Refund Policy

Scope

This policy applies to credit-pack purchases and refund requests related to the XCoffee perler beads service. The operating entity, support contact, and payment-provider details are the information currently published on the website.

When you may request a refund

Please submit a request through the website support entry in these situations:

1. Payment completed but credits were not delivered — The payment provider shows a successful payment, but the corresponding credits have not appeared after a reasonable synchronization period.
2. Generation failed and credits were not restored — Credits were deducted, the task clearly failed, and the balance was not restored automatically.
3. Duplicate charge — The same order or purchase was charged more than once.
4. Unused-credit request within the cooling-off period — Within 7 days of purchase, you may request a refund for credits from that purchase only if they have not been used, transferred, redeemed, or deducted. Approval remains subject to order status and payment-provider rules.

Cases that are generally non-refundable

• Credits already used to generate a chart, or credits that have expired, are generally non-refundable.
• An image that does not meet the upload requirements, content rejected by a safety review, a violation of the Terms of Service, or a user-cancelled generation does not automatically qualify for a refund.
• An AI result that differs from your expectations, or that requires changes to composition, colors, or settings, does not by itself mean that the service was not provided and does not automatically qualify for a refund. You may generate again with available credits or adjust the chart using the editor.
• Promotional, redeemed, or manually granted credits cannot normally be converted to cash or refunded unless the relevant offer says otherwise.

Request information and processing

Include your account email, order number, payment channel, payment time, a description of the issue, and any relevant screenshots or task ID. We will verify the order, credit ledger, and generation task and may need to confirm the transaction with the payment provider.

Approved refunds are normally returned through the original payment route. The actual arrival time is controlled by the payment provider, bank, or other payment intermediary. After a refund, unused credits associated with that order may be removed; if your balance is insufficient, you may need to cooperate with the account adjustment.

Failed generations

When we can confirm that an AI request failed, the service was interrupted, or the result could not be saved, the system will restore the 9 credits charged for that generation. If a network interruption leaves the task status unclear, avoid submitting repeatedly and first check your chart history or contact support.

Contact and changes

Submit refund requests to hi@xcoff.ee or through the website support entry. We may update this policy as payment-provider rules, product rules, or legal requirements change; the effective date will be updated on this page.