Refund Policy
Refund Policy
Effective Date: 2025
Last Updated: 2025
z-image.ai is committed to providing a fair, transparent, and reliable refund process for all users. Because our product consists of digital goods and cloud-based compute services delivered instantly upon purchase, our refund rules differ from those for physical products. This policy describes when refunds may be granted, how they are processed, and the obligations of both users and z-image.ai.
1. Eligibility for Refunds
z-image.ai provides refunds in the following situations:
1.1 Duplicate Purchases
If you accidentally make the same purchase more than once, we will refund the duplicated transaction(s) upon verification.
1.2 Technical Issues Preventing Use
If you are unable to use z-image.ai due to a verified technical error on our platform, and the issue cannot be resolved by our support team, you may request a refund for unused credits.
1.3 Misdelivery of Credits
If purchased credits were not delivered to your account due to a system error, and we are unable to restore the credits within a reasonable timeframe, you are eligible for a refund.
2. Situations Not Eligible for Refunds
Refunds cannot be issued in the following cases:
2.1 Used Credits
Credits consumed to generate images or use the service are non-refundable, as compute resources have already been provided.
2.2 Change of Mind
We cannot offer refunds because a user:
- No longer wants the product
- Intended to use fewer credits
- Prefers a different service or model
- Misunderstood features that are already documented
2.3 Violations of Our Policies
Users who violate our Terms of Service or Content Moderation Policy (e.g., attempts to generate harmful or prohibited content) are not eligible for refunds.
3. Response Time
In accordance with Creem's requirements:
3.1 Merchant Response Window
z-image.ai responds to all refund requests within 3 business days.
3.2 Failure to Respond
If we do not respond within this timeframe, Creem may issue a refund on our behalf to ensure customer satisfaction.
4. Refund Review Process
To process a refund request, we may require:
- Transaction ID or receipt
- Email used for purchase
- Screenshots or error logs (if applicable)
- A brief description of the issue
Once your request is reviewed:
- Approved refunds are processed back to the original payment method
- Refund processing times vary depending on the payment provider (typically 3–10 business days)
5. One-Time Purchases vs. Subscriptions
z-image.ai currently uses a credit-based system. However, this section also applies to any future subscription plans.
5.1 Credits (One-Time Purchases)
Refunds apply only to unused credits.
5.2 Subscriptions (If Introduced Later)
Subscription refunds follow these principles:
- Subscriptions can be canceled at any time
- Previously used subscription cycles cannot be refunded
- Renewals that were unintentionally charged may be refunded if users contact support within 48 hours
6. Chargebacks
If a user initiates a chargeback:
- The affected account may be suspended pending resolution
- Any unused credits may be revoked
- Fraudulent chargebacks will be reported to Creem and may result in account termination
7. How to Request a Refund
To request a refund, users may contact:
Please include:
- Subject: "Refund Request – [Order ID]"
- A brief explanation of the issue
- Any supporting information
8. Policy Updates
z-image.ai may update this Refund Policy periodically to comply with new regulations, Creem requirements, or operational needs. Updates will be posted on this page.