Legal
Refund Policy
Effective date: 29 June 2026 · PopCandi Creative Studio ABN 20 413 419 189
Adflow runs on a prepaid-credit model: you top up an Australian-dollar (AUD) balance, and paid actions like AI generations and video renders draw from it. This Policy explains how credits work, our stance on unused vs. consumed credits, how auto top-up affects refunds, and how to ask for one. It forms part of our Terms of Service.
1. How credits work
- You add credits by topping up your balance through Stripe-hosted checkout. The minimum top-up is A$5.
- Your balance is held in AUD. Each paid action consumes credits at the price shown in the app before you confirm it.
- Credits have no expiry — they remain on your balance until used or refunded.
- Credits have no cash value beyond their use in the Service except where a refund is provided under this Policy or required by law, and cannot be transferred between accounts.
2. What’s free vs. paid
Building, editing, laying out, and exporting PNG and Figma-ready HTML are free and never consume credits. Credits are consumed only by paid actions, which currently include:
- AI image generations (and edits such as outpaint, enhance/upscale, and retouch).
- AI vector / SVG generations.
- AI motion generations.
- Cloud video renders.
The exact per-action price is always displayed before you run it and is itemised in your billing panel and ledger.
3. Unused credits
Because credits don’t expire, the usual path is simply to use your remaining balance whenever you like. If you would still like a refund of an unused balance:
- You may request a refund of your remaining, unspent credit balance within 30 days of the top-up that funded it, to your original payment method.
- Refunds are limited to credits that were purchased with real money and remain unspent. Promotional, bonus, or complimentary credits are non-refundable and may be removed first when a refund is processed.
- We may deduct payment-processing fees that are not returned to us, and any amount already consumed, before refunding the remainder. PopCandi Creative Studio absorbs payment-processing fees; the price you pay for credits is the price shown.
4. Consumed credits
Credits that have already been spent on a completed action are generally non-refundable. Each AI generation and render triggers real, immediate third-party cost the moment it runs, and AI Output is delivered to you on completion. This means a result you simply don’t like, or a generation that didn’t match your creative expectations, is not on its own grounds for a refund.
This does not limit the remedies in section 5 (failed or faulty generations) or section 9 (your consumer rights).
5. Failed or faulty generations
If a paid action fails for reasons on our side — for example, a render or generation errors out, returns nothing, or is corrupted due to a fault in the Service — you are entitled to a credit reversal:
- Where the system detects the failure, we aim to not charge, or to automatically re-credit, the affected action.
- If you were charged for an action that genuinely failed and it was not re-credited, contact us with the details (date/time and project) and we will restore the credits.
- Failures caused by invalid inputs, prohibited content rejected by a provider, or factors outside our control may not be eligible, but we’ll review these case by case.
6. Auto top-up & accidental charges
If you enable auto top-up, you authorise us to automatically charge your saved card your chosen top-up amount whenever your balance falls below your chosen threshold (see the Terms). To stay in control:
- You can change your top-up amount and threshold, set an optional daily cap, or turn auto top-up off at any time in your billing settings — this takes effect immediately for future charges.
- If an auto top-up charged you and the resulting credits are entirely unused, you may request a refund of that top-up under section 3.
- If you believe a charge was made in error or without authorisation, contact us promptly and we will investigate and put it right where appropriate.
7. How to request a refund
- Email billing@adflow.design from the email address on your account, with the subject “Refund request”.
- Include your account email, the approximate date and amount of the top-up or charge, and the reason (e.g. unused balance, failed render).
- We may ask for details from your billing ledger to locate the transaction.
- We’ll confirm the outcome and, if approved, process the refund to your original payment method.
8. Processing & timing
Approved refunds are issued via Stripe to your original payment method. We aim to action requests within 5–10 business days; how quickly the funds appear then depends on your bank or card issuer. Refunds are made in AUD; any currency-conversion differences applied by your bank are outside our control.
9. Your consumer rights
Australian Consumer Law. Nothing in this Policy excludes, restricts, or modifies any guarantee, right, or remedy you have under the Australian Consumer Law or other applicable law that cannot be excluded. Our services come with guarantees that cannot be excluded — for example, that they will be provided with due care and skill. If there is a major failure you may be entitled to a refund or other remedy. This Policy applies in addition to, and does not limit, those rights. [Adjust for non-Australian customers / other jurisdictions as advised by counsel.]
