1. What you buy
You buy (a) one-time charm packs and (b) prepaid subscription tiers, paid in cryptocurrency through our payment provider, NOWPayments. Charms are an in-platform virtual credit with no cash value (see Terms Section 7).
2. General rule — purchases are non-refundable
2.1 Because we sell digital content and virtual credits delivered immediately, and because cryptocurrency payments are final and not reversible (there are no chargebacks in crypto), all purchases are non-refundable once the purchase is completed and the charms or access are made available, except as stated in Sections 3–5 or as required by law.
2.2 Charms that have already been consumed are never refundable.
3. EU/EEA/UK consumers — withdrawal right and waiver
3.1 If you are a consumer in the EU/EEA/UK, you normally have a 14-day right of withdrawal for distance purchases. For digital content supplied immediately, this right does not apply once supply has begun with your prior express consent and your acknowledgment that you thereby lose the right of withdrawal.
3.2 At checkout, by purchasing charms or digital features and requesting immediate access, you expressly consent to immediate performance and acknowledge that you lose your 14-day right of withdrawal for the digital content supplied. We record this consent.
3.3 If you have not yet used or received the digital content, you may still be entitled to withdraw within 14 days; contact support@charmloop.ai. Where a withdrawal right applies to an unused portion, any refund is proportionate to what remains unused.
4. Unused balance on subscription cancellation (limited exception)
4.1 If you cancel a queued subscription change (for example, a scheduled downgrade) before it takes effect, we refund the affected unused charms as a charm credit/refund calculated at the standard charm-pack rate — specifically at the value of the most favorable currently-active charm pack (USD per charm), not at any higher subscription-tier rate. This protects against abuse of subscription pricing and is the only rate at which unused balances are reconciled.
4.2 This is a balance-reconciliation mechanism, not a cash refund of your original payment. The exact amount is computed by the Service at the time of cancellation.
4.3 Prepaid subscription periods are otherwise non-refundable once the period has begun; you keep access for the period you paid for.
5. Other exceptions
We may, at our discretion or where required by law, issue a refund or credit if: (a) a technical failure on our side caused charms to be deducted without the corresponding feature being delivered (in many such cases the Service automatically restores or refunds the charms); (b) you were charged in error; or (c) applicable mandatory consumer law requires it. Contact support@charmloop.ai with your transaction details.
6. Failed generations
If a paid generation fails due to a system error, the Service is designed to not ultimately charge you for output you did not receive (charms are restored where the failure is on our side). If you believe charms were deducted for a failed generation that was not restored, contact support@charmloop.ai.
7. Chargebacks and disputes
Cryptocurrency payments are not reversible and are not subject to card chargebacks. If you believe you are entitled to a refund, contact us first at support@charmloop.ai; we aim to resolve issues fairly and promptly. Abuse of refunds, or attempts to reverse completed crypto payments through illegitimate means, may result in account termination.
8. How to request a refund
Email support@charmloop.ai from your account email with your transaction reference and a description of the issue. We will respond within a reasonable time and within any period required by law.
9. Changes and contact
We may update this Policy; the "Last updated" date will change. Questions: support@charmloop.ai.