This policy explains when Pictela refunds credit purchases and how credits are handled when a generation does not complete. It forms part of our Terms of Service.
1. Unused credits: refundable within 7 days
If you buy a credit pack and have not used any credits since that purchase, you can request a refund within 7 days of purchase. We refund to the original payment method and remove that pack's credits from your balance. Using the free daily allowance does not count as using credits.
Once you have used credits after a purchase, that pack is no longer refundable.
2. Used credits are not refundable
Credits are spent when a paid request passes the input safety check and is sent for generation. Because the generation has already run and its cost cannot be recovered, spent credits are not refunded, except as described below or where the law requires.
3. Failed and blocked generations
If your prompt or uploaded image does not pass the safety check, the request is rejected before any credits are charged.
If the generation provider confirms a failure, the credits for that request return to your balance automatically. If a result cannot be delivered because of a delivery or safety-processing failure on our side, we return the credits for the affected images.
Generated images blocked by content moderation are not delivered and remain charged, because the generation has already run. A timeout or unknown status is not a failure; check the existing task before submitting again.
If you believe credits were deducted without a result, write to support with the approximate time and we will check the task and transaction records.
4. Duplicate or unrecognised charges
If you were charged twice for the same pack, or do not recognise a charge, contact us with the order reference so we can review the transaction. Resolution time depends on the issue and the payment provider.
5. Consumer rights
If you live in the EEA or the UK, you generally have a 14-day right to withdraw from a digital purchase. By completing a purchase, you ask us to add the credits to your account immediately and acknowledge that the right of withdrawal ends once you start using them. Nothing here limits rights you have under mandatory local law.
6. How to request a refund
Email support@fluxkontext.biz from the email address on your account with the date, amount and order reference of the purchase, and tell us whether any credits were used. Refund requests are reviewed manually, and we may ask for more information to verify the purchase. We will email you the outcome. For an approved refund, processing and the time it takes to appear on your statement depend on the payment provider and your bank or card issuer.
7. Chargebacks
Please contact us first. If a chargeback is filed while your account holds credits from the disputed purchase, we may suspend those credits or the account until it is resolved.
8. Contact
For refund and billing questions, contact Pictela at: