Summary
We sell prepaid credits that you spend on AI features (image generation, chat with vision, video generation). This page explains exactly when you can get money back, how to ask, and how long it takes. We follow a single principle: unused credits are refundable; used credits are not.
- Cooling-off: 14 days from purchase, you can ask for a refund of any unused credits, no reason needed.
- Used credits: non-refundable once an AI generation has been billed against them, because the upstream model has already been paid.
- Failed generations: automatically refunded to your balance within minutes — never billed.
- Processing: refunds reach the original payment method in 5–10 business days after we confirm them.
What you're buying
Each ISAAK credit pack is a one-off prepayment for a quantity of AI credits. Credits are spent at published rates whenever you trigger an AI action (Generate, Analyze, Compare, Tour). Credits do not expire while your account remains active. They are non-transferable and have no cash value outside the Service.
Credit packs are not a subscription. Nothing is auto-renewed. You buy what you need; you choose if and when to top up.
Statutory cooling-off (consumer)
If you bought as a consumer in a country with statutory cancellation rights — including the EU/EEA (Consumer Rights Directive), the UK (Consumer Contracts Regulations 2013), Brazil (CDC), Australia (ACL) and many others — you have at least 14 calendar days from the purchase date to cancel and receive a full refund of any unused credits.
Where local consumer law gives you longer or stricter protection, that local law prevails over this policy.
Used credits & access revocation
Credits become non-refundable the moment they are spent on a successful AI generation. We do not refund used credits because we have already paid the upstream AI provider. This is the standard for digital, on-demand AI services worldwide.
When we issue a refund, we revoke the corresponding number of credits from your balance first. If your balance is lower than the refund amount, the excess remains payable as a normal refund of money — never as a clawback of credits you've spent.
Failed or low-quality generations
If a generation fails for a technical reason (timeout, server error, content moderation block, malformed output), we do not bill you. The credits are returned to your balance automatically within minutes.
If a generation succeeds technically but the output is unsatisfactory in your judgement, we do not automatically refund the credits — AI output is inherently variable and you can re-run with a refined prompt. However, if you believe the result is so far below reasonable expectations that a refund is warranted, email us and we'll review the prompt, the output, and the cost, and decide on a discretionary basis.
How to request a refund
Email support@isaiak.com with:
- Your registered email.
- The order or invoice number, or the date of purchase.
- The reason (cooling-off, duplicate purchase, failed generation, etc.).
We acknowledge every request within 1 business day and resolve most within 3 business days. Once approved, the bank settlement takes a further 5–10 business days depending on your card issuer.
Refund methods
Refunds are issued to the original payment method. We do not refund to a different card, bank account, or wallet for fraud-prevention reasons. If the original method is no longer available (closed account, expired card), we work with you to confirm identity and may issue a credit-balance restoration on the account in lieu of money.
For currency-exchange differences, we refund the original USD amount; the credit appearing in your local currency is determined by your card issuer at the prevailing rate, which may differ slightly from the original charge.
Disputes & chargebacks
If you believe a charge is incorrect or unauthorised, please contact us first by email — most disputes are resolved the same day.
If you raise a chargeback with your card issuer without contacting us, we cooperate with the issuer's investigation in full. We will provide reasonable evidence (account email, IP, timestamps, generation logs, this policy) to demonstrate the validity of the charge. A chargeback that is later reversed in our favour does not trigger any penalty against your account, but repeated unfounded chargebacks may lead us to suspend the account in line with our Terms.
For online dispute resolution, EU/EEA customers can use the European Commission's ODR platform.
Account closure refund
If you close your ISAAK account, you may request a refund of any unused credits at the prevailing rate of $0.01 per credit (USD). Bonus credits granted as part of a pack (e.g. the +25% Pro bonus) are refunded at the same proportional rate as the base credits in the pack.
Account closure does not extinguish refund rights for the cooling-off period.
Free trial
Anonymous visitors get one free image generation and one free chat reply, drawn from a shared pool. The free trial has no monetary value and is not refundable. Using the free trial does not require a payment method, an account, or any commitment.
When refunds are not available
We reserve the right to decline refund requests in the following situations:
- Credits already spent on successful generations.
- Requests received outside the cooling-off period for reasons other than service failure on our side.
- Accounts that have abused the trial or chargeback system.
- Where the request would breach applicable anti-fraud or anti-money-laundering rules.
Where a request is declined, we explain the reason in writing and point you to your statutory recourse.
Tax invoices
Refunds include any taxes (VAT, GST, sales tax) you originally paid. We issue a corresponding credit note. If your business required a tax invoice for the original purchase, request a credit-note PDF when you ask for the refund.
Contact
- Refund requests: support@isaiak.com
- Disputes & escalation: support@isaiak.com
- Phone: +44 7477 487845
- Post: ISAAK LTD, 9 Prince Of Wales Terrace, London W8 5PG, England