Refunds & Billing Policy

1. Policy Overview

This Refunds & Billing Policy explains our approach to refunds, billing practices, and token economics for the Animae platform. We strive to be fair and transparent in all financial transactions while maintaining the sustainability of our service.

Our token-based system ensures you only pay for what you use, and this policy outlines when refunds may be available and how billing disputes are handled.

2. Refund Eligibility

Refunds may be available in the following circumstances:

Technical Issues

• Platform outages lasting more than 24 hours
• AI character functionality failures preventing normal use
• Image generation system failures resulting in no content delivery
• Payment processing errors resulting in duplicate charges

Billing Errors

• Incorrect token amounts charged to your account
• Unauthorized charges not initiated by the account holder
• System errors resulting in token deduction without service delivery
• Price discrepancies from advertised rates

Account Issues

• Account wrongfully suspended or terminated (upon appeal approval)
• Privacy policy violations by our platform affecting your data
• Service changes that materially affect functionality within 30 days of purchase

Time Limits

• Refund requests must be submitted within 30 days of the problematic transaction
• Technical issue refunds must be requested within 7 days of the issue occurrence
• Billing error refunds can be requested up to 60 days after the charge

3. Non-Refundable Items

The following are generally not eligible for refunds:

Used Tokens

• Tokens spent on AI character messages that were successfully delivered
• Tokens used to reveal AI-generated images that were successfully displayed
• Tokens consumed during normal platform usage

Policy Violations

• Tokens purchased by accounts terminated for Terms of Service violations
• Refunds requested after account suspension for abuse or inappropriate content
• Purchases made in violation of age restrictions or eligibility requirements

Change of Mind

• Simple change of mind or buyer's remorse
• Dissatisfaction with AI character responses or personalities
• Unused tokens due to lack of engagement with the platform

Expired Tokens

• Tokens that have expired after 3 months of account inactivity
• Tokens from accounts inactive for more than 6 months

4. Refund Process

To request a refund, follow these steps:

Step 1: Gather Information

• Transaction ID or receipt number
• Date and amount of the charge
• Detailed description of the issue
• Screenshots or evidence of the problem (if applicable)

Step 2: Submit Request

• Email: ai.entertainment.solutions@gmail.com
• Subject line: "Refund Request - [Your Issue]"
• Include all gathered information in your email
• Provide your account email and username

Step 3: Review Process

• We will acknowledge your request within 2 business days
• Investigation typically takes 3-5 business days
• We may request additional information or documentation
• You will receive a decision via email

Step 4: Refund Processing

• Approved refunds are processed within 3-5 business days
• Refunds return to your original payment method
• Bank processing may take additional 3-7 business days
• You will receive confirmation when the refund is initiated

5. Billing Cycles

Understanding our billing structure:

Subscription Plans

• Monthly subscriptions bill on the same date each month
• Annual subscriptions bill yearly from the signup date
• Pro-rated billing for mid-cycle plan changes
• Grace period of 3 days for failed payment attempts

Token Purchases

• One-time purchases are charged immediately
• Tokens are added to your account upon successful payment
• No recurring charges for individual token purchases
• Bulk purchase discounts apply at checkout

6. Payment Methods

We accept the following payment methods:

Credit & Debit Cards

• Visa, Mastercard, American Express, Discover
• Processed through secure, PCI-compliant systems
• Cards must be valid and have sufficient funds/credit
• International cards accepted with currency conversion

Digital Wallets

• PayPal, Apple Pay, Google Pay
• Subject to third-party terms and conditions
• May have different refund processing times

Payment Security

• All payments processed through encrypted connections
• Payment information is never stored on our servers
• Third-party payment processors handle sensitive data

7. Billing Disputes

If you disagree with a charge, we encourage resolving disputes directly with us before involving payment providers:

Internal Resolution

• Contact our billing team with specific concerns
• Provide transaction details and reasons for the dispute
• We aim to resolve disputes within 5-7 business days
• Documentation of all communications will be maintained

Escalation Options

• Request supervisor review if initial response is unsatisfactory
• Formal complaint process available for complex disputes
• External arbitration as outlined in our Terms of Service

8. Chargebacks

While we prefer to resolve issues directly, we understand chargebacks may sometimes occur:

Before Filing a Chargeback

• Contact our billing team first - many issues can be resolved quickly
• Allow 5-7 business days for our team to investigate and respond
• Consider that chargebacks may take weeks to process

Chargeback Process

• We will respond to legitimate chargebacks with supporting documentation
• Fraudulent or invalid chargebacks will be disputed
• Account access may be suspended during chargeback investigation
• Multiple chargebacks may result in payment restrictions

9. Token Expiration Policy

Understanding when tokens expire:

Active Accounts

• Tokens roll over for up to 3 months for active users
• Account activity includes logging in and platform engagement
• Email notifications sent before expiration
• Grace period of 7 days after expiration notification

Inactive Accounts

• Accounts inactive for 3+ months: tokens expire after notification period
• Accounts inactive for 6+ months: all tokens expire
• Account reactivation does not restore expired tokens
• Consider this policy before taking extended breaks

10. Processing Times

Expected timeframes for various billing operations:

11. Contact Information

For billing questions, refund requests, or payment issues: