Refund Policy

Credits are refunded automatically when we fail

You are never charged for our failures. The following return your credits without you asking, doing anything, or knowing it happened:

• The provider errored, timed out, or returned nothing usable.
• The result failed our quality checks — wrong dimensions, soft edges, a broken animation loop, colours outside your locked palette.
• We retried and still could not produce something that passed.
• A generation was interrupted by an outage or a crash on our side.
• You hit a rate limit or a spending cap, so the work never started.

Retries are on us. If we attempt a generation three times before giving up, you are charged for none of them — a failure costs you nothing regardless of what it cost us.

Every one of these appears in your credit ledger with a reason, so you can see it happened rather than take our word for it.

What is not automatic

A generation that worked but that you do not like is not a failure. The model produced a valid sprite matching your prompt and our checks; taste is not a defect, and we cannot tell the difference from the outside.

This is why concepts are cheap and packs are not. Generate four concepts, pick the one you like, and only then commit to the animations — the workflow exists precisely so you are not buying blind.

That said: if the output is genuinely broken in a way our checks missed, that is our bug, not your bad luck. Write to us and we will refund it and fix the check.

Money back

Credit purchases are handled by Polar Software, Inc., which is the merchant of record and the seller on your receipt.

Within 14 days, unused

If you bought credits within the last 14 days and have not spent any of them, we will refund the purchase in full, no questions. Write to support@pixelite.art with the email you bought under.

Partly used

If you have spent some of the balance, we will refund the unused portion pro rata at our discretion, within 14 days of purchase. We have paid the provider for what you used, so that part cannot come back.

After 14 days

Discretionary. Credits do not expire, so an unused balance keeps its value indefinitely — there is rarely a reason to need this. Ask anyway if something has gone wrong; we would rather hear about it.

If we break something

If a bug on our side charged you incorrectly, we refund it in full whenever we find out, however long ago it was. That is not discretionary.

Statutory rights

If you are a consumer in the UK or EU you have a 14-day right to cancel a distance contract. By buying credits and using them immediately you ask us to begin supplying the service at once, which reduces that right in proportion to what you have used — but it does not remove it, and nothing on this page takes away a right the law gives you.

Closing your account

Unused credits are not refunded when you voluntarily close an account. Buy what you expect to use; credits do not expire, so there is no advantage to buying ahead.

If we close your account for something other than a breach of the Terms, we refund the unused balance.

Chargebacks

Please write to us before disputing a charge with your bank. A chargeback costs us a fee on top of the refund and takes months, and we will almost certainly have just given you the money back. Accounts with an unresolved chargeback are suspended until it is settled.

How to ask

Email support@pixelite.art with the address on the account and roughly when you bought. You do not need an order number, and you do not need to explain yourself. We reply within two business days.