This Refund Policy describes when Synexa issues refunds for credit packs and subscription plans. 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. If they are not back in your balance within a few minutes, contact support.

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

You may request a full refund of a credit pack, or of the first payment for a subscription plan, within 14 days of purchase, provided none of the credits it added have been used. All your credits sit in one balance, so we count the credits you already had as used first: a purchase is unused as long as your balance still holds every credit it added, bonus credits included. To request, see §8. Refunds are issued to the original payment method and typically arrive within 5–10 business days. We take back the credits the refunded payment added, and refunding a plan's first payment also ends the plan.

4. After 14 Days or Once Credits Are Used

After 14 days, or once any credits from the purchase have been used, the purchase is final and non-refundable except as §7 says for renewals or where required by law.

5. EU/UK Right of Withdrawal

EU and UK consumers normally have 14 days to withdraw from an online purchase. Credits are digital content we add to your balance as soon as you pay, so at checkout, next to the Pay button, you ask us to add them straight away and acknowledge that you lose your right of withdrawal once you use any of them. Until then you can withdraw within 14 days and get a full refund under §3, for a credit pack and for the first payment of a plan alike. Your receipt email confirms this.

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

Automatic renewal. A plan renews automatically every month or every year, as you chose at checkout, until you cancel. We email a receipt for every renewal.
Cancelling. Cancel any time from your Account page (Cancel plan), which takes you to our billing portal. Cancelling stops the next renewal. Your plan carries on until the end of the period you have paid for; cancelling does not refund that period.
Your credits. You keep all your credits when a plan ends, whether you cancelled it or a payment failed. Credits never expire.
Renewals. Within 48 hours of a renewal charge, provided none of the credits that renewal added have been used (counted as in §3), we refund the renewal in full on request. The plan then ends and we take back the credits that renewal added. After 48 hours, or once any of them have been used, a renewal is non-refundable except where required by law.
Changing plan. When you change plan, the step where you confirm the change shows how it is billed and when it applies, and we bill it that way.
First payment. The first payment for a plan is covered by §3 and §5.

8. How to Request a Refund

Email support@synexa.art from the address on your account, or open a request from your Account page (Help & support).
Include the order or invoice ID from your receipt email. If you can't find it, give the date and amount of the charge.
Briefly describe the issue.

We reply by email, usually within 1-2 business days.