Refund and Cancellation Policy

This policy explains, in plain words, how to cancel and when you get money back. It is part of our Terms of Service. If anything here seems to differ from the terms, the terms apply. Nothing here reduces your legal rights.

At a glance

"Consumer" means you use the Service wholly or mainly outside your trade, business, craft or profession.

Non-refundable AI and infrastructure usage

Except where required by applicable law, fees attributable to AI usage, model/API calls, tokens or credits consumed, computing resources, cloud infrastructure, storage, bandwidth, processing, and other metered or third-party resources that have already been used, provisioned, or incurred are non-refundable.

Subscription fees attributable to services or resources already consumed during the applicable billing period are also non-refundable.

Cancellation of a subscription prevents future renewals but does not create a right to a refund for AI usage, infrastructure resources, credits, computing capacity, or other costs already consumed or incurred before cancellation.

Nothing in this policy limits any mandatory rights available to customers under applicable consumer protection laws, including rights relating to unauthorized or duplicate charges, services not provided, or services that materially fail to conform to their description.

This is why a refund within the 14-day period is reduced by what you used, and why only credit packs with none of their credits used can be refunded in full.

Arabic version / النص العربي

رسوم الذكاء الاصطناعي والبنية التحتية غير القابلة للاسترداد

باستثناء الحالات التي يوجب فيها القانون المعمول به خلاف ذلك، فإن الرسوم المرتبطة باستخدام خدمات الذكاء الاصطناعي، بما في ذلك استدعاءات النماذج وواجهات API، والرموز أو الأرصدة المستهلكة، وموارد الحوسبة، والبنية التحتية السحابية، والتخزين، ونقل البيانات، والمعالجة، وأي موارد أخرى محسوبة حسب الاستخدام أو مقدمة من أطراف ثالثة وتم استخدامها أو تخصيصها أو تكبد تكلفتها بالفعل، تكون غير قابلة للاسترداد.

كما أن الجزء من رسوم الاشتراك الذي يقابل الخدمات أو الموارد التي تم استخدامها أو استهلاكها بالفعل خلال فترة الفوترة المعنية لا يكون قابلاً للاسترداد.

يؤدي إلغاء الاشتراك إلى إيقاف التجديدات المستقبلية، ولكنه لا ينشئ حقًا في استرداد الرسوم المتعلقة باستخدام الذكاء الاصطناعي أو موارد البنية التحتية أو الأرصدة أو قدرات الحوسبة أو أي تكاليف أخرى تم استهلاكها أو تكبدها قبل تاريخ الإلغاء.

ولا يحد أي بند في هذه السياسة من أي حقوق إلزامية يتمتع بها العميل بموجب قوانين حماية المستهلك المعمول بها، بما في ذلك الحقوق المتعلقة بالمدفوعات غير المصرح بها أو المكررة، أو الخدمات التي لم يتم تقديمها، أو الخدمات التي تختلف بشكل جوهري عن الوصف المعلن عنها.

Cancelling a subscription

You can cancel at any time, without giving a reason:

1. Go to Settings → Billing.
2. Choose Cancel subscription.
3. Confirm.

This takes no more steps than subscribing did. You can also send one message to [to be confirmed] from the email address on your account, saying you want to cancel. If you bought through Paddle or Lemon Squeezy, you can also use the link in their emails.

Your plan continues until the end of the period you have paid for. Then your workspace moves to the Free plan and you are not charged again. We confirm by email.

Free trials

If you cancel before your trial ends, you pay nothing. If you do not cancel, the plan price is charged on the day the trial ends. We email you at least 3 days before.

Your 14-day right to cancel (consumers)

If you are a consumer, you can cancel a subscription or a credit-pack purchase within 14 days, starting the day after you buy. For a subscription that starts with a free trial, the 14 days start the day after you start the trial.

• Subscriptions. You asked us to start straight away, so we refund what you paid minus a proportionate amount for what you received before you told us. That amount is the share of the period's plan credits you used, or the share of the period that had passed, whichever is higher. If you used all the credits included in the period, there is nothing to refund.
• Credit packs. You asked us to add the credits straight away and agreed that you lose the right to cancel once you use them. So an unused pack gets a full refund, and a pack whose credits you have started to use cannot be cancelled. We use your plan, welcome and promotional credits before your pack credits, so a pack stays unused for as long as possible.

Where the subscription rules of the Digital Markets, Competition and Consumers Act 2024 apply, you also get the cooling-off periods those rules give, as explained in section 10 of our Terms of Service.

If you live outside the UK, you keep any cancellation rights the consumer law of your country gives you.

Unused credit packs (everyone)

Whether you are a consumer or a business customer, you can get a full refund for a credit pack within 14 days of buying it, if you have not used any of its credits. Ask in Settings → Billing or write to [to be confirmed].

Business customers

The statutory right to cancel does not apply to business customers. Apart from unused credit packs (above) and the cases below, payments for subscriptions are not refundable. You can still cancel at any time; your plan continues to the end of the paid period.

When we refund in other cases

• Failed production. If a paid step fails, its credits are not charged and go back to your balance automatically.
• Faulty results. If something we produced is faulty or not as described, tell us at [to be confirmed]. We will fix it or produce it again at no cost. If we cannot, we return the credits, or give a refund where the law requires it.
• We change or stop the Service. If we significantly reduce what you pay for, stop the Service, or close your account when you have not broken our terms, we refund the unused part of any period you have paid for and any unused credit packs.
• Price errors. If we charged a clearly wrong price because of an error, we refund the difference or the whole payment if you choose to cancel.

How refunds are paid

• We refund using the payment method you used, within 14 days of the day you tell us you are cancelling (or of the day we agree the refund). We do not charge a fee.
• We refund in the currency you paid in. Your bank may charge for currency conversion.
• When a purchase is refunded, the credits that came with it are removed from your balance. When a subscription payment is refunded, that period's plan credits are removed.
• Paddle and Lemon Squeezy. If one of them was the seller (merchant of record), it makes the refund. We ask it to refund whenever this policy says you are due one. Its own buyer terms may give you further rights; this policy does not reduce them.

Payment disputes

If you think a charge is wrong, please contact [to be confirmed] before disputing it with your bank; we can usually sort it out faster. While a dispute is open we may pause paid features and hold the credits that came with the disputed payment.

Closing your account

Closing your account (Settings → Your data) cancels your subscription straight away and deletes your content. Unused credits end with it. If you might be due a refund under this policy, ask for it before you close your account.

Model cancellation form

If you are a consumer and want to cancel within the 14 days, you can use this form, but you do not have to. A clear message in Settings → Billing or by email is enough.

• To: Infera Engine Ltd, 128 City Road, London, EC1V 2NX, United Kingdom. Email: [to be confirmed].
• I/We hereby give notice that I/We cancel my/our contract for the supply of the following service / digital content: [plan or credit pack]
• Ordered on: [date]
• Name of consumer(s):
• Address of consumer(s):
• Email address used for the account:
• Signature of consumer(s) (only if this form is sent on paper):
• Date: