Refund Policy

You can request a refund for unused credits within 14 calendar days of the purchase date, measured in UTC from the timestamp on the Paddle receipt. No reason is required, and we do not ask for one.

The window applies from the moment of purchase, not from first use. If you bought a bundle on Monday and used it on Tuesday, the remaining credits are still refundable until the end of the following Monday.

Refunds are calculated on the unused portion of the bundle, at the price you paid for those credits. Credits consumed by generations are not refundable, because the work has been done.

A worked example, using the Studio bundle of 600 credits at $35: if you used 180 of them inside the window, the remaining 420 are refundable at $$0.058 each — $24.50.

Not refundable:

• Credits already spent. The corresponding generations exist, and may already be in something you have shipped.
• Trial credits. They are free, they expire after 15 days by design, and there is nothing to refund.
• Guest generations. They cost nothing and live in your browser.
• Purchases older than 14 days. See section 5 for what happens then.

Refunds are issued to the original payment method. We cannot refund to a different card, account, or person, because the charge was made by a different merchant of record.

Email refunds@artemaze.com from the address on the account. Include the Paddle transaction ID from your receipt and the email address on the account. That is everything we need; we will not ask for your API key.

If the purchase was made through Paddle Checkout, you can also raise it there. Either route reaches us — the 14-day clock starts at purchase, not at the point you get round to asking.

Requests inside the window are acknowledged within 2 business days and approved automatically. Once approved, Paddle issues the refund to your original payment method; the time to appear on your statement is the card issuer's, typically 5–10 business days and occasionally longer.

Refunded credits are deducted from your balance as part of the approval. If the request takes a few days to process, the balance is held rather than left spendable — you will not be able to consume credits that are about to be returned to you.

Purchased credits do not expire, so there is no cliff edge on your side. What the 14-day window governs is refunds, not usability.

Outside the window we will still consider a request where:

• Credits were charged but never delivered — a duplicate charge, a bundle that did not land, or credits spent by a request that returned nothing. Always refundable, at any age, because the service failed rather than you.
• A material, unremedied service failure — the API being unavailable for a sustained period while you held paid credits, for example.
• We materially changed the service in a way that reduced the value of what you bought, and you tell us within 30 days of the change. See the changelog for what counts as material.

Outside those three cases, a request after 14 days on used credits is declined. We would rather say that plainly than run a discretionary process that treats two customers differently for no stated reason.

Paddle is the merchant of record for every purchase, and its terms govern the transaction at the point of sale. If you dispute a charge, raise it with Paddle first — they hold the transaction record and can resolve most payment-level questions without us.

If it is not resolved there, email us. We will engage with it directly, and if we agree the charge was wrong we will correct it. A consumer's statutory rights against us as the party providing the service are unaffected by any of this.

If a generation fails, no credit is charged — that is the design, not a courtesy. The debit happens after the geometry is successfully meshed.

If you are charged for a request that returned nothing, tell us with the timestamp and we will reverse it. If the API is down for more than 24 consecutive hours while you hold paid credits, tell us and we will credit the affected window back.

Please talk to us before disputing with your bank. A chargeback costs both of us real money and gets your account suspended automatically, which is a bad outcome for a problem we would probably have fixed in a day.

If a chargeback is raised anyway, the account is suspended until it resolves, and remaining credits are held. Where the chargeback is upheld, those credits are forfeited; where it is not, they are released with the account.

refunds@artemaze.com — refunds, invoices, and payment problems.

support@artemaze.com — everything else.