1. Nature of the Service
Credits unlock immediate, on-demand generation of digital content. By purchasing credits and starting any generation, you expressly request immediate performance of the digital service and acknowledge that, under Article 16(m) of EU Directive 2011/83/EU, you lose your fourteen-day right of withdrawal for credits that have been consumed.
2. Refund Eligibility
You may request a refund in the following circumstances:
- Unused credits — credits purchased within the last fourteen (14) days that have not been used to generate any brand may be refunded in full.
- Failed generation — if a generation fails due to a system error attributable to NexelioFlow, the credit is automatically restored to your balance.
- Duplicate charge — accidental duplicate purchases are refunded in full upon verification.
- Unauthorized transaction — refunded after fraud investigation, subject to compliance with our Acceptable Use Policy.
3. How to Request
Email billing@nexelioflow.com from the address associated with your account with the order number and reason. We confirm receipt within one business day and resolve eligible requests within seven (7) business days. Refunds are issued to the original payment method; depending on your bank, the funds may take up to ten (10) additional business days to appear.
4. Cancellation
Because NexelioFlow does not operate on subscriptions, there is nothing to cancel. You may close your account at any time from Settings → Account → Delete. Closure is permanent and removes generated assets after the retention window described in the Data Retention Policy.
5. Chargebacks
We encourage you to contact us before initiating a chargeback. Unjustified chargebacks may result in immediate suspension of your account and recovery of the disputed amount plus reasonable processing fees.