Refund Policy

1. Refunds that happen on their own

Most of what people mean by "refund" is already automatic, and it is settled in credits rather than money.

• A run that fails costs nothing. Credits are held when a run starts and released in full if it does not produce a result — whether that is a problem in the file, a problem with the GPU, or a problem with us.
• A run that never starts costs nothing. If capacity is unavailable and the work never begins, the hold is released.
• A run that turns out cheaper than quoted refunds the difference. The number you approve is a ceiling, not a charge. Settlement can only ever move in your favour.

Every one of these appears as a line in the ledger under Credits in the app, with the date and the run it belongs to. If you believe a run failed and was not refunded, tell us — it is a bug, and we will fix the balance.

2. What credits are

Credits are a prepaid balance that can be spent on Glixy runs and nothing else. They do not expire. They cannot be transferred to another account, given away, sold, or converted back into money except as described in section 4. They have no value outside the service.

Deleting your account deletes any unspent credits with it. That is immediate and cannot be undone, so spend or ask about a balance before you delete.

3. Why money refunds are different here

Glixy is paid for in cryptocurrency, on a hosted checkout page run by an external payment provider. That has one consequence worth being blunt about:

A cryptocurrency payment is one-way and final. Once a transfer confirms on the network, neither we nor the payment provider can reverse it, cancel it or claw it back. There is no chargeback, no dispute button and no intermediary who can undo it. Anything we call a refund is therefore a new payment we send you, at our discretion and under the conditions below — not the original payment being undone.

The practical advice that follows from this: buy the smallest pack that does what you need the first time. Credits do not expire, so there is no advantage to buying ahead until you know the service works for you, and there is a free grant on signup for exactly that reason.

4. When we will refund money

We will consider a monetary refund in these cases:

• You paid and the credits never arrived. This is the clearest case. Send us the order and the transaction reference and we will either credit the account — usually the right fix and much faster — or return the money.
• You paid twice for the same thing. The duplicate is returned or credited, whichever you prefer.
• The service could not do the job at all and the failure was ours, and credits are not a useful remedy because you no longer want to use Glixy.
• Unspent credits, shortly after purchase. If you have bought within the last 14 days and have not spent any of the credits from that purchase, ask and we will return it in full. No reason is needed and there is no fee. If you have spent part of the purchase, we return the unspent part.

We will not refund:

• credits you have already spent on runs that produced a result, including a result you did not like — the output of a face swap is a matter of taste and source material, and the work was really done;
• an account closed for breaking the terms of service;
• a purchase made more than 90 days ago.

5. How a money refund actually works

If we agree to one, it is sent as a fresh cryptocurrency transfer to an address you give us. Four things follow from that, and all four are worth reading before you ask:

• You have to give us a wallet address, and it has to be right. A transfer to a mistyped or wrong-network address is lost permanently. We will confirm the address and the network with you before sending, and we send only to an address the account holder provides.
• Network fees come out of the amount. You receive the refund minus the cost of sending it.
• The amount is the fiat value of the purchase, converted at the time of the refund. Exchange rates move. The number of coins you receive will not match the number you sent, and can be worth more or less than what you originally sent. We refund the US dollar price you were charged, not the quantity of coin we received — so the movement between those two moments is yours, in both directions.
• It is not instant. Allow up to 10 business days from the day we agree it, plus whatever the network itself takes.

6. Payments that go wrong at checkout

Crypto invoices have failure modes that card payments do not. These are the common ones and what happens in each.

You sent slightly less than the invoice

This is normal and usually not your fault: some wallets deduct their sending fee from the amount, and the rate can drift between the quote and the confirmation. A small shortfall is credited in full automatically. A larger one is held for a person to look at — write to us with the transaction reference and we will either credit the pack or credit the proportion actually received.

You sent more than the invoice

Tell us. We will credit the difference or return it under section 5.

You sent the wrong coin, or used the wrong network

Pay only in the coin and on the network the invoice specifies. Funds sent in a different asset, or over a different network, generally cannot be recovered by anyone — we cannot recover them, and we will not be able to credit or refund you. This is not a policy choice. Those funds never reach an address we control, so there is nothing on our side to return. Check the coin and the network before you send.

The invoice expired before you paid

An expired invoice grants no credits. Start a new checkout rather than sending to an old address; a payment to an expired invoice may not be matched to your account automatically, and recovering it needs the transaction reference and a manual look.

The payment confirmed but the balance did not move

Give it time first: confirmation on some networks takes the better part of an hour, and the app shows a purchase as in flight while it waits. If the balance has still not moved after that, send us the order and the transaction reference. This is a reconciliation problem, not a lost payment, and it is fixable.

7. How to ask

Write to support@glixy.ai from the e-mail address on the account, and include:

• the order reference from the app (Credits → your purchase);
• the transaction reference from your wallet or the checkout page;
• what happened, and what you would like us to do.

We reply within 3 business days, and resolve most requests within 10.

8. Your statutory rights

Nothing in this policy removes rights you have under consumer law where you live, and where those rights conflict with this policy, they win.

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you have 14 days to withdraw from a purchase of credits. We do not ask you to waive that right, and we do not put a checkbox in front of you at checkout to take it away. Instead we honour it directly: within 14 days of buying, the unspent balance from that purchase is refundable on request, under section 4 above.

Credits you have already spent are a different matter. Once you start a run you have asked us to perform the service immediately, the GPU time is really consumed, and that part of the purchase is no longer refundable — which is what the law allows for digital content already supplied at your request. The practical effect is simple: spend nothing and you can change your mind; spend some and you can change your mind about the rest.