Refund Policy

1. The short version

2. Refund conditions

You may request a refund if the services received were not rendered in full or were not provided in accordance with the order conditions.

"Not in full" includes, in particular, the following cases:

• the balance was debited but the generation result was not delivered to the User;
• the model returned an empty or corrupted file that does not match the declared output format;
• the generated material clearly does not match the parameters explicitly specified by the User and confirmed by the Service interface;
• the service could not be rendered due to a technical failure on the side of the Service or the model provider.

In addition, the unspent portion of real top-ups — the amount the User actually paid via the payment provider that has not yet been debited by any completed generation and is not reserved by an active operation — is always refundable. Bonus credits are not included in this amount — see section 3.

3. Bonus and referral credits

The platform may credit bonus units to the User's internal balance, including in particular:

• a starter bonus granted at account registration;
• top-up bonuses (a percentage of the top-up amount);
• referral credits for invited users;
• promo-code, campaign or compensation credits.

All such credits appear on the balance as ordinary units and can be used to pay for generations alongside real top-ups. However, for refund purposes there is a key distinction — bonus credits are not a service the User has paid for; they are a marketing incentive from the platform.

Accounting rules for refunds:

• When charging for a generation, the Service first spends bonus credits and only then debits real top-ups. This means any unused bonus is "burned" through generations first; remaining bonus is also burned when a refund is requested.
• The refundable amount is calculated as: the sum of real top-ups, less the cost of completed generations attributed to those real top-ups.
• The refund amount cannot exceed the unspent portion of real top-ups and in no case includes the bonus portion.
• If all real top-ups have already been spent on rendered services, the refundable amount is $0, even if bonus units formally remain on the balance.

Worked example:

• Top-up — $10.
• Bonus credited at 20% — $2.
• Total on balance — $12.
• The User spends $7 on generations: $2 comes off the bonus portion first (burnt), $5 comes off the real top-ups.
• $5 of real funds remain on the balance. Refundable — $5.

When a refund request is filed, the Service in any case voids all unused bonus credits on the account. If the User has breached the terms under which a bonus was issued (multi-accounting, fraud, chargeback in the payment system), the Service may also reverse previously spent bonuses and recompute the balance.

4. When the service is considered rendered

The service is considered rendered the moment the model returns the result of a request (text, image, video, audio or other artifact) to the Service and the cost is debited from the balance. It is irrelevant whether:

• the User saved the result locally;
• the User subjectively likes the quality;
• the User actually used the result.

Amounts debited for such generations are not refundable, as the service has been duly and fully rendered.

5. Refund procedure

To request a refund, contact our support team via the contact details provided. We will review your request and issue the refund to the same payment details used for the top-up.

1. Message Telegram support @netroom_ai with:
   • your account email or telegram_id;
   • the date and amount of the disputed top-up or debit;
   • the reason (unspent balance, incomplete service, technical failure, etc.);
   • the requested refund amount.
2. Support will review your balance, transaction history, and where needed the generation logs; the refundable amount is computed per section 3 (bonuses excluded).
3. On approval, the refund is issued to the same payment details used for the top-up (bank card, Stripe or Telegram Stars). Refunds to third-party accounts are not issued.

6. Time limits

The following time limits apply to each stage of the refund:

• Filing window — no later than 14 calendar days from the date of the top-up (for unspent-balance refunds) or from the date you discovered the service defect (for "service not rendered in full" refunds).
• Review period — up to 3 business days from receipt of the complete request. If additional information is required from the User or the model provider, the period may be extended to a maximum of 10 business days; the Service will notify the User of any extension.
• Refund execution — no later than 10 calendar days from the date the refund is approved. The Service initiates the refund in the payment system within 1 business day after approval; the actual credit time depends on the issuing bank and typically takes 1–10 business days.

7. Special cases

7.1 Technical failure

If the balance was debited but the generation result was not delivered due to a fault on the side of the Service or the model provider, the amount is automatically returned to the User's internal balance within 24 hours. No request is needed. If the automatic refund did not occur, message support and we will handle it via the standard procedure.

7.2 Payment error

For double debits, payment-provider errors or other invalid operations the refund is issued in full once confirmed by the payment provider.

7.3 Subscriptions

If the Service later introduces subscriptions, the corresponding refund terms will be added as a separate section or annex.

8. When a refund may be declined

• More than 14 calendar days have passed since the top-up or service delivery.
• The requested amount exceeds the unspent portion of real top-ups (bonuses are not counted).
• Only bonus credits remain on the balance — real top-ups have already been fully spent on rendered services.
• The account is suspended for breach of the Terms of Service.
• There are signs of abuse (fraud, chargeback abuse, access reselling, multi-accounting for bonus farming).

9. Contact

All refund requests are handled through Telegram support @netroom_ai. Support is available daily. Corporate customers may request formal documentation — please ask support for invoicing details.