Refund & Cancellation Policy
In short: Alvin AI Lab, an international AI SaaS provider, sells credit packs as one-time purchases (no auto-renewing subscription), paid through our partners Lemon Squeezy and Payoneer. Unused paid credits can be refunded within 14 days of purchase. Credits already spent on delivered generations, and the free trial image, are not refundable. Failed generations are re-credited automatically.
1. Refund window for unused credits
You may request a refund within 14 calendar days of purchase for the unused part of a paid credit pack. The refund covers the unused credits only, is sent to the original payment method where the payment provider supports it, and otherwise is made as an equivalent credit reversal or another lawful remedy agreed with you.
2. Digital nature
Credits that have already been spent on successfully delivered AI generations are not refundable, because the compute cost is incurred immediately. This does not remove any mandatory consumer rights that apply to your purchase.
3. Free trial
The free promotional image (one per new account, while the limited campaign budget lasts) and any other promotional credits have no cash value and are never refundable or exchangeable. When the campaign ends, free generation stops for all users and credits must be purchased to continue.
4. Automatic credit refunds
If a generation fails (provider error, timeout or empty output) the credits are returned to your balance automatically — no request needed. Check your credit ledger on the dashboard. If you believe a delivered result is defective, contact us within 7 days with the generation ID.
5. Payment problems
Wrong amount charged, duplicate payment, or credits not added after a successful payment: email us within 7 days with your Lemon Squeezy order number or receipt. Credits from online payments are normally added automatically within minutes. Verified mistakes are corrected in credits or re-processed; where correction is impossible we refund to the source payment method. Local methods (bKash, Nagad, SSLCommerz, UddoktaPay) are coming soon and are not currently available; this policy will be updated when they are activated.
6. Payments handled by Lemon Squeezy and Payoneer
Card and PayPal purchases are processed by Lemon Squeezy, which acts as merchant of record: it issues the refund to your original payment method under this policy and its own terms, usually within 5–10 business days, and the refunded credits are removed from your balance. Your bank may take additional time to show the funds. Payoneer is our international payments partner for cross-border payments and payouts; any refund for a Payoneer-processed payment is returned through the same channel. Your statement may show the payment provider's name instead of Alvin AI Lab.
7. Cancellation
- No subscription to cancel. We currently sell prepaid credit packs only; nothing renews automatically. If we introduce recurring plans, you will be able to cancel at any time from your dashboard and cancellation will stop future charges (already-paid periods are handled under section 1).
- Pending orders. An unpaid or unapproved order can be abandoned or cancelled at any time; contact us if you paid by mistake.
- Close your account. Email support@alvinailab.com from your account email with the subject "Close account". Eligible unused paid credits are refunded under section 1; remaining credits are then removed.
8. Abuse exclusion
Fake accounts, trial farming, chargeback fraud or Terms/Content Policy violations void any refund claim. Please contact us before opening a chargeback so we can resolve the issue quickly.
9. How to request a refund
Email support@alvinailab.com with the subject "Refund — Order #" within the refund window, including your account email, Lemon Squeezy order number or receipt, and the unused credit balance. We acknowledge requests within 3 working days and normally complete approved refunds within 7 working days after verification.
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