Refunds and Credits Policy

The short version

In four sentences:

• Unused credits are refundable. Ask us and we will refund them.
• If we fail to deliver an advertisement you paid for, the credits go back to your balance automatically.
• A delivered advertisement you simply do not like is not refundable, because it was made to order.
• Consumers in the European Union have a 14-day right of withdrawal, explained in full below.

How credits work

Credits are prepaid seconds. One credit is one delivered second, and one credit costs $1.20. Buying a pack buys seconds at that price; there is no separate exchange rate.

Credits do not expire, and we will not take them away for inactivity.

Credits are tied to your account. They cannot be transferred, sold or exchanged for anything other than a refund under this policy.

Your right of withdrawal (consumers in the EU)

If you are a consumer in the European Union, you normally have 14 days to withdraw from a distance contract without giving a reason. That right applies to your purchase of credits.

It works differently for digital content delivered immediately. When you approve a project and we begin generating your advertisement, you are asking us to start supplying digital content before the 14 days are up, and you acknowledge that you lose the right of withdrawal for that specific advertisement once it has been delivered. The product asks you to confirm this at the point of approval.

Your right of withdrawal over the credits you have not yet spent is not affected. Within 14 days of buying a pack you can withdraw from that purchase for any unspent portion, and we refund it.

To withdraw, write to legal@adtake.ai with your account email and what you are withdrawing from. You do not need a particular form of words. We refund to the original payment method within 14 days of receiving your notice.

Refunding unused credits

Outside the withdrawal period, you can still ask for unused credits back. Write to support@adtake.ai and tell us how many.

We refund to the original payment method. If a pack included bonus credits, the refund is calculated on what you actually paid, not on the bonus.

Refunds usually reach your account within five to ten working days once processed, depending on your bank.

When delivery fails

Approving a project reserves credits rather than spending them. Credits are only spent when the advertisement is delivered.

If generation fails, is cancelled, or we cannot deliver, the reservation is released and your balance returns to what it was. You do not need to ask, and there is nothing to claim.

If an advertisement is delivered but is materially not what the service promised, for example it is corrupt, the wrong length, or does not match the brief you approved, tell us at support@adtake.ai. We will re-run it or return the credits.

What we do not refund

Because each advertisement is generated to your specification, we do not refund:

• A delivered advertisement you are unhappy with on creative grounds, having approved the storyboard it was made from.
• An advertisement that underperformed as advertising. We sell production, not results.
• Credits spent on an advertisement that broke the Acceptable Use Policy.

None of this limits your statutory rights as a consumer, including your rights where the service was not supplied as described.

Auto-refill

Auto-refill is off unless you turn it on. When it is on, it buys a pack you chose once your balance falls below a threshold you set, and it is always limited by a monthly cap you set.

You can change or switch it off at any time in your settings, and it takes effect immediately. A pack bought by auto-refill is refundable on exactly the same terms as one you bought by hand.

Chargebacks

If something looks wrong on your statement, please contact us before asking your bank to reverse it. We can usually explain or fix it the same day, and a chargeback takes weeks.

While a chargeback is open we may suspend the account it relates to, because the funds behind its balance are in dispute. We restore it once the matter is settled.

How to ask for a refund

Write to support@adtake.ai from the email address on your account. Tell us what you want refunded and, if it is about a specific project, which one.

We answer within five working days. If we say no, we will tell you why and what you can do next, including how to escalate it under the Terms of Service.