Refund Policy

Prism is a prepaid, pay-as-you-go service. This policy explains when generations are refunded to your balance, how we handle upstream outages, and what happens to unused balance. It is part of our Terms of Service.

Failed generations are automatically refunded

You are only charged for successful generations. If a generation fails for a reason on our side or our providers' side — for example, an upstream error, a timeout, or a job that returns no usable output — the amount for that generation is automatically credited back to your prepaid balance. You do not need to contact us for standard failed-generation refunds, though you may if a credit does not appear.

• Refunds for failed generations are issued as balance credit, not to your card.
• A generation that completes successfully is not refundable simply because you are unsatisfied with the creative result, since we have already paid the upstream provider for that work.

Upstream outages and downtime

We resell capacity from kie.ai and the model providers behind it. When those providers experience downtime, degraded quality, or policy changes, it can affect your generations. Our commitment during an outage is:

• Any generation that fails or produces no usable output during an outage is refunded to your balance under the rule above.
• We do not guarantee a specific uptime level and are not able to compensate beyond refunding the affected generations, because our own costs to the upstream provider are incurred per successful generation.
• If a widespread incident causes incorrect charges, we will correct affected balances once the issue is identified.

Unused prepaid balance

• Your prepaid balance does not expire due to inactivity, except as permitted by applicable law.
• If you would like a refund of unused, unspent balance to your original payment method, contact support@your-domain.com. We may refund the unused portion, subject to identity verification, fraud checks, and any non-refundable payment-processing fees, and subject to applicable law.
• Balance is a credit toward the Service only. It is non-transferable and bears no interest.

Duplicate or erroneous charges

If you were charged in error or billed twice, contact us within 60 days and we will investigate and correct any verified error, including refunding a duplicate payment to your original payment method where appropriate.

Account termination

If we terminate your account for a violation of our Terms or Acceptable Use Policy, remaining balance may be forfeited to the extent permitted by law and to the extent it relates to the violation. If you close your account in good standing, you may request a refund of unused balance as described above.

Chargebacks

If you believe there is a billing problem, please contact us first at support@your-domain.com so we can resolve it quickly. Initiating a chargeback without contacting us may result in suspension of your account while the dispute is reviewed.

How to request a refund

Email support@your-domain.com from the address on your account with your account details and, if relevant, the generation or charge in question. We aim to respond within a few business days.