Refund Policy

Unused credits can be refunded within 14 days of payment being received. The refund is issued to the original bank account and covers the unused portion of the balance only.

If part of the balance has been spent, the consumed credits are deducted at the published rate and the remainder is refunded, provided the request falls within the 14-day window and the remaining balance is at least 50 credits.

If a job fails technically, or the output does not preserve the geometry, lighting or shadows of the source scene, report it within 7 days. Confirmed cases are re-credited in full and re-run at no additional cost. Re-credits are not counted as refunds.

Consumed credits, completed specialist sessions, completed custom sample calibrations and elapsed months of API or priority queue access are not refundable. Credits obtained through promotional discounts are refunded at the discounted value paid.

Credits are valid for 24 months from the date of purchase. Expired credits are not refundable, but we send a reminder 60 days before expiry.

Send the request from the contact page using the email address on the account, quoting the order reference from your confirmation email. Approved refunds are processed within 10 business days of approval.

Please contact us before initiating a chargeback. Accounts subject to an open chargeback are suspended until the matter is resolved.