Refunds
If something goes wrong with a purchase, contact us so we can review the transaction and help resolve the issue.
Requesting a review
Contact Naylalabs using the link below or the merchant contact information on your payment receipt. Include your account email, order or receipt reference, purchase date and a description of the issue. Do not send card numbers, passwords or API keys.
Credits and services
Requests concerning unused credits or services that have not been delivered are assessed individually based on the purchase, recorded usage and applicable rights. Usage already delivered is taken into account when determining any eligible refund. Submitting a request does not automatically approve a refund.
Errors and failed generation
Please report duplicate charges, an incorrect usage deduction or a paid feature that did not become available. Failed mascot animation jobs do not consume usage credit; any temporary reservation for that failed job is released. If your balance does not reflect this, include the project and approximate time in your request.
Processing approved refunds
Approved refunds for purchases made through Creem are processed through Creem. When the refunded amount becomes available depends on the payment provider and your bank. We do not promise a fixed processing time.
Your rights
This policy does not limit any mandatory consumer rights or remedies that apply to your purchase. Creem’s buyer terms also apply to transactions processed through its checkout.