Legal

Refund Policy

Last updated: September 2026

1. Overview

This policy explains when a refund is and isn't available for Decora AI purchases. We aim for this policy to be fair to both our users and the business — refunds are available where something went wrong on our end, but not for time or credits you've already used.

2. Refunds Are Available For

  • Duplicate payments: if you were charged more than once for the same purchase due to a technical error;
  • Failed transactions that still deducted funds: if your payment provider charged you but your Decora AI wallet was never credited;
  • System errors: if a verified bug or outage on our side caused you to be charged without receiving the corresponding time or credits; and
  • Failed top-ups: if a top-up payment was confirmed by your payment provider but never applied to your account balance.

To request a refund under any of the above, contact us via our contact page with your payment reference. We aim to review refund requests promptly and will credit your account or reverse the charge once verified.

3. Refunds Are NOT Available For

  • Time or credits already used: once a realtime session has consumed time from your balance, that usage is final;
  • Unused time or credits you simply changed your mind about: purchased time does not expire, but is non-refundable once the purchase is confirmed and applied;
  • Violations of our Terms & Conditions: accounts suspended or banned for abuse, fraud, or other prohibited use (see our Terms & Conditions) forfeit any remaining balance and are not eligible for a refund; and
  • Banned accounts: no refund is issued for balances on an account that has been permanently banned.

4. How Refunds Are Processed

Approved refunds are returned to the original payment method where possible, or credited to your Decora AI wallet at our discretion. Processing times depend on your payment provider and are outside our direct control.

5. Disputes

If you disagree with a refund decision, you may request a review via our contact page. Repeated unfounded refund requests or payment disputes may be treated as an abuse signal under our fraud-prevention systems.

6. Contact

Refund requests and questions about this policy can be sent via our contact page.