Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy explains the terms and conditions for refunds on credit purchases made through Gamable ("Service", "we", "us", or "our"). This policy applies to all users and is designed to be fair while protecting both parties.

By purchasing credits on Gamable, you acknowledge and agree to this policy.

2. General Refund Principles

2.1 Digital Nature of Service

Gamable provides a digital service involving AI-generated content. Once credits are used to generate games, the service has been rendered and the digital content has been delivered.

2.2 Credit-Based System

• Credits are purchased in packages
• Credits are consumed when generating games
• Unused credits remain in your account
• Credits do not expire unless otherwise stated

3. Refund Eligibility

3.1 Eligible Refund Scenarios

Refunds may be granted in the following circumstances:

Duplicate Charges:

• Accidental duplicate purchases
• Multiple charges for the same transaction
• Timeframe: Report within 30 days
• Refund: Full refund of duplicate charges

Technical Failures:

• Credits deducted but no game generated
• Service error preventing game generation
• Credits lost due to platform malfunction
• Timeframe: Report within 14 days of incident
• Refund: Credits restored or refund of affected amount

Unauthorized Transactions:

• Fraudulent charges on your account
• Transactions you did not authorize
• Timeframe: Report immediately upon discovery
• Refund: Full refund after investigation

Service Unavailability:

• Extended platform downtime preventing credit use
• Major service disruption affecting all users
• Timeframe: Case-by-case basis
• Refund: Partial refund or credit compensation

Non-Delivery of Service:

• Payment processed but credits not added to account
• Timeframe: Report within 48 hours
• Refund: Full refund or credit addition

3.2 Non-Eligible Refund Scenarios

Refunds will NOT be granted for:

Normal Use:

• Credits used to successfully generate games
• Dissatisfaction with generated game quality or content
• Change of mind after credits have been used
• User error in prompt creation

Account Issues:

• Account termination due to Terms of Service violations
• Voluntary account closure with unused credits
• Failure to use credits within usage period (if applicable)

Quality Expectations:

• Generated games not meeting subjective expectations
• AI output variations or unpredictability
• Desire for different game features or mechanics
• Technical limitations of generated games

Partial Use:

• Credit packages where some credits have been used
• Promotional or bonus credits

4. Refund Request Process

4.1 How to Request a Refund

Step 1: Contact Support

• Email: [email protected]
• Subject line: "Refund Request - email address"
• Include: Email address, transaction ID, purchase date, reason for refund

Step 2: Provide Information

• Detailed description of the issue
• Screenshots or error messages (if applicable)
• Any relevant documentation

Step 3: Investigation

• We will review your request within 5 business days
• We may request additional information
• You will receive a response with our decision

Step 4: Resolution

• Approved refunds processed within 7-10 business days
• Refunds issued to original payment method
• You will receive confirmation email

4.2 Required Information

To process refund requests, we need:

• Full name and account email
• Transaction ID or order number
• Date of purchase
• Amount paid
• Detailed explanation of refund reason
• Supporting evidence (if applicable)

5. Refund Methods and Timing

5.1 Refund Processing

Method:

• Refunds are issued to the original payment method
• Processed through Stripe, our payment processor
• No alternative payment methods for refunds

Timing:

• Request review: 1-5 business days
• Approved refunds processed: 3-5 business days
• Bank/card processing: 5-10 business days
• Total timeframe: Up to 15 business days

5.2 Partial Refunds

In some cases, we may offer partial refunds:

• Credit packages where only some credits were used
• Pro-rated refunds for specific circumstances
• Determined on a case-by-case basis

5.3 Alternative Resolutions

Instead of refunds, we may offer:

• Additional credits as compensation
• Extended service access
• Priority support
• Account credit for future purchases

6. Credit Expiration and Unused Credits

6.1 Credit Validity

• Credits do not expire under normal circumstances
• We reserve the right to implement expiration with 90 days notice
• Any expiration policy will not apply retroactively

6.2 Account Closure

• Closing your account forfeits unused credits
• No refunds for unused credits upon voluntary closure
• Exception: Account closure due to our Terms violation

7. Promotional Credits and Bonuses

7.1 Promotional Credit Terms

• Bonus credits from promotions are non-refundable
• May have different terms than purchased credits
• May expire according to promotion terms

7.2 Referral Credits

• Credits earned through referral programs are non-refundable
• Subject to referral program terms

8. Subscription Services (If Applicable)

8.1 Subscription Cancellation

If we introduce subscription services in the future:

• You may cancel at any time
• Cancellation takes effect at end of billing period
• No refunds for partial billing periods
• Access continues until period ends

8.2 Subscription Refunds

• First payment refundable within 7 days if unsatisfied
• Subsequent payments are non-refundable
• Technical issues may warrant pro-rated refunds

9. Chargebacks and Disputes

9.1 Chargeback Policy

Before Filing a Chargeback:

• Contact us first to resolve the issue
• Most issues can be resolved quickly through support
• Chargebacks may result in account suspension

If Chargeback Occurs:

• We will provide evidence of service delivery to payment processor
• Your account may be suspended during investigation
• Unjustified chargebacks may result in permanent ban

9.2 Dispute Resolution

• We encourage resolving disputes directly with us
• Faster resolution than chargeback process
• Preserves account access during resolution

10. Fair Use and Abuse Prevention

10.1 Refund Abuse

We reserve the right to deny refunds or suspend accounts for:

• Repeated refund requests indicating abuse
• Pattern of purchasing, using, and requesting refunds
• Fraudulent refund claims
• Violation of Terms of Service

10.2 Investigation Rights

We reserve the right to:

• Investigate all refund requests
• Request additional information or evidence
• Deny requests that appear fraudulent
• Ban users who abuse refund policy

11. Force Majeure and Service Changes

11.1 Service Discontinuation

If we discontinue the Service:

• Advance notice of at least 90 days
• Refunds for unused credits purchased within 90 days
• Pro-rated refunds for subscription services

11.2 Unforeseen Circumstances

We are not liable for refunds due to:

• Force majeure events
• Third-party service failures
• Government actions or regulations
• Circumstances beyond our reasonable control

12. Geographic Considerations

12.1 EU Consumer Rights

For EU residents:

• 14-day withdrawal right for first purchase (unused credits)
• Acknowledgment that service begins immediately
• Waiver of withdrawal right once credits are used

12.3 Other Jurisdictions

Consumer rights may vary by location. This policy complies with applicable consumer protection laws. Where local law provides greater protection, those protections apply.

13. Currency and Exchange Rates

13.1 Refund Currency

• Refunds issued in original purchase currency
• Exchange rate fluctuations not our responsibility
• No compensation for currency conversion fees

14. Tax and Fees

14.1 Refund Calculations

• Refunds reflect the amount paid (including any taxes)
• Payment processing fees are non-refundable
• Third-party fees (bank fees) are your responsibility

15. Changes to This Policy

15.1 Policy Updates

We may update this policy to reflect:

• Changes in business practices
• Legal or regulatory requirements
• Service improvements

15.2 Notification

• Material changes communicated via email
• 30 days notice before significant changes
• Continued use constitutes acceptance

16. Contact Information

For refund requests or questions about this policy:

• Support Email: [email protected]
• Response Time: 1-5 business days
• Business Address: Göteborg, Sweden

When Contacting Us, Include:

• Subject: "Refund Request"
• Account email address
• Transaction details
• Specific reason for refund
• Any supporting documentation

17. Customer Satisfaction Commitment

While this policy sets clear boundaries, we are committed to customer satisfaction:

• We genuinely want you to have a positive experience
• We will work with you to resolve legitimate concerns
• We value long-term customer relationships
• We consider each situation individually

If you experience issues with the Service, please contact us before requesting a refund. We may be able to resolve your concern through:

• Technical support and troubleshooting
• Additional credits or compensation
• Feature adjustments or improvements
• Alternative solutions

18. Acknowledgment

By purchasing credits on Gamable, you acknowledge that:

• You have read and understood this Refund Policy
• You agree to these terms and conditions
• You understand credits are non-refundable once used
• You accept the digital nature of the Service