Refund and Cancellation Policy

1. Overview

Xtensoft AI Studio operates on a prepaid credit system. You purchase credit packs, and credits are consumed when you generate content (images, videos, captions). This policy explains when refunds are available and how account cancellation works.

2. Credit Refund Eligibility

Refunds may be issued under the following conditions:

• Unused credits within 7 days: if you have not used any credits from a purchased pack and the purchase was made within the last 7 calendar days, you may request a full refund of that pack.
• Partially used credits: credits that have already been consumed for generation (images, videos, captions, or any AI processing) are non-refundable, as the underlying AI provider costs are incurred at the time of generation.
• Technical failure: if a generation fails due to a confirmed platform error (not a third-party provider issue) and your credits were deducted, the credits will be automatically restored to your wallet. If automatic restoration does not occur, contact support for manual correction.
• Duplicate payment: if you are charged twice for the same purchase due to a payment processing error, the duplicate amount will be refunded in full.

3. Non-Refundable Scenarios

Refunds are not available in the following cases:

• Credits that have been used for any generation, even if the generated output was not to your satisfaction.
• Credit packs purchased more than 7 days ago, regardless of usage.
• Account suspension or termination due to violation of our Terms of Service.
• Dissatisfaction with AI-generated output quality — we recommend using the free preview and review features before committing credits to final generation.
• Price changes after your purchase — credit packs are priced at the rate displayed at the time of purchase.

4. How to Request a Refund

To request a refund:

• Email billing@xtensoft.ai with your account email, the transaction date, and the amount.
• Include your reason for the refund request.
• Our team will review your request and respond within 5 business days.
• Approved refunds are processed to your original payment method via Razorpay. The refund may take 5–10 business days to appear in your account, depending on your bank.

5. Account Cancellation

You may close your account (delete your workspace) at any time:

• The account owner can initiate deletion from Settings → Privacy in the app.
• You must confirm with your password and a verification email.
• A 30-day grace period applies after confirmation. During this period, you can cancel the deletion and restore your account.
• After the grace period, all data is permanently and irreversibly deleted, including generated content, brand settings, team members, and billing history (except invoices retained for legal/tax compliance).
• Remaining unused credits at the time of account deletion are forfeited and cannot be refunded, unless the deletion is initiated within 7 days of the last credit purchase (in which case the 7-day refund rule applies).

6. Team Member Removal

Removing a team member from your workspace does not trigger a refund. Credits belong to the workspace, not to individual team members.

7. Plan Changes

Since credits do not expire and there are no recurring subscriptions, there is no proration to manage. If you wish to purchase a different credit pack, simply buy the new pack — your existing credits remain in your wallet and are added to any new purchase.

8. Disputes

If you disagree with a refund decision, you may escalate the matter by emailing legal@xtensoft.ai. We will review the dispute and provide a final response within 15 business days.

For payment disputes processed through your bank or card issuer (chargebacks), please note that we may provide transaction records and usage evidence to the payment processor.

9. Changes to This Policy

We may update this refund policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated via email to account owners.