Refund & Cancellation Policy

If a generation reaches a terminal failure after your tokens were deducted, the full amount is returned to your token balance automatically. No request is needed. You can spend those tokens on another generation immediately.

This includes failures at the model provider, content refusals, and timeouts. It is handled by the system rather than by support, so it does not depend on anyone reading a message.

A generation can be cancelled while it is still queued. If the provider has not begun billable work, the charge is refunded to your original payment method rather than converted to tokens. Card refunds are issued immediately by us and typically appear within five to ten working days, depending on your bank.

Once a provider has started generating, the work cannot be cancelled — that cost has already been incurred on your behalf.

Tokens are prepaid credit for a digital service and are non-refundable once purchased, except where required by law. They do not expire, and they remain available in your balance indefinitely.

If tokens were bought in error — a duplicate payment, or a charge you did not authorise — contact us within seven days and we will investigate and refund where the claim is upheld.

A storage plan can be cancelled at any time from the storage page. Cancellation stops future renewals; the plan remains active until the end of the period already paid for, and is not pro-rated.

After a plan ends, files revert to the standard 7-day retention window. Download anything you want to keep before cancelling.

We cannot refund a generation that completed successfully because the creative result was not what you hoped for. These models are probabilistic and the same prompt can produce different output each time; the cost is incurred at the provider whatever the result. We also cannot refund your bank's currency conversion or foreign transaction fees, which we never receive.

Write to support@expla.me from the address on your account, with the date and amount of the payment. We aim to respond within two working days.