The 14-day window
Every token pack you buy comes with a 14-day refund window, starting at the moment of purchase. Within those 14 days, you can request a full refund on any unused tokens — no questions, no support ticket, no escalation.
If you bought 2 000 tokens and used 150, you can get a refund for the remaining 1 850 within 14 days. The 150 you spent on real renders are not refunded — you got what you paid for.
What's refundable
- Unused tokens within the 14-day window — refunded at the rate you paid.
- Failed renders. If a render fails on our infrastructure (server error, model failure, malformed output that's clearly broken), the tokens are returned to your wallet automatically within minutes — no request needed.
- Duplicate charges. If you were charged twice for the same pack due to a payment-processor glitch, the duplicate is refunded in full within 1 business day.
- Material changes to terms. If we materially change pricing or commercial terms, the 14-day window restarts for affected packs.
What's not
- Tokens you've already spent on successful renders. Even if you don't like the output subjectively, the model ran and resources were consumed.
- Packs purchased more than 14 days ago. Tokens still don't expire — they remain spendable forever — but the refund window closes after 14 days.
- Accounts terminated for Terms violations (abuse, prohibited content, fraud). Tokens are forfeited.
- Renders you requested and received exactly as specified by your prompt, even if the platform's output didn't meet your subjective expectation.
- Promotional or bonus tokens granted free of charge are non-refundable for cash value.
How to request a refund
The fast way (recommended)
Open the app, go to Settings → Billing → Refund pack. Pick the pack you bought, confirm the unused-token balance, and click Request refund. The refund is initiated immediately to the card used at purchase.
The slower way
Email billing@smartpactai.com from the address registered to your account with the subject "Refund — <invoice number>". We'll process it within 1 business day.
Processing time
Once we initiate the refund:
- Visa — typically 5–7 business days to appear on your statement.
- Mastercard — typically 5–10 business days.
- International cards may add 2–3 extra business days due to interbank settlement.
If the refund hasn't appeared after 10 business days, contact your card issuer first (they hold the money), then us if it's still missing.
Card-specific notes
We accept Visa and Mastercard credit cards only. Refunds always return to the original card used for the purchase. We cannot refund to a different card, to a bank account, to a wallet, or in cash.
If your card was closed or expired between purchase and refund, your bank handles the routing — typically to the replacement card or to the account the original card was linked to. We do not control this; talk to your bank.
Chargebacks & disputes
We strongly prefer that you contact us before initiating a chargeback. A chargeback costs us a fee and triggers automatic account suspension while it's investigated, even if you initiated it by mistake.
If you believe a charge is unauthorised:
- Email billing@smartpactai.com with details (date, amount, last 4 of card).
- We respond within 4 business hours during weekdays.
- If we can't resolve it together, you retain your right to dispute via your card issuer.
Fraudulent chargebacks (chargebacks issued after legitimately consuming the service) are reported to card networks and result in permanent account termination.
Contact
Billing & refund questions: billing@smartpactai.com
Response time: under 4 business hours (Mon–Fri).
Need to request a refund?
Fastest path is in-app: Settings → Billing → Refund pack.