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Refund Policy

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Summary. Failed generations never cost you anything: their credits come back automatically. You can cancel a subscription at any time; it stays active until the end of the period you paid for, and your credits stay usable until they expire. Annual plans are paid for a year in advance and their credits arrive monthly: if you cancel or move to a higher plan, the rest of the year isn't refunded and isn't lost, because its credits keep arriving until the year ends. Because DesAIgner is delivered digitally and starts as soon as you pay, purchases are not refundable once delivery has started, except where the law requires it or in the cases listed in section 7. Payments and refunds are handled by our reseller, Creem, under its Buyer Terms.

1. Who handles payments and refunds

Purchases of DesAIgner plans and credit packs are made from Creem, operated by Armitage Labs OÜ (Estonia), which acts as our reseller and merchant of record. It takes the payment, issues the invoice and processes any refund, to the payment method you used. Its buyer terms (Creem's Buyer Terms of Service) apply to the purchase, together with this policy, and this policy follows them. Nothing in this policy limits a refund right those buyer terms or mandatory law give you.

Please contact us first about any refund (section 8). If we can't resolve it, you can escalate to Creem through its customer portal; Creem decides under its Buyer Terms and this policy.

2. Failed generations are never charged

This is automatic and needs no request. When you start a step, its credits are held. Each item is charged only if it succeeds. If it fails, its credits are returned to your account straight away, to the same grants they came from and with the same expiry dates. You can see every hold, charge and return in the credit history on your Billing page.

A retried or regenerated step is priced like any other step: it is charged if it succeeds and returned if it fails.

If you delete a project while it is generating, the credits held for steps that haven't started are returned straight away. A step whose request to our AI provider was already under way when you deleted the project is charged, because that request can't be called back (see the Terms of Service).

3. Subscriptions

  • Cancel at any time on your Billing page, or in the Creem customer portal, which is linked from every Creem receipt.
  • Cancelling stops the next renewal. Your plan stays active until the end of the current billing period (on an annual plan, the end of the year you paid for), including the ability to buy credit packs.
  • After that, no new monthly credits are added. Every credit you already hold stays usable until its own expiry date.
  • Annual plans are paid for a year and their credits arrive monthly; if you cancel or move to a higher plan, the rest of the year isn't refunded and isn't lost: its credits keep arriving until the year you paid for ends.
  • We don't refund the remaining part of a billing period or a year you have already started, or credits you haven't used, except as described in sections 5 and 7 or where the law requires it.
  • If you resume your subscription on your Billing page before the period ends, the cancellation is simply undone.
  • Deleting your account is different from cancelling: it cancels your subscription immediately, the rest of the billing period (or of the year on an annual plan) is not refunded, monthly credits not yet added are not added, and every credit left on the account is lost (see the Terms of Service). To keep what you paid for, cancel first and delete your account after the period ends.

4. Upgrades and downgrades

  • Upgrade (Free to Pro or Studio, Pro to Studio, or monthly to annual billing on the same or a higher plan): takes effect as soon as your payment for the new plan is confirmed. A new billing period (on an annual plan, a new year) starts, you pay the full price of the new plan and receive its monthly credits. There is no proration: the unused part of your previous period is not refunded, but the credits it gave you stay usable until they expire. If you move up from an annual plan, the monthly credits you already paid for keep arriving until that plan year ends.
  • Downgrade with the same billing (Studio to Pro, both billed monthly or both billed annually): takes effect at the end of the current billing period, or at the end of the year you paid for on an annual plan, and the new plan is billed automatically from then on. Nothing is refunded, and nothing you hold is removed; an annual plan keeps adding its monthly credits until its year ends.
  • Moving down between monthly and annual billing (annual to monthly billing on the same plan, or from Studio to Pro with a change between monthly and annual billing): nothing is charged when you make the change. Your current plan ends at the end of the current billing period, or at the end of the year you paid for on an annual plan, and your account is then on the Free plan. Nothing is refunded, and nothing you hold is removed; an annual plan keeps adding its monthly credits until its year ends. The new plan isn't started or charged automatically: it starts only when you complete a new checkout for it at its full price.

5. Credit packs and unused credits

Credit packs are a one-time purchase. Their credits last 365 days. Unused or expired credits, whether from a pack, a subscription or the free grant, are not refundable and have no cash value, except:

  • where we close your account or stop offering the Service for a reason other than your breach of our Terms (see the Terms of Service): we refund the unused part of your prepaid subscription period (on an annual plan, including the months whose credits haven't been added yet) and any unexpired paid credits;
  • in the cases listed in section 7.

If you delete your account yourself, every credit still on it, paid or free, is forfeited and not refunded (section 3).

The free credits you receive once you confirm your email address are free, so there is nothing to refund.

6. Right of withdrawal (EU, EEA and UK consumers)

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you normally have 14 days to withdraw from a distance purchase. DesAIgner is digital content and a digital service that is delivered immediately after payment: your plan and credits are available at once (on an annual plan, the plan and the first month's credits at once, and the rest of the year's credits month by month).

At Creem's checkout you expressly ask for delivery to start immediately and acknowledge that you lose your right of withdrawal once delivery has begun, as set out in Creem's Buyer Terms. Creem confirms this in your receipt. As a result, once your plan or credits have been delivered, the purchase can't be withdrawn from or refunded under the withdrawal right.

If delivery has not started (for example, the payment went through but your plan or credits were never added to your account), you can still withdraw within 14 days: email faris@elevatesolutions.ba with your order number and you will get a full refund. Mandatory consumer rights in your country are not affected.

This section doesn't apply to purchases made for business purposes.

7. Other cases where we refund

Contact us and we will put things right, with a refund to the original payment method where appropriate, if:

  • you were charged twice for the same purchase, or charged after cancelling in time;
  • you were charged the wrong amount;
  • a technical fault on our side meant you couldn't use what you paid for for a significant part of the billing period, and returning credits didn't fix it;
  • a refund is required by law.

We may also make goodwill refunds or add credits at our discretion. That doesn't create a right to the same in the future.

8. How to ask for a refund

Email faris@elevatesolutions.ba from the email address on your DesAIgner account, with:

  • the order or invoice number from your Creem receipt, or the date and amount of the charge (it appears on your card statement as CREEM.IO* STORE);
  • what went wrong.

We reply within 5 business days. Approved refunds are processed by Creem to your original payment method. When a refund is issued, the matching share of that purchase's unused credits is removed from your account; credits you have already used are never taken back or charged for. On an annual plan, credits the plan hasn't added yet are removed first, starting with the last months of the year. If a payment for an annual plan is refunded in full, none of that year's remaining monthly credits are added, and if it paid for your current plan year, your plan ends. Your bank or card provider may take a further 5 to 10 business days to show it.

9. Chargebacks

Please contact us before disputing a charge with your bank: most problems are faster to fix directly. If a payment is disputed or charged back, the unused credits from that payment are removed from your account and the subscription it paid for ends straight away. For an annual plan, none of that year's remaining monthly credits are added. We may also suspend the account while the dispute is open.

10. Changes and contact

We may update this policy. The version that applies to a purchase is the one published on the day you made it. Questions: faris@elevatesolutions.ba.