Refund Policy

genkiln is prepaid: you buy credits, and each generation task uses credits. This policy explains when credits come back to you and how to ask about a purchase.

1. Automatic credit refunds for tasks

You pay only for tasks that succeed. When you create a task, its cost is reserved from your balance. If the task does not succeed, the full amount goes back to your balance automatically, with no request needed:

• Failed tasks, for any reason, including generation errors, content rejected during generation, and inputs that could not be processed.
• Timed-out tasks: image tasks not finished within 15 minutes and video tasks not finished within 45 minutes.
• Canceled tasks, for example when we withdraw a model while a task is running.
• Tasks that could not be started because the service was busy.

A refunded task shows "refunded": true in the API, and the credits appear in your balance and credit history. Each task is refunded exactly once.

Successful tasks are final and are not refunded because you dislike the result, since the generation work has been done. If you believe a successful task is broken (for example an empty or corrupt file), contact support with the task ID and we will review it.

2. Credits do not expire

Purchased credits never expire and stay in your account until you use them.

3. Refunds of credit purchases

Credits are a consumable. Whether you can get money back for a credit pack depends only on whether its credits have been used:

• Unused purchase: refundable. If none of the credits from an order have been spent, email us the order number and we will refund the amount you paid to your original payment method. The credits from that order, including any bonus credits, are removed from your account.
• Used purchase: not refundable. Once any credits from an order have been spent on tasks, the order can no longer be refunded, in full or in part.

Where the law of your country gives you a right to a refund, we will honor it.

4. Payment disputes

If you see a charge you do not recognize, please contact us before opening a dispute with your bank so we can resolve it quickly. Accounts with chargebacks may be suspended while the dispute is open.

5. Contact

Email support@genkiln.com with your account email, the order or task ID, and a short description.