Refund Policy

Failed generations and credit restoration

If Naleen charges NC for a generation and the generation fails without delivering the expected output, Naleen may automatically restore the eligible NC to your account. A credit restoration is an in-service balance correction and is not the same as a refund of money to a payment method.

Requests rejected before a billable generation is completed, including certain provider moderation or infrastructure failures, may also be eligible for automatic NC restoration according to the generation record and Naleen's billing logic.

Subscriptions

You can cancel a recurring subscription to prevent future renewals. A cancellation does not ordinarily refund a subscription period that has already begun or an annual subscription that has already been billed. If a billing error, duplicate charge, or other exceptional circumstance occurs, contact Naleen Support so the transaction can be reviewed.

Top-off credit purchases

Purchased NC top-offs are generally final once delivered to the account, particularly after any portion has been used. If a top-off was duplicated, not delivered, or charged incorrectly, contact Support for review. Nothing in this policy limits refund rights that applicable law requires.

How to request a billing review

Sign in to Naleen and open Support. Include the billing or generation issue, approximate date, and relevant project or transaction details. Do not send full payment card numbers or passwords. We may need to verify account ownership and transaction records before resolving a request.

Provider failures are not cash refunds by default

When the underlying issue is an AI generation failure, Naleen's normal remedy is restoration of the NC charged for that generation rather than a cash refund of a subscription or top-off purchase. This keeps generation accounting separate from the original purchase while preserving the credits you paid to use.