Refund and Cancellation Policy

Syntax AI is operated by [Legal entity OÜ] (registration code [00000000], [Street 1], [10111] Tallinn, Estonia). Details are on the Company information page.

This policy explains when you can cancel a purchase of Credits, how to get unused Credits refunded and what happens with failed generations, payment problems and chargebacks. Purchases, prices and charging rules are described in Payments and Credits.

As a consumer in the EU, you normally have 14 days to withdraw from an online contract. Credits are digital content delivered right after payment.

At checkout you explicitly ask us to deliver Credits immediately and confirm that you lose the 14-day right of withdrawal once the Credits are added to your account (Directive 2011/83/EU, Article 16(m)). Without this confirmation the purchase cannot be completed.

Losing the right of withdrawal does not take away the voluntary refund of unused Credits described below.

You can ask for a refund of Credits you have not used.

• Write to payments@syntax-ai.example within [N] days of the purchase.
• Include the email of your account and the order number from the receipt.
• We refund only the unused part of that purchase.
• If you have used some Credits, the refund is partial and proportional: we take back the base Credits and the bonus Credits of the pack in the same proportion.
• Credits that are reserved for a run in progress cannot be refunded until the run ends.

After the refund, the returned Credits are removed from your balance.

When you start a run, the price is shown on the Create button and the Credits are reserved.

• If the run succeeds, the reserved Credits are charged.
• If the run fails, the reservation is released automatically and you are not charged.
• If moderation blocks your prompt, upload or result, the reservation is released automatically and you are not charged.

You do not need to request anything in these cases. If you think a run was charged by mistake, contact us with the run date and tool name.

Credits are added after the payment provider [Payment provider] confirms the payment. This usually takes a few moments.

• Payment taken, Credits not added. Wait a few minutes and refresh Billing. If Credits are still missing, write to payments@syntax-ai.example with the payment date, amount and the last 4 digits of the card. We check the payment with [Payment provider] and either add the Credits or return the money.
• Charged twice for one order. Write to us with both charges. We refund the duplicate charge in full.

On your bank statement the payment appears as [SYNTAXAI].

If something is wrong with a payment, please contact us first at payments@syntax-ai.example. Most issues are solved faster this way than through your bank.

If you open a chargeback or dispute with your bank:

• while the dispute is open, purchases on your account may be frozen;
• Credits from the disputed payment may be reversed from your balance;
• we share with [Payment provider] and your bank only the information needed to answer the dispute.

This does not limit your rights under your card scheme or the law.

Refunds go to the card used for the original payment, through [Payment provider]. We do not pay refunds in cash, to another card or as Credits to another user.

We start the refund within [N] business days after we approve it. Your bank may need extra time to show the money on your account.

• Refunds and payments: payments@syntax-ai.example
• Other questions: support@syntax-ai.example or the Support page

If you are not satisfied with our answer, see Complaints.