Refund Policy

1. Overview

This Refund Policy explains how refunds and credit returns work for purchases of Credits on vixl.art ("FORMAT"). It forms part of our Terms of Service. Words used here have the meaning given in the Terms.

FORMAT distinguishes between two different things:

• Cash Refund / Payment Refund — money returned to your original payment method through the payment channel;
• Credit Return / Credit Reversal — FORMAT Credits returned to your account balance for use within FORMAT.

2. Credit Purchases

FORMAT sells Credits: non-cash usage units used to access FORMAT services (for example, generating images or videos). Credits are not cash, a deposit, or a stored-value instrument. Credit quantities, prices, and currencies are displayed to you at the point of purchase. The purchase terms presented at checkout, together with our Terms, govern each transaction.

3. Purchases Are Generally Final

Except where applicable law requires otherwise, Credit purchases are final and non-refundable. FORMAT does not offer a no-questions-asked refund right, a fixed-period refund window, or an automatic refund of unused Credits.

This section does not affect any non-waivable statutory rights you may have (see Section 11).

4. Credits Have No Cash Value

Credits cannot be withdrawn, redeemed for money, or transferred between accounts. Because Credits have no cash value outside the Services, a balance of Credits — used or unused — does not represent money we owe back to you, except where applicable law provides otherwise.

5. Failed Generation — Credit Returns

If a paid generation fails due to a system or provider failure, the Credits charged for that generation are automatically returned to your account balance, based on our system records.

This is a Credit Return, not a Cash Refund: the returned Credits stay in your FORMAT account for future use.

6. Failed 2K Upgrade — Credit Returns

If a paid 2K upgrade fails due to a system or provider failure, the Credits charged for that upgrade are automatically returned to your account balance.

This is likewise a Credit Return, not a Cash Refund.

7. Duplicate or Incorrect Charges

If you believe you were charged in error, or charged more than once for the same purchase, contact us at support@vixl.art with your account email and payment details. We will review the transaction against our records and the payment provider's records.

Where an error is confirmed, any correction or Cash Refund will be processed through the payment provider, and remains subject to the order status, the payment provider's processing rules, and applicable law. We do not promise automatic refunds or a fixed outcome in advance.

8. Used or Partially Used Credits

If you have used some or all of your Credits, the remaining balance is not redeemable for a proportional Cash Refund. Where a Cash Refund is legally required or granted in a specific case, the credits corresponding to money actually returned will be reversed from your balance, as described in our Terms.

9. AI Outputs and Subjective Satisfaction

FORMAT is an AI-assisted service. Outputs may be inaccurate, unexpected, or different from your personal expectations. Subjective dissatisfaction — including style preference, aesthetic outcome, or an output not matching your personal vision — is not, by itself, a basis for a Cash Refund or a Credit Return.

A generation is generally considered delivered when our systems record the paid generation as successfully completed and the resulting output is made available to your account.

10. Fraud, Abuse, and Chargebacks

We may investigate suspected payment fraud, abuse of Credits or promotions, chargebacks, and other payment disputes. Where reasonably necessary and permitted by applicable law, we may temporarily restrict generation or account access while an investigation is ongoing. We may also take other measures permitted by our Terms and applicable law.

Nothing in this section limits any rights either party may have under applicable law.

11. Legally Required Refunds

Nothing in this Policy limits or excludes any non-waivable rights you may have under applicable law, including any statutory refund or withdrawal rights that apply to you. Where such rights apply, they prevail over the general "final sale" baseline in Section 3.

12. How to Request Help

There is no self-service refund feature. For any refund or billing question, contact support@vixl.art with your account email, the date and amount of the charge, and a description of the issue.

13. Processing and Payment Providers

Payments and refunds may be processed by third-party payment service providers. The timing and method of any Cash Refund depend on the payment channel used, and we will communicate status as we are able to observe it.

14. Changes to This Policy

We may update this Refund Policy from time to time. The "Last Updated" date shows when the current version took effect. Changes will apply as permitted by applicable law. Material changes will not reduce rights that cannot lawfully be changed retroactively.

15. Contact

Questions about this Policy: support@vixl.art