Refund Policy

Please review this refund policy carefully before purchasing credits or subscribing to a paid plan. By making a purchase, you agree to the terms below. This policy applies to all credit purchases, all subscription tiers, and all forms of AI content generation offered on the platform, including but not limited to image generation, video generation, audio/voice generation, 3D asset generation, website generation, and other AI features.

The central principle of this policy is straightforward and applies throughout every section: A refund or credit reversal is only possible when a generation fails. If a generation request fails due to a technical fault on Xelta.ai's side, the credits deducted for that specific failed generation will be restored in full. Xelta.ai cannot issue a refund for a successful generation, regardless of whether you are satisfied with the result.

The remainder of this policy explains what counts as a 'failed' generation versus a 'successful' one, how refunds are calculated and processed, how purchase channel affects the process, and how this principle interacts with credit purchases, subscriptions, expiration rules, regional laws, and Enterprise agreements.

To avoid ambiguity, the following terms are used consistently throughout this policy:

• "Credits": The unit of account used to pay for generation requests on Xelta.ai. Credits may be purchased individually, bundled into a subscription, or granted as free/promotional credits.
• "Generation / Generation Request": Any single request submitted by a user that consumes credits in exchange for Xelta.ai attempting to produce output (for example, an image, video, audio clip, 3D model, or website build).
• "Successful Generation": A generation request that completes and returns output to the user, regardless of the user's subjective opinion of the quality, style, accuracy, or usefulness of that output.
• "Failed Generation": A generation request that does not complete and does not return usable output because of a technical fault on Xelta.ai's side (for example, a server error, an unhandled exception, a timeout with no output produced, a crashed rendering job, or a platform outage), where credits were nonetheless deducted.
• "Failed-Generation Credits": Credits deducted in connection with a Failed Generation, as distinct from credits deducted for a Successful Generation.
• "Unused Credits": Credits that have not been deducted for any generation request and remain available in the user's balance.
• "Subscription": A recurring monthly or multi-month plan that grants a periodic allotment of credits in exchange for a recurring payment.
• "Store Purchase": Any purchase of Credits or a Subscription made through Apple's App Store or Google Play in-app billing, as opposed to a Direct Purchase made through Xelta.ai's website or web app.
• "Direct Purchase": A purchase made directly through Xelta.ai (web or account console), billed by Xelta.ai or its payment processor rather than by Apple or Google.
• "Enterprise Customer": An organization that has entered into a separate written agreement, order form, or Memorandum of Understanding ("MOU") with Xelta.ai governing its use of, and payment for, the Service.

Because Xelta.ai is offered both as a web application and through mobile app marketplaces, how a refund request is handled depends on where the purchase was made.

Refund eligibility and processing for Direct Purchases depend on what was purchased, what happened to the credits in question, and, above all, whether the credits were consumed by a failed generation or a successful one.

To initiate a refund request, email [email protected] and include:

• Your account email address.
• Transaction details (date, amount, and what was purchased: credits or a subscription).
• If reporting a failed generation: the generation ID or timestamp, the feature used, and a brief description of what went wrong.
• The reason for your refund request.
• Whether you are requesting a full or partial refund.

You can find the date, amount, and category of every charge, as well as the status of individual generation jobs, under Billing → Transaction History and Generations History in your account console. Store Purchase customers should instead follow Section 3.1.

Eligibility for a refund depends on Credits being unused and unexpired.

• Free or promotional credits expire a set number of days from the date they are granted, as disclosed at the time of grant.
• When you spend credits, the batch closest to expiring is drawn down first, so your oldest credits are used before newer ones.
• Once a batch passes its expiry date, it is removed and your balance drops by that amount.
• Expired credits cannot be refunded or restored; a request must reach us while the relevant credits are still active.
• Your current balance is shown as Credits Balance on the Billing page in your account console, and can also be retrieved programmatically via the account/billing API.

You may cancel a Direct Purchase subscription at any time from your account settings; Store Purchase subscriptions must be cancelled through the applicable App Store or Google Play account settings. Upon cancellation:

• You retain access to your subscription benefits until the end of the current billing period.
• You will not be charged for subsequent billing periods.
• Any unused credits associated with the subscription remain subject to the expiration rules in Section 6, unless a refund is separately approved under Section 4.3.
• Cancellation alone does not automatically trigger a refund; a refund request must be submitted separately if desired.
• Any generation failures that occurred during the subscription period remain eligible for a Generation Failure Refund under Section 4.1 even after cancellation, provided they are reported promptly.

In addition to the Generation Failure Refund rules in Section 4.1, the following purchase-window terms apply to Direct Purchase refund requests generally:

• You may request a refund within seven (7) days of your initial purchase, or as permitted by the law in your jurisdiction, provided no Credits from that purchase have been used.
• If you are a consumer in the EEA or UK, see Section 7.1, which governs your statutory right of withdrawal.
• Except as otherwise set forth in this Section 9, refunds apply only to initial purchases, not renewals, and are subject to a service fee not exceeding six percent (6%) of the initial fee where permitted by law. Otherwise, all amounts paid are non-refundable.
• For mid-term subscription upgrades, a refund may be issued at Xelta.ai's discretion if no Credits from the upgraded plan have been used, provided the refund request is made within seven (7) days of the upgrade date.
• For one-time or supplementary purchases measured by Credit usage (including credit packs and top-ups), a refund may be requested only if no Credits from that purchase have been used, within seven (7) days of purchase, subject to the service fee above where permitted by law.
• Add-on purchases and upgrades not measured by Credit usage (such as feature unlocks or capacity expansions) are non-refundable from the moment access is granted.
• These purchase-window terms operate alongside, and do not replace, the Generation Failure Refund entitlement in Section 4.1: a Failed Generation remains refundable even outside the seven-day window, provided the request is made before the relevant credits would otherwise expire.

Initiating a chargeback or payment dispute without first contacting us may result in account suspension while the dispute is investigated. We encourage you to contact support before pursuing a chargeback with your bank, card provider, Apple, or Google, since our team can review internal generation logs directly and typically resolve disputes over whether a generation failed or succeeded faster than a third-party dispute process.

Xelta.ai reserves the right to make the final determination on any refund request based on the validity, usage, and expiration status of the remaining credits, the verified technical outcome of the generation in question (success or failure), and compliance with this policy. This discretion does not limit any statutory right you may hold under applicable law.

We aim to process all refund requests as quickly as possible. Generation Failure Refunds are typically the fastest to resolve, since they can often be verified automatically from generation logs. Other refund requests are reviewed on a case-by-case basis and typically processed within 5–10 business days. Please note it may take several additional business days for a monetary refund to appear in your account, depending on your bank or payment provider.

This Section 12 applies to any organization using Xelta.ai as an Enterprise Customer, and takes precedence over Sections 1–11 for that organization's use of the Service to the extent of any conflict.

• Enterprise Customers are governed by the payment, credit, refund, and cancellation terms set out in their applicable Memorandum of Understanding, order form, or master services agreement with Xelta.ai (each, an "MOU"), and not by the consumer-facing terms above.
• Where an Enterprise MOU is silent on a particular refund scenario, the Generation Failure principle in Section 4.1 (crediting failed, platform-attributable generations) will apply as a default baseline, unless the MOU expressly states otherwise.
• Enterprise seats, credits, or usage provisioned under an MOU are not eligible for Section 9's individual purchase-window refund unless the MOU specifically incorporates it.
• Any dispute regarding an Enterprise Customer's billing, credits, or refunds should be directed to the account's designated Xelta.ai enterprise support contact, or as otherwise specified in the MOU.

For Direct Purchases, Xelta.ai uses Stripe, Inc. and its affiliates as its third-party payment service provider (card acceptance, merchant settlement, and related services). If you make a Direct Purchase, you will be required to provide payment details directly to our payment processor. You agree to be bound by Stripe's Privacy Policy and Terms of Service, and consent to Xelta.ai and Stripe sharing information and payment instructions necessary to complete your transaction.

Online payment transactions may be subject to validation checks by our payment processor and your card issuer; we are not responsible if your card issuer declines to authorize payment. Store Purchases are processed entirely by Apple or Google, and their respective payment terms apply instead of this Section 13.

For refund inquiries or questions about this policy, please reach out to us: