Product credits and payment refunds are different
A verified generation failure can restore product credits without reversing the original payment. A payment refund returns money to the original payment method and removes the corresponding credits.
1. Automatic product-credit restoration
When our system verifies that a provider job failed before a usable result was delivered, reserved product credits may be released or restored automatically. Provider delay, output quality preference, lack of views, or platform rejection does not by itself qualify as a technical failure.
2. Payment-refund eligibility
Contact us promptly if credits were not delivered after a completed payment, you were charged more than once for the same checkout, or you believe a charge was unauthorized. We will also honor refund and cancellation rights required by applicable law.
Credits already used for completed or attempted processing are generally not refundable, except where required by law or where we confirm a service error that was not otherwise corrected. We do not refund based solely on subjective output preference, expected virality, revenue, or a third-party platform decision.
3. How to request a refund
Email contact@archie-design.app from the account email. Include the Stripe receipt or payment reference, workspace name, purchase date, and reason. Requests made within 14 days are easier to investigate, but this does not limit a longer mandatory legal right.
4. Approved refunds
Approved refunds are sent to the original payment method. Bank and card-network timing is outside our control. We will reverse the product credits associated with the refunded amount. Partial refunds result in a proportional credit reversal.
5. Disputes and account holds
If Stripe reports a payment dispute or chargeback, purchases and new generation jobs may be paused while the case is open. If a dispute is won in your favor, the hold can be released. If a refund or lost dispute exceeds the unused credit balance, the workspace can remain on hold until the balance and payment record are resolved.
Contacting us before filing a chargeback usually gives us more context to resolve delivery or billing errors, but it does not waive any right you have with your card issuer.