Refund Policy

The services are provided remotely, in electronic form, and are paid for with Mesh tokens. Tokens cannot be exchanged for money at the user’s request, but the user may refuse the services and receive back the cost of the portion not provided (Article 782 of the Civil Code, Article 32 of the Consumer Protection Law) — in the manner described below.

Spent tokens are deemed to be the cost of services actually provided and are not refundable: the generation result has been received, and the neural network provider has been paid for the work.

A refund is made in rubles in the same manner and to the same source (bank card, SBP) as the payment was made.

If a generation was not completed due to an error of the service or the provider and there is no result, the spent tokens are returned to the balance automatically — there is no need to contact support.

If tokens were debited twice for one request, the excess debit is returned to the balance automatically or upon a request to support.

The user may at any time refuse unused purchased tokens and demand a refund of the money.

Purchased tokens are all tokens credited for payment of a top-up: the tokens of a Top-up Package, including the package’s gift tokens (“+N as a gift”), and the tokens of a top-up for a custom amount. The gift tokens of a package are included in its price: they do not expire and, in a refund, are counted on a par with the other tokens of the package.

The price of a purchased token is determined separately for each payment: the amount paid divided by the number of tokens credited for that payment (for a Top-up Package — together with the gift tokens, for a custom amount — at the rate on the date of payment).

The refund amount is the sum across payments: the number of unused purchased tokens attributed to a payment multiplied by the token price of that payment. If there were several top-ups, the balance of purchased tokens is attributed first to the payments with the highest token price, and, where the price is equal, to the later ones; no more tokens are attributed to a payment than were credited for it. If the tokens of a payment were not spent, the entire amount paid for it is refunded.

Example: for a package of 5,000 tokens with 350 gift tokens, an amount S was paid. If nothing has been spent from it, the entire amount S is refunded. If 1,000 tokens have been spent, 4,350 × S / 5,350 is refunded.

Bonus, promotional and referral tokens are credited without payment, therefore no money is refunded for them. The gift tokens of a Top-up Package do not fall into this category.

The balance of purchased tokens is determined from the account’s transaction history, taking into account the order of debiting: first bonus tokens, then subscription tokens, then purchased tokens, then referral tokens.

Disabling auto-renewal and cancelling a subscription are different actions. After auto-renewal is disabled, the subscription, its tokens and privileges remain in effect until the end of the paid period. Cancellation of a subscription with a refund is made by a request (section “How to Request a Refund”); from the moment of the refund, the subscription and its privileges (discount on generations, queue priority and others) cease, and auto-renewal is disabled.

The user may cancel the subscription at any time. The refund amount consists of:

• the cost of the months of the paid period that have not yet begun (no tokens have been credited for them) — in full: the cost of the period divided by the number of months in the period, for each such month;
• the cost of unused subscription tokens already credited for the current and past months, including those carried over from previous months and periods: the number of such tokens multiplied by the subscription token price.

The subscription token price is the cost of the paid period divided by the number of tokens credited for the entire period (the number of months in the period × the monthly credit under the plan). If unused subscription tokens were credited for periods with different token prices, the balance is attributed first to the tokens with the higher price.

Example: a 12-month subscription costing S with a credit of 7,000 tokens per month (84,000 tokens for the period). In the second month the User spent 7,000 tokens and cancels the subscription. 10 months have not begun — 10 × S / 12 is refundable; 7,000 credited tokens are unused — a further 7,000 × S / 84,000 = S / 12. In total, 11/12 of the cost of the period is refunded.

If the subscription was renewed automatically and the tokens of the new period were not used, the full cost of the new period is refunded.

The final refund amount is rounded to the kopeck in favor of the User.

Unused subscription tokens, including those carried over, are taken into account in a refund while the subscription is active. When the subscription terminates without renewal, the remaining subscription tokens expire (public offer, section on tokens), therefore cancellation of the subscription with a refund must be declared before the end of the paid period.

A payment is refunded in full if:

• the money was debited by mistake or twice for one purchase;
• the payment went through but the tokens or subscription were not credited, and this could not be remedied;
• the service is materially unavailable through the fault of the service, and its availability has not been restored within a reasonable time.

Money is not refunded for:

• tokens spent on completed generations, including where the result did not meet the user’s expectations: the style, accuracy and creative quality of a neural network’s result are not a defect of the service;
• bonus, promotional and referral tokens, as well as bonus tokens that have expired;
• subscription tokens that expired after the subscription terminated, if cancellation was not declared before the end of the paid period;
• services provided during a period of account suspension for violation of the terms of the offer — to the extent permitted by legislation.

Contact us by phone +7 961 674-10-00 or via the support chat / Telegram in your personal account and state:

• the subject of the request, “Refund”;
• the date and amount of the payment (or the payment identifier from the receipt);
• what needs to be refunded: a subscription, a top-up package or a mistaken payment, and the reason.

To verify the payment and the token balance, the Contractor may request additional information. Do not state bank details or the card number in the message.

The Contractor reviews the request and makes a decision within 10 calendar days of receiving it.

An approved refund is sent by the payment service in the same manner in which the user paid, with the issuance of a fiscal refund receipt. The crediting period is determined by the bank: usually up to 7 business days, in some cases up to 30 calendar days.

For legal entities and individual entrepreneurs, the refund procedure is determined by the public offer and the contract; the provisions of the Consumer Protection Law do not apply to them.

For refund questions: phone +7 961 674-10-00, support chat / Telegram in the personal account, address: Moscow, Russia.

If you disagree with the decision, send a claim using the same contact details; the right to apply to Rospotrebnadzor or to court is preserved.