Refund Policy

Last updated: June 2026

We want you to be satisfied with Phoxel. This policy explains when and how you can request a refund.

1. Eligibility for Refund

You are eligible for a full refund if all of the following apply:

• You request the refund within 14 days of the original purchase date.
• None of the credits from that purchase have been used. Any successfully delivered generated photo counts as a used credit.

You may also be eligible if the service failed to deliver due to a verifiable issue on our side (e.g., system outage, processing failure we could not resolve) — see Section 5.

2. Non-Refundable Cases

Refunds will not be granted for:

• Any purchase where credits have been used, even partially. We do not offer pro-rata refunds for partial use, regardless of your satisfaction with the output.
• Requests made more than 14 days after the original purchase, unless caused by a service failure on our side.
• Dissatisfaction with the artistic outcome of generated photos. AI image generation is inherently probabilistic and you can retry any failed generation for free. We encourage you to start with the Starter pack to evaluate fit before committing to a larger purchase.
• Generations that were rejected by the upstream model's safety filters because the reference photos or prompt violated those filters. The credit is automatically refunded to your in-app balance in such cases, but no monetary refund is issued.

At our sole discretion, we may offer goodwill compensation (such as bonus credits) for individual cases that fall outside this policy. Such gestures are not guaranteed and do not establish a precedent.

3. How to Request a Refund

Email hello@phoxel.app with:

• The order ID from your Paddle receipt (this is sufficient to identify the purchase)
• The email address used for your Phoxel account
• The reason for the refund request

We aim to respond to refund requests within 5–7 business days.

4. Refund Processing

• Approved refunds are processed by Paddle, our Merchant of Record. The refund is returned to the original payment method.
• Processing time depends on your bank, typically 5–10 business days.
• Refunds are issued in the original currency of the purchase. We do not compensate for currency conversion fluctuations.
• Once a refund is processed, the corresponding credits are removed from your account.

5. Service Outage Refunds

If we experience a verified continuous service outage longer than 72 hours that prevents you from using credits you've already purchased, we will offer either:

• A full refund of unused credits, or
• Bonus credits equal to 50% of your unused balance, at your choice.

Brief interruptions, scheduled maintenance, or third-party outages (such as Replicate or Cloudflare API downtime) do not qualify under this clause. Individual failed generations are not outages — they are automatically refunded back into your in-app credit balance and can be retried at no extra cost.

6. Chargebacks

Please contact us at hello@phoxel.app before initiating a chargeback with your bank. Most disputes can be resolved quickly through direct communication. Chargebacks initiated without contacting us first may result in account suspension.

7. Changes to This Policy

We may update this Refund Policy at any time. The date at the top reflects the latest revision. Changes do not apply retroactively to purchases made before the change date.

8. Contact

Questions about refunds? Email hello@phoxel.app.