1. Credit-Based System
Contelio operates on a credit-based system. Credits are purchased in advance and are consumed when you generate images. Each image generation deducts credits from your account balance based on the number of images requested.
2. Automatic Credit Refunds
If image generation fails due to a technical error on our end, the credits consumed for that generation are automatically refunded to your account. This includes:
- Server errors or timeouts during generation
- Images blocked by AI safety filters (partial refund for blocked images only)
- Any other system failure that prevents delivery of your requested images
Automatic refunds are applied instantly to your credit balance — no action required on your part.
3. Purchased Credits
All credit purchases are generally considered final. Since credits are a digital product that can be consumed immediately upon purchase, standard refund policies for digital goods apply. Credits do not expire and can be used at any time.
4. Eligibility for Payment Refund
We may issue a payment refund (to your original payment method) in the following cases:
- Unauthorized charges: If your account was charged without your authorization.
- Duplicate charges: If you were charged more than once for the same purchase.
- Service unavailability: If the Service is completely unavailable for an extended period and you are unable to use your purchased credits.
5. How to Request a Refund
To request a refund, please contact our support team at support@contelio.app with:
- Your account email address
- The date and amount of the purchase
- The reason for your refund request
We aim to respond to all refund requests within 2 business days. Approved refunds are processed within 5–10 business days.
6. Contact
For any questions about this Refund Policy, contact us at support@contelio.app.