1. What you are buying
Face AI sells one-time credit packages. Credits are prepaid units used to run AI image and video tools; they are not a subscription and do not renew automatically.
Credits are added to your account after the payment provider confirms the order. They are personal to your account and cannot be transferred, sold, or exchanged for cash.
2. Free quota and trials
Free daily quota and trial generations are provided at no cost and are never charged, so there is nothing to refund for them.
Free results may include a watermark. Watermarks are part of the free tier rather than a defect, so they are not grounds for a refund.
3. Failed generations
If a task cannot be completed, the credits reserved for that task are returned to your balance automatically. This usually happens within minutes and does not require a request.
If a task failed and the credits were not returned within 24 hours, contact us with the task ID or the link to the task in your history. We will verify the record and restore the credits.
4. When we refund a payment
We refund the payment when you were charged but the credits never reached your account, or when you were charged twice for the same order.
We also refund a payment when required by applicable consumer law. If you believe the law in your country gives you a right to cancel a digital purchase, contact us before using the credits and explain your situation.
Unused credits are otherwise non-refundable. Once credits have been spent on generations, the related payment cannot be refunded.
5. How to request a refund
Email [email protected] with the subject "Refund request". Include your account email, the order or transaction ID, the payment date, and the reason for the request.
Please contact us before opening a chargeback with your bank or payment provider. A chargeback can freeze the credits on the account while the case is reviewed, and we can usually resolve the issue faster directly.
We reply to refund requests within 3 business days and aim to complete approved refunds within 10 business days. The time for the money to appear on your statement depends on your bank or payment provider.
6. Chargebacks and account limits
If a payment is reversed by a chargeback, we may deduct the corresponding credits and temporarily limit new purchases until the case is closed.
Accounts used for repeated fraudulent payments or refund abuse may be suspended.
7. Contact
Questions about this policy: [email protected].
This policy is governed by the laws of Singapore, without prejudice to consumer rights you have where you live.