Refund and Credit Policy

How credits work

• You buy credits in one-time packs. There’s no subscription, and nothing renews.
• Purchased credits never expire. There are no inactivity, maintenance or other fees on your balance.
• Each action shows its price in credits before you confirm it. Making a design holds the credits, and you’re charged only once a finished image exists. If a design fails to produce an image, the held credits return to your balance automatically.
• Editing a design (“Make Changes”) is a new design and a new charge. The original stays in your history.
• Prices are in US dollars and don’t include sales tax. Any sales tax we charge is shown at checkout before you pay.

Promotional credits

We sometimes give credits for free, for example a welcome grant or a goodwill credit. Promotional credits have no cash value, are never refunded or exchanged for money, can’t be used while an account is suspended, and end when we close the account they were given to. We tell you when we give them. Unless we say otherwise when we give them, they don’t expire.

Refunds

Within 30 days, for a pack you haven’t used

You can ask for a full refund of a credit pack within 30 days of buying it, as long as your balance still holds at least as many credits as that pack gave you. This covers accidental and duplicate purchases. When we refund a pack, its credits are removed from your balance.

Example: you buy a pack of 1,000 credits and then spend 200 credits from a welcome grant. Your balance still holds 1,000 or more, so the pack is refundable in full. If you’ve spent some of the pack’s credits, so that your balance is below 1,000, it isn’t.

Packs you’ve started using

We don’t give partial refunds of a pack you’ve started using. Your remaining credits stay in your account and never expire.

After 30 days

After 30 days your credits stay usable for as long as your account exists, and we don’t refund them, with these exceptions. In each case we refund the refund value of your balance, defined below:

• we close your account, for any reason, less any amount you owe us (see section 11 of the Terms);
• we stop offering Listing Cavy;
• you close your account because you don’t accept a material change to the Terms, before that change takes effect;
• the law requires a refund.

Refund value. Take your current balance. Count no more of it than the credits from eligible payments. An eligible payment is one we received that hasn’t been refunded, reversed or charged back, isn’t in a dispute that hasn’t been decided in our favor, and that we don’t reasonably believe was unauthorized or fraudulent. Multiply by the lowest price per credit you paid on any pack. That’s the refund value. Promotional credits have none. This doesn’t limit any refund the law requires.

Designs that came out broken

Image models produce different work every time, and you choose what to keep. So a design produced as requested isn’t refundable just because you don’t like it. But if a design came out broken (for example garbled text, a file that won’t open, or a result plainly unrelated to what you asked for), write to us within 14 days. We’ll look at it, and if it is broken we’ll return the credits it cost as promotional credits.

Failed or uncertain designs

• A design that produces no image is never charged. Its credits return automatically.
• In a Marketing Kit, an item whose result we couldn’t confirm is marked Needs Attention. Its credits stay held, not charged, until you choose Try Again, which costs nothing new, or Cancel, which returns the credits to you.

Charges you didn’t make

If a purchase on your account wasn’t made by you or someone you authorized, contact us right away. Once we’ve confirmed it wasn’t authorized, we’ll refund it in full, remove its credits from your balance (as far as your balance allows) and help you secure the account. This doesn’t limit your right to dispute the charge with your card issuer.

How refunds are paid

• Refunds go back to the original payment method through our payment processor, Stripe. They usually appear in 5 to 10 business days, depending on your bank. If a refund can no longer be made to the original payment method, for example because the card is closed or the payment is too old, we’ll arrange another way to pay it to you once we’ve confirmed you are the account holder. A refund of a payment that wasn’t authorized goes only back to the original payment method.
• Any sales tax we charged on a refunded amount is refunded with it.

Chargebacks and payment disputes

Please contact us before disputing a charge with your bank. It’s almost always faster. If a payment is disputed:

• if the dispute is decided in your favor, we remove that payment’s credits from your balance, as far as your balance allows;
• if it’s decided in our favor, nothing changes;
• we may suspend an account while we look into a dispute we reasonably believe is fraudulent, and we may close an account involved in fraud or repeated unfounded disputes.

Closing your account

You can close your account at any time on the Security page, or by writing to us. Closing stops sign-in. It doesn’t cancel or erase your credits. If you change your mind, ask us to reopen the account, and your balance will be there, less any credits we’ve refunded. If you close within 30 days of a purchase, you can ask for that refund at the same time.

How to ask

Email [email protected], or use the Contact Us page, from the email address on your account. Include the date of the purchase. We aim to reply within 2 business days. We initiate an approved refund within 5 business days; when it reaches you then depends on Stripe and your bank, as described above.