Refund & Cancellation Policy

1.Overview

This policy explains when credits and subscriptions purchased on Altai AI can be refunded or cancelled. Payments on this website are processed by our merchant of record, currently Paddle (paddle.com) — the seller of record for these purchases. Your card or PayPal statement will show PADDLE.NET* for these charges. Paddle handles invoicing, tax, and the actual refund transfers; we set the policy and decide eligibility together with them.

This policy forms part of our Terms of Service and applies in addition to any rights you have under mandatory consumer-protection law in your country of residence.

2.Credit Packs (One-Time Purchases)

Credits are prepaid digital content consumed as you generate images and videos. Because they are consumed on use, credit packs are generally non-refundable once any credit from the pack has been spent.

You may request a full refund of a credit pack within 14 days of purchase if none of its credits have been consumed. Once consumption begins (your first generation using credits from the pack), the purchase is final.

If a generation fails for technical reasons, the credits for that generation are automatically returned to your balance — this is not a refund of money, but you never lose credits to a failed generation.

3.Subscriptions

Subscriptions (Weekly and Monthly Premium) renew automatically until cancelled. You can cancel at any time from your account or by contacting us; cancellation stops all future renewals immediately.

Cancelling does not delete the period you already paid for: you keep your subscription credits and Premium features until the end of the current billing period. We do not issue pro-rated refunds for the remaining days of a period — instead, you keep full access to what you paid for.

If you were charged for a renewal because you could not reasonably cancel (for example a technical fault on our side), contact us and we will refund that renewal.

4.How to Request a Refund

Email info@altaiapp.com with the email address on your account and your order or transaction ID (it starts with txn_ and appears on your Paddle receipt). Requests are reviewed within 2 business days; approved refunds are returned by Paddle to the original payment method, typically within 5–10 business days depending on your bank.

5.Duplicate and Unauthorized Charges

If you were billed twice for the same purchase, or see a charge you did not authorize, contact us with the details and we will refund the erroneous charge. If you believe your card was used without your permission, also notify your bank; we cooperate fully with Paddle and payment networks in fraud investigations.

6.Refusal and Forfeiture

We may refuse a refund where credits were consumed in violation of our Terms of Service (including the Acceptable Use Policy), where the request follows abuse of the refund process, or where the same purchase has already been refunded or charged back. Accounts that systematically purchase, consume, and dispute charges may be suspended.

7.Chargebacks

Please contact us before filing a chargeback with your bank — most issues can be resolved faster directly, and chargebacks are slow for you and costly for us. Filing a chargeback does not cancel a subscription; cancel it as described above to stop renewals.

8.Your Statutory Rights

Nothing in this policy limits rights you have under the mandatory consumer laws of your country of residence, including withdrawal rights for digital content where applicable. Where such law grants you a stronger remedy than described here, that remedy prevails.