Refund & Cancellation Policy

1. How prepaid credits work

NexAI Studio is prepaid. A top-up, paid in rupees through Razorpay, is an advance for our AI image and video generation services, and adds credits to your account. Credits are usage units with no cash value; each image uses credits from your credit balance. 18% GST is added on top of each top-up at checkout, and a GST tax invoice is issued for it. There is no subscription, so nothing renews and nothing is charged automatically. Credits do not expire.

2. Failed or cancelled images

When you press Shoot, the price of each image is held from your balance. You are charged only when the finished image is delivered. If an image fails, or you cancel it before it is delivered, it is never charged and the hold is released automatically. You do not need to ask.

If a delivered image is clearly broken (for example, a corrupted file or the wrong product), email us within 7 days with the batch and image. If we agree, we add the credits back to your credit balance. Images you simply do not like are not refunded; you can reshoot them.

3. Refunding unused balance

• You can ask for a refund of paid credits you have not used, at any time, with no time limit. We refund to the original payment method only.
• Credits are used paid-first: paid credits are used before bonus and free credits. So the refundable amount is your remaining balance minus any unused bonus credits.
• Top-ups carry 18% GST on top of the amount you prepay. When we refund unused paid credits, we also refund the GST paid on that amount. For example, ₹1,000 of unused paid credits refunds ₹1,180.
• If you need a GST record of a refund, write to us and we will send you the refund details against your original tax invoice.
• Bonus credits from larger top-ups, and free credits such as a welcome credit, are not refundable. If you are refunded a whole top-up, its bonus credits are removed from your credit balance.
• Credits already spent on delivered images are not refundable. Credits held for images still being made can be refunded only if those images fail or are cancelled.
• To ask, email rahul@nexailabs.com from your account email with your workspace name, the amount, and the Razorpay payment ID from your receipt.

4. Payment problems

• Money taken but no credits: we check unconfirmed top-ups against Razorpay automatically and add the credits once the payment is confirmed. If your credits have not appeared within 24 hours, email us with the payment ID.
• A payment that failed but was still debited by your bank is usually reversed by Razorpay or your bank without any action from you. If it has not come back within 7 working days, email us and we will chase it.
• Charged twice for the same top-up: credits are added only once per top-up. Email us and we refund the duplicate in full to the original payment method.
• If you dispute a payment with your bank, we may hold or remove the matching credits while the dispute is open.

5. Timelines

• We reply to refund requests within 2 working days.
• Once approved, we start the refund within 5 to 7 working days.
• Your bank or card issuer may then take a further 5 to 7 working days to show it. UPI refunds are usually faster.
• Credits added back to your credit balance appear straight away.

6. Cancelling your account

There is no plan to cancel. To close your account, email rahul@nexailabs.com from your account email. We refund any unused paid balance under section 3 and delete your data as set out in our Privacy Policy. If we close an account for breaking our Terms of Service, we refund its unused paid balance unless the law or a fraud investigation stops us.

7. Contact

Refund and billing questions: rahul@nexailabs.com. Our full contact details are on the Contact page.