Refund & Cancellation Policy

01. Automatic Credit Restoration

To guarantee a fair user experience, our backend systems continuously monitor your 3D generation queue:

• Failed Generations: If our AI engine encounters an unrecoverable model processing error or fails geometry validation checks, the credits allocated to that task are instantly returned to your balance.
• Cancellations: If you cancel a queued generation before it has begun GPU processing on our servers, the pending credit hold is cleared.
• Credits vs. Payments: This auto-restoration applies to the internal platform credits used to generate meshes, not the currency used for payments.

02. Subscription Cancellations

You may cancel your monthly or annual subscription plans at any time:

• How to Cancel: Navigation links inside your dashboard billing page route you to our secure payment portal partner (Polar.sh), where you can update or stop renewal schedules.
• End of Billing Period: Following cancellation, your account retains active access to plan limits and unexpired credits until the current billing cycle expires. No partial refunds are issued for cancellations mid-cycle.

03. Statutory Right of Withdrawal (EU & UK)

For residents of the European Union (EU) and United Kingdom (UK), consumer law provides a statutory right to withdraw from purchase contracts under specific conditions:

• 14-Day Window: You may request a full refund of your initial subscription or credit package within 14 days of purchase, provided you have not used any credits to generate 3D models.
• Immediate Provision of Service: Once you initiate a 3D model generation, you explicitly request immediate performance of our service and acknowledge that you lose your statutory right to withdraw.

04. Standard Refunds

Outside of statutory EU/UK withdrawal rights, all purchases of credit packages and subscription charges are final and non-refundable.

This no-refund policy is strictly enforced because GPU infrastructure costs are incurred immediately to run AI models on our server clusters when generating your high-fidelity meshes. We advise starting with our free test credits to evaluate model quality before committing to premium plan tiers.

05. Chargebacks and Payment Disputes

We strive to maintain an open line of communication. If you believe you were incorrectly billed or experienced system outages:

• Please contact our support team at support@voxelvia3d.app to resolve billing conflicts before filing disputes with your credit card company or bank.
• Filing a chargeback for accounts with valid usage records leads to permanent account suspension and termination of API access keys.