Refund & Cancellation Policy

1. Summary

2. Failed, pending and duplicate payments

If your bank account, card or UPI app shows a debit but your credits have not appeared within 30 minutes, the payment is usually still pending confirmation from the bank or payment aggregator. We automatically check the status of every order with the payment aggregator (Razorpay or Cashfree):

• if the payment is confirmed, the credits are added to your Workspace;
• if the payment fails or is not confirmed, the aggregator or your bank reverses the amount — typically within 5–7 business days;
• if you were charged twice for the same order, we refund the duplicate amount in full.

You can see the status of each order on the Billing page. If a debit has not been credited or reversed after 7 business days, contact us with the details below.

3. Refunds for unused credit packs

You may request a refund of a credit pack within 7 days of the purchase date if none of the credits from that pack have been used (including held credits for runs you approved). Refunds are issued for the amount you paid, including GST, to the original payment method. Bonus credits included with the pack are removed when the refund is processed.

Credits are consumed in the order they expire, starting with welcome and promotional credits. If any purchased credits from the pack have been consumed, the pack is treated as used and is not refundable.

4. What is not refundable

• credits used for brain, generation or platform work, including work you later discard, regenerate, cancel after it started, or are not satisfied with creatively;
• delivered Outputs and completed exports;
• real-actor casting add-ons once the actor has been cast into a project;
• free, welcome, referral, bonus or promotional credits;
• expired credits;
• purchases on Accounts suspended or terminated for breach of our Terms of Service or Acceptable Use & AI Content Policy, except where required by law.

AI generation is probabilistic. We show estimates before any spend and never charge for failed generations, so dissatisfaction with a creative result alone is not a ground for refund. Nothing in this Policy limits rights you have under the Consumer Protection Act, 2019.

5. Cancelling runs, orders and plans

• Runs: you can cancel a production or tool run at any time. Credits for completed work are charged; the remaining hold is released immediately.
• Orders: an order that has not been paid can simply be abandoned — it expires automatically and nothing is charged.
• Plans: if you subscribe to a plan, you can cancel before the next renewal date from the Billing page. Cancellation stops future renewals; the current period and its credits remain available until the period ends. Plan fees for a period that has started are not refunded, except under the unused-pack rule where the plan’s credits are entirely unused and the request is made within 7 days of the charge.

6. How to request a refund

Email reachus@yourbackers.org with the subject "Refund request" from your registered email address and include:

• your registered email address and Workspace name;
• the order ID shown on the Billing page (and the payment reference from your bank or UPI app, if available);
• the date and amount of the payment;
• the reason for the request.

We acknowledge refund requests within 48 hours and decide within 7 business days. Approved refunds are initiated to the original payment method through the payment aggregator.

7. Refund timelines by payment method

Timelines depend on your bank and the payment aggregator. We will share the refund reference (for example an ARN for cards) on request so you can track it with your bank.

8. Chargebacks

Please contact us before raising a chargeback or payment dispute — most issues are resolved faster directly. If a chargeback is raised, we may temporarily suspend the Workspace’s ability to spend credits, reverse credits linked to the disputed payment, and provide transaction evidence to the payment aggregator and bank.

9. Contact

For refunds and payment issues: reachus@yourbackers.org · +91 95144 10101. See also our Shipping & Delivery Policy and Contact Us page.