Refund Policy

Effective 5 August 2026

Tokens pay for generation that costs us money the moment it runs, so the rules below are specific rather than general. The short version: you are never charged for work that failed, and you can always get unspent tokens back within 14 days.

Automatic — you do nothing

• A generation that fails is refunded in full, automatically.
• A generation that never completes is refunded once it times out.
• Reusing an existing image or clip costs nothing — you are only charged for new work.
• A batch you cancel does not charge for anything that had not started yet.

Unspent tokens

Within 14 days of a purchase you may request a refund of the tokens from it that you have not spent. We refund the unspent portion pro rata to your original payment method. Email support@urbnchld.com from your account address.

What we do not refund

• Generations that succeeded but that you did not like. These models are non-deterministic; an image you would not have chosen is still an image we paid to produce. Start small before committing to a batch.
• Clips already sent to the provider when you cancelled. They finish and appear in your project — you receive the work you paid for. The interface warns about this before a batch starts and while it runs.
• Tokens spent before an account was suspended for violating the Acceptable Use Policy.
• Tokens from a purchase more than 14 days old.

If something goes wrong

If tokens were deducted and you got nothing usable, that is a bug, not a purchase — tell us and we will restore them. Every token movement is recorded in a ledger, so we can check exactly what happened rather than guessing. Email support@urbnchld.com with roughly when it occurred.

Statutory rights

Nothing here limits rights you have under consumer law. If you are in the UK or EU you have a statutory right to cancel a digital purchase within 14 days; where you have already spent tokens, that consumption is treated as digital content supplied with your consent, and the unspent balance is what remains refundable.

Timing

Approved refunds are issued to the original payment method, usually within five business days. How quickly it appears is up to your bank.