Refund Policy
This policy explains how Pettrait handles credits, generation failures, paid orders, and refund requests.
Credit Purchases
Credits are digital units used to generate works and access premium features. When you purchase credits through an available payment provider, the corresponding credits are added to your account. Credit package prices and terms are displayed at the time of purchase.
Refunds for Generation Failures
If a generation task fails due to a system error and credits were deducted, the deducted credits will be automatically returned to your account. If automatic return does not occur, you may contact us with your generation job details for manual restoration.
Refunds for Credit Purchases
Credit purchases are generally non-refundable once credits have been added to your account and any portion has been consumed. If you have purchased credits but have not used any, you may request a refund within 14 days of purchase. Refunds will be processed through the original payment method and may take 5-10 business days depending on your payment provider.
Cases Usually Not Refundable
Refunds are generally not provided in the following circumstances: (a) You are dissatisfied with the aesthetic quality or artistic style of a generated result, provided the generation completed successfully. In such cases, you may try again with a different style or regenerate. (b) You changed your mind after purchasing credits, if any credits have been consumed. (c) You purchased the wrong credit package, if credits have been consumed. (d) Credits that have expired or were forfeited due to inactivity.
Impact Contribution Adjustments
If an order is refunded, the related Pettrait Paws Fund contribution amount may be adjusted or excluded from future payout calculations. This does not affect your refund rights under this policy.
Abnormal Orders and Chargebacks
If you experience duplicate charges, a payment that was processed but credits were not received, or other system errors, please contact us at ${support} with your order information. We will investigate and resolve the issue as soon as possible. If you initiate a chargeback with your payment provider, your account may be suspended pending resolution of the chargeback.
Processing Time
Refunds and credit compensations are handled within 5-10 business days after approval, depending on your payment provider. We will notify you by email once the refund has been initiated.