question set has this button. It refunds that run’s credits straight away. Each run can be flagged once, and an account can flag up to 3 runs in any 30 days. Beyond that, email support.
Purchases
A pack can be refunded in full within 14 days of purchase, as long as none of its credits have been used. Refunds are issued through Dodo Payments. When a pack is refunded, only the credits from it that are still unspent are removed from your balance.
How to ask
Email TODO(owner): support email from the address on your account, and say which run or purchase you mean.
What is not refunded
Welcome credits were never paid for, so they are not refunded. The policy above is issued by TODO(owner): legal entity name.