{"success":true,"data":{"slug":"refund-policy","title":"Xelta.ai Refund Policy","updatedAt":"2026-09-07T10:14:49.977Z","metadata":{"version":"1.0","lastUpdated":"March 11, 2026","contact":"support@xelta.ai","website":"www.xelta.ai"},"notices":[{"type":"info","content":"This Refund Policy explains how refunds work for Xelta.ai, an AI content-creation platform serving both individual users and enterprise customers. It covers credit purchases, subscriptions, and how credits deducted for failed AI generations are handled. It also explains when a refund cannot be issued, and how this policy applies differently depending on how you access Xelta.ai (directly via web, or through the Apple App Store or Google Play) and whether you are an individual user or an Enterprise Customer. "},{"type":"info","content":"This document is the controlling reference for refund decisions made by Xelta.ai support for individual, directpurchase customers. Enterprise Customers are instead governed by Section 12 (Enterprise Customers) and their applicable Memorandum of Understanding or order form, which take precedence over this policy in the event of a conflict. "}],"sections":[{"number":1,"title":"General Policy","content":"Please review this refund policy carefully before purchasing credits or subscribing to a paid plan. By making a purchase, you agree to the terms below. This policy applies to all credit purchases, all subscription tiers, and all forms of AI content generation offered on the platform, including but not limited to image generation, video generation, audio/voice generation, 3D asset generation, website generation, and other AI features.\n\nThe central principle of this policy is straightforward and applies throughout every section: A refund or credit reversal is only possible when a generation fails. If a generation request fails due to a technical fault on Xelta.ai's side, the credits deducted for that specific failed generation will be restored in full. Xelta.ai cannot issue a refund for a successful generation, regardless of whether you are satisfied with the result.\n\nThe remainder of this policy explains what counts as a 'failed' generation versus a 'successful' one, how refunds are calculated and processed, how purchase channel affects the process, and how this principle interacts with credit purchases, subscriptions, expiration rules, regional laws, and Enterprise agreements.","subsections":[]},{"number":2,"title":"Definitions","content":"To avoid ambiguity, the following terms are used consistently throughout this policy:\n\n• \"Credits\": The unit of account used to pay for generation requests on Xelta.ai. Credits may be purchased individually, bundled into a subscription, or granted as free/promotional credits.\n• \"Generation / Generation Request\": Any single request submitted by a user that consumes credits in exchange for Xelta.ai attempting to produce output (for example, an image, video, audio clip, 3D model, or website build).\n• \"Successful Generation\": A generation request that completes and returns output to the user, regardless of the user's subjective opinion of the quality, style, accuracy, or usefulness of that output.\n• \"Failed Generation\": A generation request that does not complete and does not return usable output because of a technical fault on Xelta.ai's side (for example, a server error, an unhandled exception, a timeout with no output produced, a crashed rendering job, or a platform outage), where credits were nonetheless deducted.\n• \"Failed-Generation Credits\": Credits deducted in connection with a Failed Generation, as distinct from credits deducted for a Successful Generation.\n• \"Unused Credits\": Credits that have not been deducted for any generation request and remain available in the user's balance.\n• \"Subscription\": A recurring monthly or multi-month plan that grants a periodic allotment of credits in exchange for a recurring payment.\n• \"Store Purchase\": Any purchase of Credits or a Subscription made through Apple's App Store or Google Play in-app billing, as opposed to a Direct Purchase made through Xelta.ai's website or web app.\n• \"Direct Purchase\": A purchase made directly through Xelta.ai (web or account console), billed by Xelta.ai or its payment processor rather than by Apple or Google.\n• \"Enterprise Customer\": An organization that has entered into a separate written agreement, order form, or Memorandum of Understanding (\"MOU\") with Xelta.ai governing its use of, and payment for, the Service."},{"number":3,"title":"Purchase Channels: Store Purchases vs. Direct Purchases","content":"Because Xelta.ai is offered both as a web application and through mobile app marketplaces, how a refund request is handled depends on where the purchase was made.","subsections":[{"number":"3.1","title":"Purchases Made Through Apple App Store or Google Play","content":"If you purchased Credits or a Subscription as an in-app purchase through the Apple App Store or Google Play, that transaction is billed, processed, and refunded exclusively by Apple or Google under their respective refund policies and procedures. Xelta.ai does not hold, process, or have the technical ability to directly refund payment for Store Purchases.\n\n- To request a refund for a Store Purchase, please use Apple's \"Report a Problem\" process (reportaproblem.apple.com) or Google Play's order history refund request process, as applicable.\n- Xelta.ai will, on request, provide Apple or Google with any information reasonably needed to verify whether a generation failed (for example, generation logs), to support your refund request with the store.\n- Where a generation fails and credits were deducted for a Store Purchase account, Xelta.ai will still restore the Failed-Generation Credits to your in-app balance directly, even though it cannot refund the original store payment. This ensures you are made whole in credits regardless of purchase channel.\n- Nothing in this Section 3.1 limits any right you may have under Apple's or Google's own consumer terms, or under applicable law."},{"number":"3.2","title":"Direct Purchases","content":"If you purchased Credits or a Subscription directly through Xelta.ai (not through Apple or Google in-app billing), Sections 4 through 11 of this policy govern how refunds are requested and processed."}]},{"number":4,"title":"Refund Categories (Direct Purchases)","content":"Refund eligibility and processing for Direct Purchases depend on what was purchased, what happened to the credits in question, and, above all, whether the credits were consumed by a failed generation or a successful one.","subsections":[{"number":"4.1","title":"Generation Failure Refunds (Primary Category)","content":"This is the primary and most common basis on which Xelta.ai restores credits or issues a refund. It applies specifically to credits deducted for a generation request that failed.\n\n**Eligibility**\n- Refunds under this category are only available where the underlying generation failed. A refund cannot be issued simply because a user is unhappy with, or does not intend to use, a successful generation.\n- If a generation request fails, all credits deducted for that failed generation will be restored to the user's account balance.\n- The failure must be attributable to Xelta.ai (a technical error, timeout, crash, or outage) rather than to user-supplied input, such as a prompt rejected for violating content guidelines before any generation attempt was made.\n- Requests must be submitted while the relevant credits would otherwise still be valid and unexpired (see Section 6).\n\n**Process**\n- The user reports the failed generation, or Xelta.ai's own monitoring systems detect the failure automatically.\n- Xelta.ai verifies, using internal generation logs, that the request did not complete successfully and that credits were deducted despite the failure.\n- Once verified, the full amount of Failed-Generation Credits is returned to the user's credit balance. In most cases this is handled as an automatic credit reversal rather than a cash refund, since the credits themselves are simply restored.\n- Where the failed generation was a Direct Purchase paid for outside of a subscription allotment, and the user prefers a monetary refund instead of restored credits, the process in Section 5 applies instead, minus any applicable transaction fees.\n- Users receive confirmation once the credit reversal or refund has been processed.\n\n**What is explicitly NOT covered by this category**\n- Credits deducted for a generation that completed and returned output, even if the output is low quality, does not match the prompt closely, contains artifacts, or is otherwise unsatisfactory to the user.\n- A user changing their mind after a successful generation.\n- A prompt correctly rejected by content-safety systems before consuming generation credits (no credits are deducted in this scenario, so there is nothing to refund).\n- Slow generations that eventually complete successfully; speed alone is not a failure."},{"number":"4.2","title":"Credit Purchase Refunds","content":"This category applies to Direct Purchase users who wish to be refunded for Credits that have not yet been deducted for any generation, successful or failed.\n\n**Eligibility**\n- You may request a full or partial refund for Credits that remain entirely unused.\n- Refund requests must be submitted before the unused Credits expire, and within the purchase-window terms in Section 9.\n- Refund requests must be sent by email to support@xelta.ai.\n\n**Process**\n- Xelta.ai verifies the unused and unexpired credit balance.\n- If approved, a refund is processed for the eligible amount, minus any applicable transaction fees.\n- The remaining credit balance is adjusted accordingly.\n\nNote: Free or promotional credits are non-refundable at any time, regardless of usage status."},{"number":"4.3","title":"Subscription Refunds","content":"This category applies to refunds for Direct Purchase monthly or multi-month subscription payments.\n\n**Eligibility**\n- Refunds are generally determined based on the amount of unused credits associated with the subscription period.\n- The subscription must be active or recently cancelled at the time of the request.\n- Refund requests must be submitted before the unused credits expire and within the purchase-window terms in Section 9.\n\n**Process**\n- Xelta.ai verifies the subscription status and total credits used.\n- If eligible, the subscription is cancelled immediately upon processing the refund.\n- The refund amount is calculated based on unused and unexpired credits. Credits already consumed by successful generations are not refundable; credits consumed by failed generations within the period are handled under Section 4.1 and restored separately.\n- A refund is issued for the approved amount, minus any applicable transaction fees, and the account's credit balance is adjusted to reflect the refunded amount."},{"number":"4.4","title":"Other Exceptional Refunds","content":"Refunds outside the categories above may also be considered where Xelta.ai determines, at its discretion, that exceptional circumstances apply — for example, duplicate charges, verified billing errors, or a service outage that prevented reasonable use of purchased credits even where individual generation attempts were not separately logged as failed."}]},{"number":5,"title":"How to Request a Refund (Direct Purchases)","content":"To initiate a refund request, email support@xelta.ai and include:\n- Your account email address.\n- Transaction details (date, amount, and what was purchased: credits or a subscription).\n- If reporting a failed generation: the generation ID or timestamp, the feature used, and a brief description of what went wrong.\n- The reason for your refund request.\n- Whether you are requesting a full or partial refund.\n\nYou can find the date, amount, and category of every charge, as well as the status of individual generation jobs, under Billing → Transaction History and Generations History in your account console. Store Purchase customers should instead follow Section 3.1.","subsections":[]},{"number":6,"title":"How Credit Expiration Works","content":"Eligibility for a refund depends on Credits being unused and unexpired.\n- Free or promotional credits expire a set number of days from the date they are granted, as disclosed at the time of grant.\n- When you spend credits, the batch closest to expiring is drawn down first, so your oldest credits are used before newer ones.\n- Once a batch passes its expiry date, it is removed and your balance drops by that amount.\n- Expired credits cannot be refunded or restored; a request must reach us while the relevant credits are still active.\n- Your current balance is shown as Credits Balance on the Billing page in your account console, and can also be retrieved programmatically via the account/billing API.","subsections":[]},{"number":7,"title":"Regional Refund Rights","content":"","subsections":[{"number":"7.1","title":"European Union / United Kingdom","content":"Under the EU Consumer Rights Directive and the UK Consumer Rights Act 2015, you may have a 14-day right of withdrawal from digital service subscriptions. This right may not apply once the service has commenced with your explicit consent to begin performance during the withdrawal period."},{"number":"7.2","title":"United Arab Emirates","content":"Applicable refund protections under UAE Consumer Protection Law No. 15 of 2020 apply to eligible purchases."},{"number":"7.3","title":"United States","content":"Applicable state consumer protection laws will be honored where they grant rights beyond this policy."}]},{"number":8,"title":"Subscription Cancellations","content":"You may cancel a Direct Purchase subscription at any time from your account settings; Store Purchase subscriptions must be cancelled through the applicable App Store or Google Play account settings. Upon cancellation:\n- You retain access to your subscription benefits until the end of the current billing period.\n- You will not be charged for subsequent billing periods.\n- Any unused credits associated with the subscription remain subject to the expiration rules in Section 6, unless a refund is separately approved under Section 4.3.\n- Cancellation alone does not automatically trigger a refund; a refund request must be submitted separately if desired.\n- Any generation failures that occurred during the subscription period remain eligible for a Generation Failure Refund under Section 4.1 even after cancellation, provided they are reported promptly.","subsections":[]},{"number":9,"title":"Purchase-Window Terms (Direct Purchases)","content":"In addition to the Generation Failure Refund rules in Section 4.1, the following purchase-window terms apply to Direct Purchase refund requests generally:\n- You may request a refund within seven (7) days of your initial purchase, or as permitted by the law in your jurisdiction, provided no Credits from that purchase have been used.\n- If you are a consumer in the EEA or UK, see Section 7.1, which governs your statutory right of withdrawal.\n- Except as otherwise set forth in this Section 9, refunds apply only to initial purchases, not renewals, and are subject to a service fee not exceeding six percent (6%) of the initial fee where permitted by law. Otherwise, all amounts paid are non-refundable.\n- For mid-term subscription upgrades, a refund may be issued at Xelta.ai's discretion if no Credits from the upgraded plan have been used, provided the refund request is made within seven (7) days of the upgrade date.\n- For one-time or supplementary purchases measured by Credit usage (including credit packs and top-ups), a refund may be requested only if no Credits from that purchase have been used, within seven (7) days of purchase, subject to the service fee above where permitted by law.\n- Add-on purchases and upgrades not measured by Credit usage (such as feature unlocks or capacity expansions) are non-refundable from the moment access is granted.\n- These purchase-window terms operate alongside, and do not replace, the Generation Failure Refund entitlement in Section 4.1: a Failed Generation remains refundable even outside the seven-day window, provided the request is made before the relevant credits would otherwise expire.","subsections":[]},{"number":10,"title":"Chargebacks and Disputes","content":"Initiating a chargeback or payment dispute without first contacting us may result in account suspension while the dispute is investigated. We encourage you to contact support before pursuing a chargeback with your bank, card provider, Apple, or Google, since our team can review internal generation logs directly and typically resolve disputes over whether a generation failed or succeeded faster than a third-party dispute process.","subsections":[]},{"number":11,"title":"Final Authority and Processing Time","content":"Xelta.ai reserves the right to make the final determination on any refund request based on the validity, usage, and expiration status of the remaining credits, the verified technical outcome of the generation in question (success or failure), and compliance with this policy. This discretion does not limit any statutory right you may hold under applicable law.\n\nWe aim to process all refund requests as quickly as possible. Generation Failure Refunds are typically the fastest to resolve, since they can often be verified automatically from generation logs. Other refund requests are reviewed on a case-by-case basis and typically processed within 5–10 business days. Please note it may take several additional business days for a monetary refund to appear in your account, depending on your bank or payment provider.","subsections":[]},{"number":12,"title":"Enterprise Customers","content":"This Section 12 applies to any organization using Xelta.ai as an Enterprise Customer, and takes precedence over Sections 1–11 for that organization's use of the Service to the extent of any conflict.\n- Enterprise Customers are governed by the payment, credit, refund, and cancellation terms set out in their applicable Memorandum of Understanding, order form, or master services agreement with Xelta.ai (each, an \"MOU\"), and not by the consumer-facing terms above.\n- Where an Enterprise MOU is silent on a particular refund scenario, the Generation Failure principle in Section 4.1 (crediting failed, platform-attributable generations) will apply as a default baseline, unless the MOU expressly states otherwise.\n- Enterprise seats, credits, or usage provisioned under an MOU are not eligible for Section 9's individual purchase-window refund unless the MOU specifically incorporates it.\n- Any dispute regarding an Enterprise Customer's billing, credits, or refunds should be directed to the account's designated Xelta.ai enterprise support contact, or as otherwise specified in the MOU.","subsections":[]},{"number":13,"title":"Payment Processing","content":"For Direct Purchases, Xelta.ai uses Stripe, Inc. and its affiliates as its third-party payment service provider (card acceptance, merchant settlement, and related services). If you make a Direct Purchase, you will be required to provide payment details directly to our payment processor. You agree to be bound by Stripe's Privacy Policy and Terms of Service, and consent to Xelta.ai and Stripe sharing information and payment instructions necessary to complete your transaction.\n\nOnline payment transactions may be subject to validation checks by our payment processor and your card issuer; we are not responsible if your card issuer declines to authorize payment. Store Purchases are processed entirely by Apple or Google, and their respective payment terms apply instead of this Section 13.","subsections":[]},{"number":14,"title":"Payment, Credits, and Subscription Terms","content":"","subsections":[{"number":"14.1","title":"Payment","content":"You shall pay all fees and charges incurred in connection with your Account (\"Fees\") in accordance with the fees, charges, and billing terms in effect at the time a Fee is due. By providing payment information for a Direct Purchase, you authorize Xelta.ai and/or its payment processor to invoice your Account for Fees due. You must promptly notify Xelta.ai of any change to your payment information. Except as set forth in this Agreement, an applicable MOU, or as required by law, Fees for the Service are non-refundable."},{"number":"14.2","title":"Credits","content":"You may purchase or receive Credits to use the Service. Purchased Credits are prepaid amounts for the Service and may only be used within the specified timeframe. Credits have no cash value, are non-transferable, non-reloadable, and non-redeemable for cash except as required by law. Subscription Credits are allocated per billing period and do not roll over; unused Subscription Credits expire at the end of the billing period."},{"number":"14.3","title":"Promotional Credits","content":"Xelta.ai may, at its discretion, offer loyalty, award, or promotional credits (\"Promotional Credits\"). Promotional Credits may expire as specified on issuance, have no cash value, and are non-transferable, non-reloadable, and non-redeemable for cash except as required by law."},{"number":"14.4","title":"Add-On and Package Credits","content":"Credits purchased as one-time add-ons or packages (\"Add-On Credits\") are valid for ninety (90) days from purchase, are non-recurring, and do not automatically replenish upon expiration. Unless otherwise stated at purchase, Add-On Credits are consumed after Subscription Credits. Refunds for Add-On Credits are governed by Section 9."},{"number":"14.5","title":"Taxes","content":"Fees do not include any Sales Tax that may be due in connection with the Service. Where Xelta.ai is obligated to collect Sales Tax, it will be collected in addition to the Fees."}]},{"number":15,"title":"Subscriptions","content":"","subsections":[{"number":"15.1","title":"Automatic Renewal","content":"Direct Purchase subscriptions automatically renew at Xelta.ai's then-current price until cancelled. Xelta.ai will provide at least thirty (30) days' advance notice of any price increase by email; the price increase takes effect only from the start of your next renewal term. Store Purchase subscriptions renew and may be cancelled through Apple or Google account settings, consistent with their respective store policies, including any required renewal disclosures and cancellation mechanisms."},{"number":"15.2","title":"Cancelling Subscriptions","content":"If you purchased your subscription directly from Xelta.ai, you may cancel from your account's Payment Settings page, or by contacting support@xelta.ai from the email address on the Account. If you purchased through the Apple App Store or Google Play, you must cancel through the applicable store's subscription management settings; Xelta.ai cannot cancel a Store Purchase subscription on your behalf."},{"number":"15.3","title":"Effect of Cancellation","content":"If you cancel, you may continue to use your subscription until the end of the then-current term; it will not renew thereafter. No prorated refunds of any portion of the subscription fee will be provided for the current term, except as required by applicable law or as set out in Section 9."},{"number":"15.4","title":"Free Trials and Promotional Offers","content":"Xelta.ai may offer free trials or promotional pricing for subscriptions. Unless stated otherwise, at the end of the trial or promotional period your subscription automatically converts to a paid subscription at Xelta.ai's then-current standard price, and your payment method will be charged until you cancel. You may cancel before the trial or promotional period ends to avoid being charged. Where a trial or promotional offer is presented through the Apple App Store or Google Play, the disclosures and cancellation mechanics required by that store's guidelines (including clear pricing, duration, and renewal terms shown before purchase) apply in addition to this policy."}]},{"number":16,"title":"Frequently Asked Questions","content":"","subsections":[{"question":"My generation finished, but I don't like how it looks — can I get a refund?","answer":"No. Refunds are only possible for failed generations. A completed generation, regardless of style, quality, or accuracy, is considered successful and is not refundable."},{"question":"My generation failed halfway through and I never received an output — what happens to my credits?","answer":"The credits deducted for that specific failed generation will be restored to your account balance in full once Xelta.ai verifies the failure from internal logs."},{"question":"I was charged but my prompt was blocked before anything was generated — do I get a refund?","answer":"In that scenario no credits are deducted in the first place, since no generation attempt occurred, so there is nothing to refund."},{"question":"I purchased credits through the App Store / Google Play — who do I contact for a refund?","answer":"You must request the refund through Apple or Google directly, since they process that payment. If a specific generation failed, contact Xelta.ai support as well so we can restore the credits to your account, even while your payment refund request is handled by the store."},{"question":"How long do I have to report a failed generation?","answer":"You should report it as soon as possible, and in any event before the relevant credit batch expires."}]},{"number":17,"title":"Contact Us","content":"For refund inquiries or questions about this policy, please reach out to us:","contactInfo":[{"label":"Email","value":"support@xelta.ai"},{"label":"Website","value":"www.xelta.ai"},{"label":"Enterprise Customers","value":"Please contact your designated enterprise account manager, or the contact specified in your MOU."}]}]}}