1. Requesting a refund
For a refund request, email support@deencreate.com with your account email, order or receipt reference, purchase date, and a short explanation. Do not include your password or full card details. Please contact us within 14 days of the initial purchase, renewal, or credit-pack purchase for a discretionary review. This request window does not limit longer periods or remedies required by applicable law.
Requests are reviewed individually, considering billing errors, service failures, the circumstances of the purchase, and credits or services already used. A request within 14 days does not automatically guarantee a refund. We may recommend a full or partial refund or explain why a discretionary request is declined. Your statutory rights always take priority.
2. Who handles the payment
Check your receipt to identify the payment provider or merchant of record. If Paddle processed your purchase, you can request order support or a refund directly through paddle.net. Paddle determines and processes refunds for its transactions under its buyer terms, refund policy, and applicable law. We can assist with product information and support but cannot override its decisions or statutory obligations.
For purchases handled by another provider, contact us or use the support details on that receipt. An approved refund is normally returned through the original payment method; posting time depends on the provider and your bank. We do not guarantee a particular bank processing time.
3. Generation credits and failed jobs
Credits are used for digital processing and are not a cash balance. Usage may affect a discretionary refund assessment, but it does not remove rights relating to faulty, undelivered, or misdescribed services. If a purchase is refunded, its associated credit allowance and subscription entitlement may be reduced or removed. Where refunded credits have already been spent, the corresponding adjustment can be applied against future credit grants; we do not make an undisclosed additional card charge for that adjustment.
If a job fails or you believe credits were incorrectly deducted, send the project ID and a description of the issue. We will investigate the job and credit records and, where appropriate, restore incorrectly charged credits or arrange another remedy. Do not repeatedly pay to retry a failing job without contacting support.
4. Canceling a subscription
You can cancel future renewal through the billing portal linked from your account. If it is unavailable, contact support before your renewal date so we can help. Canceling renewal does not automatically refund an existing charge, and deleting project files is not subscription cancellation.
Unless the purchase is refunded or access must be restricted for a valid reason, paid subscription access continues until the end of the paid period. Annual plans provide their credits upfront; cancellation does not automatically create a prorated refund. Any refund remains subject to this policy, applicable merchant terms, and mandatory consumer rights.
5. Consumer rights and payment disputes
Nothing in this policy excludes rights to remedies for faulty, undelivered, or misdescribed services, or other mandatory consumer protections. Where a statutory withdrawal period applies to digital products, an exception for immediate supply applies only when the legally required consent and acknowledgments have been obtained. Merely visiting this website does not waive those rights.
Please contact us or the merchant of record if you do not recognize a charge. You retain your lawful right to dispute a payment with your bank or payment provider. For any questions, contact AJ Labs Ltd at support@deencreate.com.