Refund Policy
We aim for total billing transparency. Please read our guidelines below regarding subscription refunds and credit packs.
Eligible for Refund
- Your first-time subscription purchase (Starter, Pro, Creator, Enterprise) made within the last 7 calendar days.
- Plan changes (upgrades or billing interval switches) requested within 7 days, provided the new plan balance is untouched.
- Failed generation credits: any execution that fails due to server outages or system errors is fully and automatically refunded in credits.
Not Eligible for Refund
- Any subscription plan where one or more credits have already been consumed.
- All automatic subscription renewals (cancellations must be filed before the renewal date to avoid charges).
- One-time top-up credit packs: once purchased, one-time packs are immediately active and completely non-refundable.
- Intentional abuse cases, including accounts flagged for violating our Terms of Service.
1. The 7-Day Unused Window
We believe in letting creators explore our platform. If you sign up for a plan and realize it doesn't fit your needs, you can cancel and request a refund within **7 calendar days** of the transaction.
CRITICAL REQUIREMENT: The 7-day refund guarantee is strictly bound to account balance usage. The moment you press generate and consume a single credit, the subscription plan is marked as active, and the transaction is no longer eligible for a cash refund.
2. Refund Processing Fee
Approved cash refunds will have a **6% payment gateway transaction fee** deducted from the total refund amount. This fee covers standard, non-refundable charges processed by our gateway providers (such as Paddle/Whop) to process the capture and reversal.
3. Automatic Credit Refunds
We strive for absolute server reliability, but GPU rendering pipelines can occasionally time out or hit network blockades.
If a generation crashes or yields an error, your credit balance is **automatically refunded** in real time by our database monitor. You do not need to file manual support tickets for crashed runs; simply check your balance and retry the request.
4. How to Submit a Refund Request
If your order meets the eligibility criteria in Section 1, please follow these steps to log a ticket:
Option A: Support Desk
Navigate to our Support Center and submit a ticket. Specify Category as "Billing & Credits" and supply your transaction reference number.
Option B: Direct Email
Email our financial desk direct at support@cinxai.com. Supply the registered account email and order receipt copy.
Refund tickets are analyzed, validated, and processed within **1-2 business days**. Once approved, it takes 3-10 business days for the funds to settle in your original payment card, depending on your banking provider.