Refund Policy

You are buying credits: a licence to request a set number of generations from the service. Credits are consumable digital content. They are delivered to your account immediately on payment and can be used straight away.

A credit is spent at the moment a generation is requested. Once spent, the service it paid for has been performed and the underlying model cost has been incurred by us and cannot be recovered.

If you are a consumer, you may cancel a purchase and receive a refund of the credits you have not used, provided you tell us within the cancellation period that applies to you.

In Brazil, that period is seven (7) days from the date of purchase, under art. 49 of the Código de Defesa do Consumidor.

In the United Kingdom and the European Union, it is fourteen (14) days from the date of purchase, under the applicable consumer contracts legislation.

This right cannot be taken away by anything in this policy, and nothing here is intended to limit it.

Because credits are delivered instantly and can be used immediately, when you complete a purchase you expressly request that we begin supplying the digital content at once, and you acknowledge that you lose the right to cancel in respect of any credit you go on to spend.

A refund within the cancellation period is therefore calculated on your unused credits only, pro rata to the price you paid. If you bought a pack and spent part of it, you can be refunded the unspent part.

If you have spent every credit in a purchase, there is nothing left to refund.

Credits spent on a completed generation, including where you are unhappy with the result. Output is generated by an automatic model and varies; free welcome credits exist precisely so you can judge the quality before spending money.

Free, promotional, bonus or goodwill credits. These are granted at our discretion, have no cash value, and are never exchangeable for money.

Requests made after the cancellation period has ended.

Credits held on an account we have suspended or terminated for breach of the Terms of Service, for fraud, or for abuse.

Losses of any kind arising from content you generated or published — those are addressed by the Terms of Service, not by this policy.

Purchases where we have reasonable evidence of fraud, of a stolen payment method, or of repeated buy-use-refund behaviour.

If a generation fails because of an error on our side or at the model provider, the credit is returned to your balance automatically. You do not need to ask, and no cash refund arises, because you have not lost anything — the credit is available to use again.

If you believe a credit was taken without a generation being delivered and it was not returned, contact us and we will investigate and correct it.

Email support@brandgeniusai.app from the address on your account, within the cancellation period, including the receipt or order number from our payment provider and the reason for the request.

We aim to acknowledge within two business days and to reach a decision within seven. Approved refunds are issued by our payment provider to your original payment method; how quickly the money appears is determined by your bank or card issuer, typically within five to ten business days.

The refunded credits are removed from your balance when the refund is issued.

If you believe a charge is wrong, contact us first. We will look into it and, where a refund is due under this policy or the law, we will pay it.

Starting a chargeback or payment dispute without contacting us first is treated as a serious matter. It costs us a fee regardless of the outcome, and it removes any opportunity to resolve the problem directly.

Where a chargeback is raised without prior contact, we may immediately suspend or close the account, cancel any remaining credits on it, and decline to provide the service to you in future. We will provide the payment provider with our records, including the account's generation and credit history, in response to the dispute.

None of this limits your right to dispute a genuinely unauthorised transaction with your bank.

This policy is written to be fair to customers acting in good faith. Where we have reasonable evidence that refunds are being used to obtain the service for free — for example repeated purchases refunded shortly after credits are spent, or multiple accounts used to repeat a welcome grant — we may refuse a refund, withhold unused credits, and close the accounts involved.

We will always explain our reasoning if you ask, and this does not affect any statutory right you actually have.

A change in price never entitles you to a refund of a purchase already completed at the old price.

If we discontinue the service entirely, we will refund the unused value of paid credits held at that time. Free credits are not refunded, as they had no cash value.

Refund requests and questions about this policy: support@brandgeniusai.app.

Because the merchant of record, our payment provider, is also a party to the transaction, you may contact it directly about a payment. We remain responsible for the service itself.