Refund Policy

1. What this policy covers

This policy applies to payments made directly for OpenRemix subscriptions, credit packages, and eligible paid features. It also explains the difference between a return of service credits and a refund of money to a payment method.

Your checkout page, payment-provider receipt, and any plan-specific terms form part of this policy. Nothing here limits refund, cancellation, or cooling-off rights that cannot be waived under the law that applies to you.

2. Failed generation tasks

When the task system can confirm that an image or video generation failed before a usable result was delivered, the credits charged for that task may be returned automatically to your account. A returned credit is not a cash refund and does not create a right to withdraw other credits as money.

A task that completes but produces a result you dislike is generally not treated as a technical failure. AI output varies, and visual quality, prompt following, text rendering, product detail, and stylistic preference are not guaranteed. Contact support when the task shows a failed status but the credits were not returned.

3. Duplicate, incorrect, or unauthorized charges

Contact us promptly if you see:

• the same purchase charged more than once;
• an amount that does not match the checkout confirmation;
• a paid plan or credit package that was never applied; or
• a charge you reasonably believe was unauthorized.

Provide the account email, charge date and amount, payment-provider receipt or reference, and a short description. Do not send a complete card number, bank password, or security code. We may ask you to complete account or payment verification before changing billing records.

4. Credit packages

Used credits and credits committed to a completed or processing generation are generally non-refundable, except where the service confirms an error or applicable law requires otherwise. An unused credit package may be considered for a refund if you contact us promptly after purchase and before any credits from that package are used, transferred, expired, or combined with a promotion.

Approval is not automatic. We review account activity, provider records, promotional terms, fraud risk, taxes, and payment-provider rules. A refund may be reduced by credits already used or benefits already received where permitted by law.

5. Subscriptions and cancellation

Canceling a subscription stops future renewals according to the effective date displayed in billing settings or by the payment provider. It does not automatically refund the current billing period or previously consumed credits.

If a subscription renewed after you had successfully canceled it, or if the service was materially unavailable for an extended period during a paid term, contact us for review. We do not promise prorated refunds for partial months or unused time unless required by law or stated at checkout.

6. How to request a payment refund

Send the request through Contact, a signed-in support ticket, or support@openremix.app. Include:

1. the email address used for the account;
2. the order, invoice, or payment-provider reference;
3. the charge date and amount;
4. whether credits or subscription benefits were used; and
5. the reason for the request and any relevant screenshots.

Submit the request as soon as reasonably possible. Delayed requests can be harder to verify and may fall outside payment-provider or statutory deadlines.

7. Review and payment timing

We will acknowledge a complete request and review service logs, credit activity, order records, and provider status. We may need additional information to verify identity, ownership, or the charge. Approval and timing depend on the facts, applicable law, and the payment provider.

Approved refunds are normally sent back to the original payment method. After we issue a refund, the bank or payment provider controls when it appears. Processing can take several business days and can take longer for international payments.

8. Chargebacks and abuse

Please contact us before filing a payment dispute so we can investigate. A chargeback may cause the payment provider to restrict the transaction and may require us to freeze related credits, subscription benefits, or account access while the dispute is reviewed.

We may deny requests involving fraud, repeated refund abuse, manipulated task status, transferred or consumed benefits, or violations of the Terms of Service, except where applicable law requires a remedy.

9. Changes and contact

We may update this policy as plans, payment providers, credit rules, or legal requirements change. The date above identifies the current version. Questions can be sent through Contact or to support@openremix.app.