Refund Policy

Overview

At FlyAIgh, we strive to provide a high-quality AI generation service. This Refund Policy explains our policies regarding refunds for credit purchases and generation failures. Please read this policy carefully before making a purchase.

1. Credit Purchase Refunds

1.1 General Policy

All credit purchases are final and non-refundable once the transaction is completed. This includes:

• One-time credit packages
• Subscription plans (monthly or annual)
• Promotional or discounted credit bundles

1.2 Exceptions

We may issue refunds in the following exceptional circumstances:

• Duplicate Charges: If you were charged multiple times for the same purchase due to a technical error
• Unauthorized Transactions: If your payment method was used without your authorization (subject to verification)
• Service Unavailability: If the Service was completely unavailable for an extended period (more than 7 consecutive days) after your purchase
• Technical Errors: If credits were not properly added to your account due to a system error

1.3 Refund Request Process

To request a refund under the exceptions above, you must contact us at agent@flyaigh.com within 14 days of the purchase date. Please include:

• Your account email address
• Transaction ID or receipt
• Detailed explanation of the issue
• Any supporting documentation

We will review your request and respond within 5-7 business days. Approved refunds will be processed to the original payment method within 10-14 business days.

2. Generation Failure Refunds

2.1 Automatic Credit Refunds

If a generation fails due to technical issues on our end or with the AI model provider, we will automatically refund the credits consumed for that generation. This includes:

• Server errors (5xx status codes)
• AI model provider failures
• Timeout errors beyond the expected processing time
• System crashes or interruptions

Refunded credits are typically returned to your account within minutes of the failure. You will see a credit transaction in your account history labeled as "Refund - Generation Failed."

2.2 Non-Refundable Generations

Credits will not be refunded for generations that fail due to:

• Policy Violations: Prompts that violate our Acceptable Use Policy or the AI model provider's content policy
• Invalid Prompts: Prompts that are empty, malformed, or contain unsupported characters
• User Error: Incorrect parameters or settings selected by the user
• Successful Generations: Generations that completed successfully but did not meet your expectations
• Quality Issues: Dissatisfaction with the quality, style, or content of a successfully generated result

2.3 Manual Refund Requests

If you believe a generation failed due to a technical issue but credits were not automatically refunded, please contact us at support@flyaigh.com within 7 days of the generation. Include your generation ID and a description of the issue. We will investigate and issue a refund if appropriate.

3. Subscription Cancellations

3.1 Cancellation Policy

You may cancel your subscription at any time through your account settings. Upon cancellation:

• You will retain access to your subscription benefits until the end of the current billing period
• No refund will be issued for the remaining days in the current billing period
• Your subscription will not renew for the next billing period
• Any unused credits from your subscription will remain in your account

3.2 Pro-Rated Refunds

We do not offer pro-rated refunds for partial subscription periods, except in cases where:

• The Service was completely unavailable for more than 50% of your billing period
• We made material changes to the subscription terms that negatively affect your benefits
• Required by applicable law

4. Credit Expiration

Purchased credits do not expire as long as your account remains active. However:

• If your account is inactive (no login or generation activity) for more than 12 consecutive months, we reserve the right to expire unused credits
• You will receive email notifications at 10 months and 11 months of inactivity before credits expire
• Expired credits are non-refundable
• Promotional or bonus credits may have shorter expiration periods as specified at the time of issuance

5. Chargebacks and Disputes

5.1 Contact Us First

If you have an issue with a charge, please contact us at support@flyaigh.com before initiating a chargeback with your payment provider. We are committed to resolving billing issues fairly and promptly.

5.2 Chargeback Consequences

If you initiate a chargeback without first contacting us:

• Your account may be immediately suspended pending investigation
• All credits associated with the disputed transaction will be removed from your account
• If the chargeback is found to be fraudulent or unjustified, your account may be permanently terminated
• You may be liable for chargeback fees and legal costs

6. Regional and Legal Requirements

6.1 Consumer Protection Laws

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. If you are located in a jurisdiction that provides additional refund rights (such as the EU, UK, or Australia), those rights apply in addition to this policy.

6.2 EU Right of Withdrawal

For customers in the European Union: You have the right to withdraw from a purchase within 14 days without giving any reason. However, by using credits immediately after purchase, you expressly agree to waive this right of withdrawal for the portion of credits consumed.

6.3 Australian Consumer Law

For customers in Australia: Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services supplied again or payment of the cost of having the services supplied again if the services fail to be of acceptable quality and the failure does not amount to a major failure.

7. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or a prominent notice on our website. Your continued use of the Service after changes constitutes acceptance of the updated policy. Changes will not affect refund requests submitted before the change date.

8. Contact Information

For refund requests, billing questions, or concerns about this policy, please contact us:

• Email: agent@flyaigh.com
• Response Time: Within 5-7 business days