Refund Policy

1. Overview

At Flixly, operated by SOFTFORGE DIGITAL LTD (Company Number: 16621737), we want you to be satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds may be issued for credit purchases.

2. Credit Purchases

Flixly operates on a credit-based system. When you purchase credits:

• Credits are added to your account immediately upon successful payment
• Credits do not expire and remain in your account until used
• Credits are non-transferable between accounts

3. Refund Eligibility

3.1 Eligible for Refund

You may be eligible for a refund in the following circumstances:

• Duplicate Charges: If you were charged multiple times for the same purchase
• Technical Errors: If credits were not added to your account due to a technical issue on our end
• Service Unavailability: If our service was unavailable for an extended period preventing credit use
• Unauthorized Transactions: If charges were made without your authorization

3.2 Not Eligible for Refund

Refunds will generally not be issued for:

• Credits that have already been used for generation
• Dissatisfaction with generated content quality (as AI results vary)
• Change of mind after purchase
• Failure to read the terms before purchase
• Account termination due to Terms of Service violations

4. Failed Generations

We understand that AI generations may occasionally fail. Our policy for failed generations is:

• Automatic Refunds: If a generation fails due to a system error, credits are automatically refunded to your account
• Partial Generations: If a generation partially completes, we evaluate on a case-by-case basis
• Quality Issues: While we cannot guarantee specific outcomes from AI generation, we may offer credit compensation for significant quality issues

Credits for failed generations are typically refunded automatically. If you notice credits were deducted for a failed generation that wasn't refunded, please contact us.

5. Refund Request Process

To request a refund:

1. Email us at contact@flixly.ai
2. Include your account email address
3. Provide the transaction ID or date of purchase
4. Describe the reason for your refund request
5. Include any relevant screenshots or evidence

We aim to respond to refund requests within 2-3 business days.

6. Refund Timeline

Refund requests should be submitted within:

• 14 days of purchase for unused credits
• 7 days of the incident for failed generations
• 30 days of the charge date for duplicate or unauthorized transactions

Once approved, refunds are processed within 5-10 business days. The refund will be issued to the original payment method.

7. Refund Methods

Depending on the situation, refunds may be issued as:

• Credit Refund: Credits restored to your Flixly account (fastest method)
• Monetary Refund: Refund to your original payment method

We may offer credit refunds as a first option, as they can be processed immediately and allow you to continue using our services.

8. Chargebacks

Before initiating a chargeback with your bank, we strongly encourage you to contact us first. We are committed to resolving any issues directly. Initiating a chargeback without first attempting to resolve the issue with us may result in:

• Temporary or permanent account suspension
• Inability to create new accounts
• Collection of any outstanding amounts

9. Consumer Rights

If you are a consumer in the United Kingdom or European Union, you may have additional rights under consumer protection laws. However, please note that the right to cancel digital content may not apply once the service has begun with your consent (i.e., once credits have been used for generation).

10. Contact Us

For refund requests or questions about this policy:

We value your business and will work with you to resolve any issues fairly and promptly.