Refund Policy

Scope of This Policy

This Refund Policy explains how OpenOasis Limited, the company that operates aiimage.com, handles refund requests for paid subscriptions and one time credit packs. It applies to every purchase made through your account on aiimage.com, and it should be read together with our Terms of Service. If a mandatory consumer protection law where you live gives you stronger rights than this policy does, that law applies first.

aiimage.com is a web based text to image and image to image tool, and every generation costs credits. Credits are the main thing we look at when deciding what can be returned. For that reason the sections below treat recurring subscriptions and one time credit packs separately, since the two are billed and consumed in different ways.

Subscriptions

Monthly and annual subscriptions renew automatically until you cancel them. You can request a refund of a subscription charge within fourteen days of the date that charge was taken, provided the credits granted by that charge are still largely unused. If a significant part of those credits has already been spent, we may return only part of the payment, or we may not be able to accept the request at all.

You can cancel a subscription at any time from the subscription management area of your account centre. Cancelling stops the next renewal, and you keep access and any remaining credits until the end of the period you have already paid for. Cancelling on its own is not a refund request, so if you also want the most recent charge returned, please write to us as described below.

Credit Packs

One time credit packs are not subscriptions and do not renew. A credit pack can be refunded in full within fourteen days of purchase if none of the credits in that pack have been used. Once you have generated images with it, the pack counts as partly consumed and is no longer eligible for a standard refund.

Credits that you did not buy on their own, such as credits included with a subscription or issued by us as compensation, have no cash value and cannot be exchanged for money or refunded separately. If a subscription payment is refunded, the unused credits tied to that payment may be removed from your balance at the same time.

When We Do Refund

We refund a payment when something went wrong on the billing or service side. That includes duplicate charges for the same order, a charge taken after you had already cancelled a subscription, a charge you did not authorise, and payments where the amount taken does not match the price shown at checkout. In these cases the fourteen day window is a guideline rather than a hard cut off, and we will look at the record either way.

We also put things right when a fault on our side caused generations to fail while still consuming credits. Returning the credits to your balance is usually the fastest fix, but if you would rather have the money back and the failures affected a recent purchase, tell us and we will handle it as a refund instead.

When We Cannot Refund

We cannot refund credits that have already been used to produce images. Once a generation has run, that part of the service has been delivered, and that holds whether or not you end up keeping the result. Having an image removed from My Works does not return the credits that were spent to create it.

Being unhappy with how a generated image looks is a matter of taste rather than a fault, so it is not on its own a ground for a refund. The same goes for results that do not match what you had in mind when writing a prompt, for uploads rejected because they are not JPEG, PNG or WebP, exceed ten megabytes, or go beyond four images at once, and for prompts cut short at the twenty-thousand-character limit.

We also cannot refund an account that has been suspended or closed for a breach of our Terms of Service, or a purchase where the request reaches us long after the window described above and no billing problem or service fault is involved.

How to Request a Refund

Send your request to [email protected] from the email address registered to your account. If you sign in with Google, please write from the Google address you sign in with, since that is what we can match against our records. Requests arriving from an unrelated address are difficult to verify, and we may ask you to send them again from the registered one.

Tell us which payment you mean and what went wrong. The details that help most are the date and amount of the charge, any transaction or order reference you can see in the payment records area of your account centre, whether the payment was a subscription or a credit pack, and a short description of the problem. If generations failed, telling us roughly when it happened and how many attempts were affected helps us look into it quickly.

Processing Time and Where the Money Goes

We aim to reply to a refund request within five business days of receiving it. If we need more information before we can identify the payment, that timing effectively starts again once you answer, so a complete first message is the quickest route. We will tell you in writing whether the request is approved, partly approved, or declined, and the reason for the decision.

Approved refunds go back to the original payment method used for the purchase. We cannot send money to a different card, a different account, or another person. Once the refund has been issued, it usually appears within five to ten business days, although the exact timing is set by your bank or card issuer rather than by us.

If more than ten business days have passed since we confirmed a refund and nothing has arrived, contact [email protected] again with the confirmation email we sent you and we will follow it up with the payment provider. OpenOasis Limited is registered at 807A, 8/F, TWO HARBOURFRONT, 22 TAK FUNG ST, HUNG HOM, HONG KONG.