Refunds and right of withdrawal
The short version: for 14 days you can get back what you paid for the credit you have not spent. Credit you have spent, you cannot — because you ticked a box at checkout asking us to hand it over immediately. Everything below explains that trade, how the sum is worked out when a pack carried bonus credit, and the cases where we pay you back regardless.
Version 1.1 · in force since 18 August 2026 · changed from 1.0: section 4 — how bonus credit is treated in a withdrawal
1Your legal right of withdrawal
As a consumer buying online in the EU, you normally have 14 days from the purchase to change your mind, without giving a reason (Directive 2011/83/EU, and articles L221-18 and following of the French Consumer Code).
That right has one exception that matters here. For digital content supplied immediately, the right is lost if you asked for immediate supply and acknowledged that you would lose it — article 16(m) of the same directive, article L221-28 13° of the French Consumer Code.
2The box you tick at checkout
Before every top-up, you tick a box that says, word for word:
“Yes, credit me now — I accept the Terms and I understand I lose my 14-day right of withdrawal on the credit I spend.”
It is deliberately one line, and the two things the law wants said are on the box itself, not buried in a document you would have to open: that you want the credit handed over straight away, and that you understand what that costs you. The same tick also carries your acceptance of the Terms, but that acceptance is not what waives the right — a general “I accept the terms” never could be, which is why the two clauses are spelled out on the label.
And what you keep is not in that sentence, so here it is: for 14 days you can get back what you paid for the credit still sitting unspent in your wallet. Only what you have actually spent is gone. Section 4 works the sum out in figures.
The same sentence is printed in the footer of the invoice Stripe emails you after the payment — so you keep a copy of what you agreed to, rather than having to trust our screenshot of it.
We record the moment you ticked it, and the exact wording you were shown, against that payment. We do this so that a dispute can be settled by looking at a record rather than by two people remembering differently — and so that if we ever reword the box, your purchase is still judged against the words you read.
The box is not optional: without it we will not take the payment, because taking it would mean selling you something on terms you had not agreed to.
3What that means in practice
| Situation | Refundable? | How |
|---|---|---|
| Unspent credit, within 14 days of the top-up | Yes — what you paid for it | Ask us. Back to your card. See section 4 if your pack carried bonus. |
| Credit already spent on generations | No | The service was delivered — that is what the box covers. |
| Partly spent, within 14 days | The unspent part | We refund what you paid for the balance still in your wallet. |
| Unspent credit, after 14 days | At our discretion | Ask anyway. We are not looking to keep money you will never use. |
| Bonus credit from a pack | No cash value | It is a discount, not money you paid — section 4. |
| Generation that failed on our side | Always | Returned to your wallet automatically. |
| Payment taken, credit never arrived | Always | Tell us. We refund or credit, your choice. |
| Account we closed without you breaching the terms | Yes | Remaining paid credit, back to your card. |
| Charge you did not make | Always | Write to us before your bank — it is faster. |
4Bonus credit, and what “unspent” is worth
Some packs give more credit than they cost — 100 € buys 140 € of credit. That extra is a discount on the pack, not money you handed us, and it has no cash value on its own. So a withdrawal never returns the credit sitting in your wallet; it returns what you paid for that credit:
refund = credit still unspent × (what you paid ÷ credit you received)
An example with the largest pack. You pay 100 € and receive 140 € of credit. You generate 266 images, which uses 39,90 € of that credit. You still hold 100,10 €, and you withdraw. We refund 71,50 € — the 100 € you paid, less the 28,50 € share of it that the images you kept represent. You used just over a quarter of the pack, so you paid for just over a quarter of it.
Put the other way round: the discount is consumed alongside the credit, in the same proportion. It cannot be spent first and cashed out afterwards. That is what a discount is — if it worked the other way, the images would be free and the offer would exist only for the people who never intended to stay.
Where a top-up carried no bonus — every custom amount, and the 5 € and 10 € packs — the two numbers are the same and you get the full amount back. Nothing changes for you.
Which top-up the remaining balance comes from: the oldest credit is treated as spent first. That is the reading that keeps the most credit inside your 14 days, and it is the one we apply.
The 14 days are not ours to shorten. They come from article L221-18 of the Consumer Code; a clause cutting them to seven days, or two, would simply be void. We are not asking you to give up time — we are telling you what the money is worth.
5Requests we will refuse
The right of withdrawal exists so you can change your mind. It is not a way to be supplied for free, and we will refuse a request where the pattern shows it is being used as one:
- the same account topping up, spending, withdrawing and topping up again in a cycle;
- several accounts run by one person to repeat the exercise, whatever address each was opened with;
- a withdrawal on a top-up bought with a card that is not yours, or that has already been disputed with the bank;
- a request accompanied by a chargeback on the same payment — one route or the other, not both at once.
In those cases we refund nothing beyond what you have actually paid for and not received, and we close the account. We will always say which of these we think applies and show you what we are looking at, so you can tell us we have it wrong. An honest first withdrawal is never in this list — one is a customer changing their mind, and that is exactly what the law is for.
6“I do not like the image”
This is the honest part. A generation that produced an image is a delivered service, even if the image is not what you pictured. Image generation is probabilistic; the same words can give a great result and a poor one. That is why the first two images are free — so you can find out what the tool does before spending anything.
That said, we are a small operation and not interested in winning arguments over a few cents. If the tool clearly misbehaved — ignored your prompt entirely, returned a corrupted image, charged twice for one generation — write to us and we will put the credit back. We would rather refund you than have you leave annoyed.
7How to ask
Email [email protected] from the address on your account, with:
- the date and amount of the top-up;
- what you want back — the whole balance, or a specific generation.
You do not need to give a reason for a withdrawal within 14 days. You may also use the model withdrawal form annexed to the directive, but a plain email is enough.
8How fast, and to where
- We acknowledge within 2 working days and decide within 14 days of receiving your request — the maximum the law allows.
- Refunds go back to the card that paid, through Stripe. We cannot send them anywhere else; that rule exists to stop stolen cards being cashed out through refunds.
- Your bank then takes its own time, usually 5 to 10 working days.
- We do not charge a fee for a refund.
9Chargebacks
If you ask your bank to reverse a payment instead of asking us, the account is suspended while the case runs — we have to, because otherwise credit could be spent while the money is being clawed back. Ask us first; it is faster and nothing gets frozen.
Where a chargeback is raised on credit that was actually spent, we will produce the waiver record described in section 2, together with the generation log, and the case will normally be decided against you. We would rather never do this.
10If we cannot agree
Write to us first — [email protected]. If we still disagree, EU consumers may use the European Commission's online dispute resolution platform, and consumers in France may refer the dispute free of charge to a consumer mediator. Using a mediator does not cost you your right to go to court.