Refund and Credit Policy

Automatic credit release

Quoted credits are reserved when a generation is submitted. They are released automatically when a technical provider failure, timeout, unusable empty output or queued cancellation is confirmed.

Successful generations

Credits are finalized after a usable output is stored. Subjective dissatisfaction with a successfully delivered output does not automatically qualify for a credit refund because generative output is probabilistic.

Processing cancellations

Once a provider has started and incurred cost, cancellation may not be available. The interface must disclose this before the user confirms cancellation. Subscription cancellation is available through the secure customer portal once paid billing is enabled and stops future renewals according to the date shown there.

Purchased credits and cash refunds

Unused purchased credits do not expire. Cash-refund eligibility is evaluated according to applicable law, the circumstances of the purchase and the merchant-of-record process. Nothing in this policy limits mandatory consumer rights that apply to you.

Requesting help

Email support@scenevela.com from the address associated with your account and include the payment or task reference. We respond to support requests within three business days.

Payment disputes

Duplicate payments and confirmed billing errors are corrected after verification. Chargebacks may temporarily restrict the associated account while the payment is investigated.