This Refund Policy describes when Synexa issues refunds for credit purchases. It supplements our Terms of Service.

1. Digital Goods & Consumed Credits

Credits are digital goods consumed at the moment you trigger a generation, prompter run, video render, or other paid action. Consumed credits are non-refundable. If a generation succeeds, the credits used to produce it are not eligible for refund — even if you are unhappy with the result. AI outputs vary by nature; we recommend starting with smaller runs to test prompts.

2. Failed Generations — Automatic Refund

If a paid action fails for a reason on our side (server error, model provider outage, network failure, etc.), credits are automatically refunded to your balance. You will see a corresponding entry in your transaction history. If you do not see the refund within a few minutes, contact support.

3. Unused Credits — 14-Day Money-Back Window

You may request a full refund of unused credits within 14 days of purchase, provided no credits from the pack have been consumed. To request, email support@synexa.artwith the order ID. Refunds are issued to the original payment method and typically arrive within 5–10 business days.

4. Partial Use After 14 Days

After 14 days, or if any credits from the pack have been consumed, the purchase is final and non-refundable except where required by law.

5. EU/UK Right of Withdrawal

EU and UK consumers have a 14-day right of withdrawal for digital purchases. By making a credit purchase and consuming any credit during the withdrawal period, you expressly waive your right of withdrawal for the consumed credits, in line with applicable consumer-protection law. Unused portions remain refundable as described in §3.

6. Fraudulent or Unauthorized Charges

If you believe a charge on your card was unauthorized, contact us immediately at support@synexa.art. We will investigate and, if confirmed, issue a full refund and lock the account against further unauthorized use.

7. Subscriptions

If we introduce subscription plans in the future, this policy will be updated to clarify proration and cancellation refunds.

8. How to Request a Refund

Email support@synexa.art from the address on your account.
Include your order/session ID (visible in your billing history).
Briefly describe the issue.

We aim to respond to refund requests within 2 business days.