Refund Policy
This Refund Policy explains when prepaid credit purchases may be refunded, how used credits are handled, and how Paddle payment processing applies to purchases and approved refunds.
Cloudsurf Texture AI sells prepaid credit packs for AI texture generation. Credits are added to your account after Paddle confirms the transaction.
Credits are intended for platform usage inside the service only. They do not include Gemini, OpenAI, or other model provider API charges, are not cash, are not a banked balance, and cannot be transferred or redeemed outside Cloudsurf Texture AI.
We generally consider refund requests for unused credit purchases made in error, duplicate purchases, accidental purchases, or cases where the service is materially unavailable shortly after purchase.
Refund requests should be made within 14 days of purchase. Requests made after that period may be declined unless required by law or approved at our discretion.
Credits that have already been used for generation are generally non-refundable because platform processing, storage, and infrastructure costs are incurred when generation runs.
If a generation request fails server-side after a credit is debited, the application is designed to return the credit automatically. If that does not happen, contact support with the workflow and transaction details.
AI-generated texture outputs may require review, editing, or regeneration. Dissatisfaction with subjective output quality does not automatically qualify for a refund once credits have been used.
We may offer troubleshooting help, account credit adjustments, or other remedies at our discretion when a reproducible service issue affects generation quality or availability.
Payments and refunds are processed through Paddle. Paddle may act as merchant of record or reseller and may review, approve, or decline refund requests according to its checkout and payment policies.
Approved refunds are returned to the original payment method where possible. Bank, card network, tax, currency conversion, and payment processor timing may affect when funds appear.
We may decline refunds, suspend accounts, or revoke credits where we identify fraud, abuse, policy violations, unauthorized resale, payment disputes, or attempts to exploit the credit system.
If you believe a charge is incorrect, contact support or Paddle before filing a chargeback so the issue can be reviewed quickly.
Send the account email, Paddle transaction ID, purchase date, credit pack, and reason for the request through the support channel listed in the application or on your Paddle receipt.
We may ask for additional information needed to confirm account ownership, transaction status, credit usage, and whether the request qualifies under this policy.
