Last updated 13 November 2026
Credits you have not spent can be refunded. Credits you have spent cannot, because the render has already been paid for upstream the moment it was submitted.
The rule
| Situation | Outcome |
|---|---|
| Unused credits, within 14 days of purchase | Full refund to the original payment method |
| Unused credits, after 14 days | Refund at our discretion — email us and we will review it |
| Credits spent on successful renders | Not refundable |
| A render that failed or was cancelled | Returned to your balance automatically — nothing to request |
| Duplicate or unauthorised charge | Full refund once verified |
Why spent credits are not refundable
Every render is paid for upstream at submission, whether or not it succeeds. Refunding spent credits would mean paying twice for the same clip. This is also why a failed render costs you nothing: we absorb that, not you.
How to request a refund
- Email gexon.tech@outlook.com from the address on the account.
- Include the Stripe receipt number, or the date and amount of the top-up.
- Tell us how many credits are unused.
We reply within 2 business days and process approved refunds within 5 business days. Stripe returns the money to the card you paid with; your bank may take a further 5–10 days to post it.
Chargebacks
Please contact us before raising a chargeback with your bank — most issues are resolved the same day. A chargeback freezes the credits under dispute while it is investigated, and may lead us to suspend the account until it is settled.
EU and UK consumers
If you are a consumer in the EU or the UK you have a 14-day right to withdraw from a digital purchase. By topping up and starting to generate, you ask us to begin performance immediately and acknowledge that you lose the withdrawal right over credits already spent.
Price changes
We may change prices. A change never affects credits you already hold, and never retroactively changes what a past top-up bought.
Contact
GEXON TECHNOLOGY LIMITED — gexon.tech@outlook.com. We answer billing questions within 2 business days, Hong Kong time.