Refunds, Cancellation and Disputes
13. Refunds, Cancellation and Disputes
Card payments are not available during the private beta (see section 5). This section states the terms that govern credit refunds. It applies to credit added to your account by our team today, and to purchased credit when card payments begin.
Purchased credit you have not spent. If you buy credit and change your mind, you can ask for a refund of the part you have not spent. Ask within 14 days of adding it, through the contact form or by email to support@latinacastings.com. We refund the unused amount to the card you paid with.
Team-added credit. Credit added to your account by our team, for example a courtesy or beta grant, has no cash value and is not refunded.
Spent credit. Credit already spent on a completed generation or a completed chat message is not refunded. The price was shown to you before you committed, and the compute behind it was used the moment you did.
The one automatic exception. If a generation you paid for fails on our side, the price is returned to your balance automatically. You do not need to ask. The refund appears as its own line on your credit statement on the Credit page.
Prepaid only. Your credit balance is prepaid. Every paid action takes its price from your balance before the work starts, and an action your balance cannot cover does not start. We never bill you after the fact, and nothing renews or charges automatically.
What a refund or chargeback does to your balance. If a card payment is refunded, or reversed by your card issuer (a chargeback), we remove the amount of that payment from your credit balance. If your balance is lower than that amount because the credit was already spent, your balance goes to zero and we absorb the difference. Your balance never goes below zero, and we never bill you or collect the difference from you. When a chargeback is opened on your account, we suspend the account until we have reviewed it. If the chargeback was for credit you had already spent, we may close the account under section 9.
Chargebacks. If you have paid by card, please contact support before opening a dispute with your card issuer. Most billing questions are settled the same day, and a dispute freezes the charge for weeks. We answer at support@latinacastings.com. The 14 days above are the window for asking us for a refund. They do not limit your right to dispute a charge with your card issuer, and we do not refuse a dispute because of them. If a chargeback is filed on a charge you asked us about, we will send the issuer our record of the charge, the balance it created, and how it was spent.
Closing your account. There is no subscription to cancel. You can deactivate your account at any time from Account settings. Deactivating disables sign-in; it does not delete your data or your published models, and support can reactivate the account on request. If you have unused purchased credit when you close your account, we refund it on request, if you ask within 14 days of adding that credit. To have your data deleted, email support@latinacastings.com.
Questions. Write to support@latinacastings.com or use the contact form and choose "Credit & Payments" as the topic.