Dispute Policy

1. Why this policy exists

Unfortunately a small number of customers file payment disputes ("chargebacks") with their card issuer after fully using our AI generation services. To protect our honest customers we log detailed evidence of every account action and share it with Stripe and the card network (Visa, Mastercard, American Express, Discover, etc.) when a dispute is filed.

This page explains exactly what we log, what we share, and why.

2. What we log for every account

By creating an account and agreeing to our Terms of Service and Privacy Policy, you consent to us collecting and retaining:

• Typed-name electronic signature of the Terms of Service and Privacy Policy at signup (ESIGN Act / UETA compliant).
• SHA-256 document hash and HMAC signature of each acceptance record (tamper-evident).
• IP address, user-agent, and device fingerprint at signup, at every login, at every Terms acceptance, and at checkout.
• Login history including successful and failed attempts, the method used (password, OAuth, OTP, magic link), and the IP/device of each attempt.
• Email verification timestamp and IP.
• Payment details provided by Stripe: card brand, last 4 digits, card fingerprint (a non-reversible identifier that is identical across merchants for the same card), card-country, billing country, Stripe charge and payment-intent IDs, and the hosted receipt URL.
• Credit ledger showing every credit granted (from purchases) and every credit debited (from generations), with timestamps and linked generation IDs.
• Generated content produced after the purchase, with URLs and timestamps — proof that the service was delivered and consumed.
• Sampled activity log of authenticated API requests for 90 days.

3. What we share when you file a chargeback

When your card issuer notifies Stripe (or our other payment provider) of a dispute, we compile an evidence packet containing the items above and submit it to the payment provider. The payment provider forwards the evidence to your issuing bank and the card network. By using our Service you grant us explicit permission to share this data for the purpose of responding to payment disputes, even though it includes personal data.

4. Pre-purchase acknowledgement

Before every purchase you see a prominent notice and a required checkbox that references this Dispute Policy. When you check that box we create a second acceptance record with the same IP and device fingerprint as the charge — so if you later dispute the purchase we can show that you were explicitly warned seconds before authorising the charge.

5. When we grant credit refunds

This policy is not a refund policy. It governs what happens if you bypass our support team and file a chargeback directly with your bank.

Credit refunds are granted only when the issue was caused by our platform — for example, a service outage, a bug in our Services, or a failure in our infrastructure that prevented a generation from completing. In those cases we will refund or restore the affected credits.

We cannot refund credits for user error or for AI output quality. AI generation is inherently probabilistic and AI is never perfect — outputs may contain artifacts, anatomical inaccuracies, misspellings, inconsistent identities, or otherwise fail to match your expectations. Credits pay for the computing resources used to run the model, not for a guaranteed outcome. Unclear prompts, incorrect settings, uploading the wrong input, dissatisfaction with a delivered result, and third-party model behavior outside our control are not grounds for a refund.

If you have a genuine billing problem — unused credits you no longer want, a duplicate charge, or a technical issue on our end that prevented you from using the Service — email [email protected] and we will work with you directly.

6. Friendly-fraud warning

If a chargeback is filed and our evidence shows that the charge was legitimate, the card network may return the funds to us and note the dispute on your record. Repeated chargebacks across merchants can cause card issuers to close your account or limit future dispute rights. If we believe a chargeback was filed in bad faith, we may (a) suspend the associated account, (b) refer the matter to a collections agency, and (c) pursue recovery of any fees and losses.

7. Questions

Email [email protected].