Refunds

Credit packs

Within 14 days of paying for a pack, you can get back its unused credits, pro rata: price paid × unused credits ÷ credits in the pack. Plan credits are always spent before pack credits, so a pack counts as unused as far as your pack balance still covers it. The refunded credits are removed from your balance.

Plans

• Within 14 days of paying for a plan, a renewal or an upgrade, you get the full price back if none of its credits have been used.
• Once any of its credits are used, the plan fee isn't refundable: the plan simply runs to its end date.
• Plans never renew on their own, so there is nothing to cancel.

Turnkey slots

• Before a chef starts on your order (we tell you when), you can cancel for a full refund.
• Once work has started it isn't refundable — unless we can't deliver a green build (math, build and Stake checks passing) after two rework rounds. Then you get the full price back.

Failed work

A paid action that fails — a provider error, a broken result, a build that can't finish — gives its credits back by itself, at once. That is a credit refund, not a cash one, and you get an email about it.

What isn't refundable

• Credits already spent, and plan credits that expired at the end of their cycle.
• Bonus credits from a promo code (they have no cash value).
• Anything asked for after 14 days, except the turnkey delivery guarantee above.
• Accounts closed for breaking the terms, including removing the loader badge.

How to ask

1. Write to [email protected] from your account's email with the invoice reference (it starts with i_) and a wallet address on the same network and coin you paid with.
2. We answer within 5 business days and send approved refunds within 10.
3. We refund the dollar amount you paid (after any promo discount) in the same coin (a Bitcoin payment is refunded in BTC at the amount received), minus the network fee of sending it back. Nothing else is deducted.

Payments that went wrong

Paid too little, too much, too late or on the wrong network? Write to us with the transaction id. If the money reached one of our wallets we either credit the invoice by hand or send it back minus the network fee. Coins sent on a network our wallet doesn't support may be unrecoverable.