Refund Policy

Refund, credit restoration, and request-handling rules for FoxMeld credits, subscriptions, and other digital products.

Last updated: Oct 4, 2026

1. Overview

This Refund Policy explains the circumstances under which FoxMeld (“we”, “us”, “our”) may provide refunds or credit restoration for credit packs, subscriptions, and other digital products. Together with the Terms of Service, this Policy forms part of your agreement governing your use of the FoxMeld service.

Credits and subscriptions are digital products and, once successfully delivered, are generally not refundable solely because you change your mind. We process refunds or remedies only under the specific scenarios listed below. Nothing in this Policy limits any mandatory consumer rights that cannot be waived under the laws of your jurisdiction.

2. Eligibility

FoxMeld is intended for users aged 18 and over. Refund requests may be made by the account holder or an authorized holder of the payment method. Account holders should contact us from their registered email where possible. If that email is unavailable or the payment method holder submits the request, we may require reasonable evidence of identity and payment ownership.

3. Refund Scenarios

The following are the specific scenarios in which we may accept a refund or credit-restoration request. Each scenario includes the submission method and required materials; please follow the corresponding instructions.

3.1 Duplicate Charges

If a platform or payment-channel error causes the same purchase to be charged more than once, we will verify the charges and refund the excess through the payment channel to the original payment method. If that method cannot receive the refund, we will agree another lawful refund method with you. Separate completed purchases of different plans or billing cycles are not automatically duplicate charges; we must review the orders and items purchased.

How to apply:

  • Email support@foxmeld.com with the subject line “Refund — Duplicate Charge”;
  • Provide your account email, approximate charge date and time, amount, and currency;
  • Attach the payment receipt or charge record showing the order, amount, and date, and redact full card numbers, CVVs, passwords, and unnecessary personal information;
  • Once the duplicate charge is verified, the overcharged amount will be refunded to the original payment method.

3.2 Paid but Not Delivered

If payment succeeds but purchased credits or subscription benefits are not delivered, we will verify the payment and grant the missing credits or benefits, or issue a refund if delivery is not possible. Payment confirmation may be delayed; check payment history and your account balance in “Credits & subscriptions”. Credits go to the purchaser’s account pool and do not directly increase a team space’s allocation. Allocate credits to the space separately for team use.

How to apply:

  • Email support@foxmeld.com with the subject line “Refund — Non-delivery”;
  • Provide your account email, order ID or payment transaction ID, payment date and time, and amount;
  • Attach a screenshot of the successful payment (showing the merchant name, amount, and date);
  • After verification, we will grant the missing credits or benefits, or issue a refund if delivery is not possible.

3.3 Failed Generations (Automatic Credit Restoration)

If a generation ultimately fails after credits have been reserved and no result is delivered, the system restores all credits reserved for that task without requiring an application. Reserved credits are also restored if you successfully cancel a queued task before it starts, or if it fails after exceeding the maximum queue waiting time. This restores FoxMeld credits; it is not a cash refund to a card or another payment method. For tasks funded by a team space, credits return to the original Owner’s account pool rather than becoming the submitting member’s personal credits.

If automatic restoration does not occur:

Credits that have not expired when restored retain their original expiry date. If the original credits have expired, only the restored portion receives a new validity period of 24 hours from restoration; other balances are not extended. Credits may remain reserved while a task is queued, running, or awaiting result confirmation. Check task details and the credit ledger for progress after failure is confirmed or restoration is processed. If an output is recovered after credits have been restored, we will deliver it without charging again.

  • Find the task in “Task center”, provide a screenshot of its details or a page link containing run_id, and check the restoration entry in the credit ledger;
  • Email support@foxmeld.com with the subject line “Credit Restore — Failed Generation”;
  • Provide your account email, a task detail link or screenshot, and the submission time. We will investigate and restore any credits not yet returned. Do not provide passwords or full payment card details.

3.4 Regional Restrictions and Model Unavailability

If the selected model is rejected at submission because the country or region of request origin is ineligible, no generation job is created and no credits are deducted. If credits are deducted because of a system error, contact us with your account email and the relevant job or request information; after verification, we will restore the affected credits.

A model being unavailable in a particular region, a provider changing its regional policy, or a listed model being suspended or removed does not by itself entitle you to a refund for a delivered subscription, credit pack, or Services already used. You may continue to use other models available to your account. This does not limit any mandatory refund or consumer rights under applicable law.

3.5 Statutory and Mandatory Consumer Rights

This Policy does not limit mandatory rights of cancellation, withdrawal, refund, or other consumer protection under applicable law. Include your purchase details and request when contacting us. You may identify the applicable right if known, but you do not need to cite a specific legal provision to submit a request.

3.6 Subscription Cancellation and Refunds

You may request cancellation of auto-renewal at any time under subscription management in “Credits & subscriptions”. Confirm that the page shows a successful cancellation; a pending status means cancellation is not yet confirmed. Once confirmed, subscription benefits remain active through the current paid period, and the subscription will not renew afterward. Remaining credits from that subscription expire no later than the end of the current paid period, without the additional 30-day monthly rollover. Other valid pay-as-you-go or promotional credits are unaffected.

Cancellation alone generally does not entitle you to a prorated refund for the current period, except where required by law or where another scenario in this Policy applies (such as duplicate charge or non-delivery).

When switching to a new plan or billing cycle permitted by the product, the new option takes effect upon full payment, with credits granted for the new period. Existing credits retain their expiry dates. Unused time from the old period is not refunded, credited toward the new purchase, or added to the new period. This does not affect remedies for duplicate charges or non-delivery, or statutory refund rights.

4. Cases Where We May Decline a Refund

To the extent permitted by law, we may decline a refund or remedy in any of the following circumstances:

  • The request involves fraud, malicious chargeback abuse, misappropriation of a payment method, or other unlawful activity;
  • The account, purchase, or use materially violates the Terms of Service or Acceptable Use Policy, and applicable law permits us to decline the refund request;
  • The credits or benefits were successfully delivered and have been substantially used, and there is no basis for refund such as duplicate charge, non-delivery, or a statutory right;
  • The request is based solely on dissatisfaction with the subjective quality of AI-generated results;
  • The inability to use the Service is caused by issues with your device, network, or payment method;
  • The request is based solely on a model being unavailable in your country or region, a model provider changing its policies, or a model being suspended, replaced, or removed, while other delivered Services or credits remain usable in your account;
  • The request is unreasonably delayed without good cause. For duplicate-charge and non-delivery claims, we recommend contacting us within 30 days of the charge, unless a longer period is required by law.

5. How to Request a Refund

Please follow the steps below to submit a refund request. The more complete the information you provide, the faster we can process it.

  • Step 1: Confirm that your scenario falls within the acceptable scope listed in Section 3 of this Policy (duplicate charge, non-delivery, failed generation, statutory rights, etc.);
  • Step 2: Email support@foxmeld.com from your registered account email where possible. If it is unavailable, explain the circumstances so we can verify identity and payment ownership;
  • Step 3: State the refund scenario in the email subject, such as “Refund — Duplicate Charge”, “Refund — Non-delivery”, or “Credit Restore — Failed Generation”;
  • Step 4: Provide your account email, order or payment transaction ID, charge date and time, amount and currency, and a description of the issue. For generation issues, provide a task detail link or screenshot and the submission time;
  • Step 5: Attach relevant screenshots and redact full card numbers, CVVs, passwords, and unnecessary personal information;
  • Step 6: Wait for our confirmation email and verification result. If additional information is needed, we will contact you by email.

6. Processing Timelines

We typically acknowledge receipt of a refund request within 2 business days. For verified duplicate-charge or non-delivery cases, restoration or refund is generally completed within 7–14 business days, depending on the payment provider's processing schedule. Your bank or payment provider may take additional time to post the funds to your account.

7. Relationship with Other Policies

This Policy should be read together with the following documents:

  • Terms of Service — governing the basic rights and obligations of using the Service;
  • Acceptable Use Policy — governing prohibited usage and content;
  • Privacy Policy — governing how personal information is collected and processed.

8. Policy Updates

We may update this Policy as laws, payment-channel requirements, or the Service change and will display the updated date on this page. We will communicate material changes through appropriate channels. Updates do not affect statutory rights arising from earlier purchases.

Contact Us

If you have any questions about this document, email us at support@foxmeld.com.