Refund Policy

• Unused credits: refundable within 14 days of purchase, in full, no questions asked.
• Partially used credits: refundable pro-rata within 14 days for the portion you have not spent.
• Failed generations on our side: credits are automatically returned to your balance.
• Failed payments: if your card is charged but credits never appear, you get a full refund.

Each successful generation, edit or video render consumes credits at the rate shown next to the tool. Once a tool returns a result those credits are considered used and are not eligible for refund — regardless of whether you ultimately keep the output. Prompt-wizard credits are tracked separately from image credits.

If a generation fails on our infrastructure (model error, timeout, provider outage) the credits are automatically restored to your balance — no need to ask.

In line with the EU Consumer Rights Directive and the UK Consumer Contracts Regulations, EU/UK consumers may withdraw from a credit purchase within 14 calendar days of the transaction. By starting to use the credits within that window, you acknowledge that the consumed portion is no longer refundable. The unused remainder is always refundable for that period.

Send a request from our Support page or email billing@contraxly.com. Include:

• The account email used for the purchase
• The Transaction ID from your purchase history
• (Optional) a brief reason — it helps us improve

We aim to respond within 1 business day and process approved refunds within 5–10 business days back to the original card. Your bank may take an additional 1–3 days to display the refund on your statement.

Please contact us before initiating a chargeback — almost every billing question is resolved faster by email. Disputed chargebacks without prior contact may result in the account being suspended until the dispute is closed.

All credit purchases are billed in EUR. If your card's home currency differs, your issuer applies its own FX rate at charge time. Refunds are issued in the same currency the original charge was processed in; any FX difference between purchase and refund time is set by your card issuer, not by Contraxly.

Questions: billing@contraxly.com · Support form.