Refund Policy

Visxy Last Updated: September 14, 2026

1. What this policy covers

This Refund Policy explains when you can get your money back, how to ask, and what we cannot do for you. It forms part of our Terms of Service and uses the same definitions. Where the Terms and this policy describe the same thing differently, this policy governs refunds.

It covers every paid product Visxy sells:

• Premium — Monthly, Yearly, and Lifetime plans.
• Generator plans — the recurring plans that grant AI Generator credits and include Premium for as long as the plan is active.
• The credits those plans grant, including credits spent on an AI Tool's paid path.
• Credit packs — one-time purchases of additional credits for someone who holds a Generator plan.

Credits we add to an account without a purchase were not paid for, so there is nothing to refund on them (Terms, Section 6A.2).

A Creator Partnership balance is not a payment. Premium or credits obtained by spending a partnership balance were not bought with money, so they are covered by Section 5B rather than by the refund rules for purchases.

It covers every channel a purchase can be made through, and applies the same rules to all three:

• the web, at visxy.com, where payment is processed by Paddle acting as our Merchant of Record;
• the iOS app, where payment is processed by Apple's In-App Purchase system;
• the Android app, where payment is processed by Google Play Billing.

One policy, three channels — but where a store's own refund rules are mandatory or more generous than this policy, those rules apply to purchases made in that store. We never apply this policy to reduce a right Apple, Google, or your own consumer law gives you.

A mobile application for iOS and Android is in development and has not been released. The parts of this policy that refer to a store purchase take effect if and when that application is published; they do not describe anything you can buy today.

Free things have nothing to refund. Guest prompt copying, a free account, and the AI Tools that run entirely in your browser cost nothing, take no payment, and are outside this policy.

2. Where to ask depends on where you bought

We can only refund money we actually received. A purchase made inside an app store is a purchase from that store, billed to your store account — we never see the payment, and we have no technical ability to reverse it.

If you are not sure where a purchase was made, write to us and we will tell you — your account records which channel each plan came from.

We will still help with a store purchase. We can confirm what you bought, when the plan started, and whether it was used, and we will put that in writing for you to give to Apple or Google. What we cannot do is issue the refund, cancel the subscription, or overrule the store's decision.

3. Changing your mind — the statutory withdrawal right

If you are a consumer in the EU, the EEA, or the United Kingdom, distance-selling law gives you 14 days to withdraw from a contract without giving a reason. Turkish law gives an equivalent right under the Distance Contracts Regulation.

Digital content and digital services are the exception in all three regimes. The right to withdraw is lost once supply begins, provided you gave your express consent to immediate supply and acknowledged that you were giving up the withdrawal right by doing so. Our checkout asks for both before taking payment, because a plan is usable the moment it is paid for.

In practice:

• You have not used the plan yet. Ask within 14 days of the purchase and we refund it in full, whatever the channel and whatever the reason. "Used" means you copied a premium prompt, spent a credit, or downloaded gated media.
• You have used the plan. The withdrawal right no longer applies, and Sections 4 to 7 decide the outcome.
• A store purchase. Apple and Google operate their own withdrawal handling for their own markets. Ask them, and tell us if they refuse a right you believe you have — we will look at it.

Nothing in this section limits a mandatory consumer right you hold under Turkish Consumer Protection Law No. 6502, the EU Consumer Rights Directive, or the UK Consumer Rights Act 2015. See Section 11.

4. Premium plans

4.1 Monthly and Yearly

These renew automatically until you cancel.

• Cancelling stops the next charge. It does not refund the current period. Your Premium access stays live until the end of the period you have already paid for — you are not losing anything you paid for, and we do not cut access short on cancellation.
• A renewal you did not notice. If you are charged for a new period and ask within 14 days of that charge, and you have not used Premium during the new period, we refund it in full and end the plan. This is deliberately more generous than the withdrawal right, because an unnoticed renewal is not a purchase decision anyone made.
• Part-periods are not refunded when you cancel voluntarily partway through.

4.2 Lifetime

The Lifetime plan is a one-time payment for permanent Premium access, priced at approximately 2.5 times the annual price. It does not renew and needs no cancellation.

Early-termination refund. If your Lifetime access ends early because of a decision by us — we discontinue the Lifetime plan, or the Service itself — within 30 months of your purchase date, write to support@visxy.com and we will refund the remaining months pro rata against that 30-month figure. If your access ends 14 months after purchase, the refund is 16/30 of what you paid. After 30 months no refund is due: you have received value equal to the amount paid.

This does not apply if your access ends because your account was suspended or terminated for breaching the Terms (Section 7).

5. Generator plans and credits

A Generator plan is a recurring plan. Everything in Section 4.1 applies to it, and credits add three rules of their own.

• A credit is spent when a generation completes. A completed generation has been delivered and paid for on our side — we have already paid the model provider — so the credits behind it are not refundable.
• A failed, refused, cancelled, or expired generation is never charged. Credits are held while a generation runs and returned to your balance in full if it does not complete. That return is automatic and immediate; it is not a refund and you do not have to ask for one.
• Unused plan credits expire at the end of each period and have no cash value. They cannot be transferred, sold, or redeemed for money. Where we do refund a period under this policy, we refund the money you paid, pro rata — never a balance of credits.

If the Generator is unavailable for a long stretch of a period you paid for. If we pause or withdraw the Generator, and it is unavailable for more than 7 consecutive days inside a period you have already paid for, you may choose either an extension of that period by the time lost or a pro-rata refund of it. Write to support@visxy.com. This does not cover a single model being retired or a provider outage we route around within that window, and it does not cover an interruption caused by your own breach of the Terms.

Output quality is not a refund ground. Generated output comes from third-party models that we do not operate and cannot override. We show the exact credit cost before you confirm, and we return credits whenever a generation fails technically — but a result you did not like is a result the model produced, and it is not refundable on that basis.

5A. Credit packs

A credit pack is a one-time purchase of extra credits. It lasts 90 days from purchase, and your plan's credits are always spent before it (Terms, Section 6A.2).

• A pack you have not touched is refundable within 14 days. Ask within 14 days of buying it; if none of that pack's credits have been spent, it is refunded in full. For a web purchase we make the refund. For a pack bought in the iOS or Android app the refund is made by Apple or Google (Section 2): ask them, and we will confirm to them in writing that the pack was not used. Because your plan's credits are spent first, a pack usually stays untouched for a while after you buy it.
• Once any of a pack's credits have been spent, the pack is not refundable: supply had begun (Section 3), and those credits paid for generations that were delivered.
• When a pack is refunded, whatever is left of it is removed from your balance at once. Credits already spent are not reversed.
• Credits that expire unused are not refunded.
• The rules in Section 5 about failed generations and output quality apply to pack credits exactly as they apply to plan credits.

5B. Spending a Creator Partnership balance

A Creator Partnership partner may spend their partnership balance — store credit, not money — on what the Service offers for it (Terms, Sections 5.6 and 6D).

• Nothing spent from a balance is refunded as money. No payment was taken, so there is no payment to return, and a balance is never paid out in cash.
• If we got it wrong — a spend processed twice, a price applied incorrectly, something you did not receive — we correct it by restoring your balance, and by removing whatever was granted in error if it has not been used.
• Statutory withdrawal rights do not apply to a spend from a balance, because they attach to a purchase paid for with money (Section 3). This does not affect anything you buy with money.
• Credits obtained from a balance expire, and are spent, exactly like credit-pack credits (Section 5A); credits that expire unused are not restored.
• Premium obtained from a balance is replaced by a later Premium purchase paid with money, as any other Premium period is; the balance spent on the part that is replaced is not restored.

When a referred purchase is refunded. If someone a partner referred is refunded — by us, by Apple, by Google, or through a chargeback — the commission that purchase earned is reversed from the partner's balance, as the Creator Partnership Agreement, Section 7.3, describes. The buyer's refund is decided exactly as it would be for anyone else, and is never affected by a commission.

A store purchase remains subject to the store's own refund process (Section 2), whether or not it earned a partner a commission.

6. When we refund without being asked

Some outcomes are ours rather than yours, and we do not wait to be asked:

• We discontinue the Service, or terminate your account for a reason that is not your breach. We refund the unused portion of any period you have paid for, pro rata, plus the Lifetime rule in Section 4.2 where it applies. Unused credits are refunded on the same basis, valued at what you paid for them.
• We suspended your account and should not have. A suspension does not stop the clock on a paid period or on a credit pack. Where the suspension turns out to have been wrong, you choose: we extend the paid period by the time you lost, or refund that time pro rata. Pack credits that expired while you were locked out are restored with the time you lost, or refunded at what you paid for them.
• We make a material change that disadvantages you mid-period. You may cancel and take a pro-rata refund of the unused part of that period (Terms, Section 12).
• A duplicate or incorrect charge. Refunded in full, as soon as we can confirm it.

Where the purchase was made in an app store, these outcomes are still owed to you — but the money has to come back through the store, so we will support your request to Apple or Google rather than pay it ourselves.

7. When we do not refund

• Your account was terminated for breaching the Terms. No refund is due, and the Lifetime early-termination refund does not apply (Terms, Section 11.3).
• Credits already spent on completed generations, for the reason in Section 5.
• Credits we granted you without a purchase, and pack credits that expired unused (Section 5A).
• Anything obtained by spending a partnership balance, as money — we correct an error by restoring the balance instead (Section 5B).
• A change of mind after the withdrawal right has been used up, where the plan has been used and none of Sections 4 to 6 applies.
• Dissatisfaction with the output of a third-party model, for the reason in Section 5.
• Time you did not use. Holding a plan and not opening the Service is not a refund ground; the access was available to you throughout.

Please ask us before starting a chargeback. A chargeback on a web purchase costs us a fee whatever the outcome and gives you a slower answer than an email does. Where a chargeback is opened, we may suspend the account until the dispute is resolved, and the record of it is kept for as long as we need it (Privacy Policy, Section 6). If the underlying request was one this policy would have granted, we will grant it — the chargeback simply was not the faster route.

8. What a refund does to your access

A refund undoes the purchase, not just the payment:

• The period it paid for ends, including any Premium bundled with a Generator plan.
• Unspent credits from that period are removed. They were part of what is being refunded.
• Your licence record for that period is marked as refunded and stays in your subscription history. Records are not deleted — that history is what makes a licence code verifiable (Terms, Section 6.3).
• Commercial-use rights that had already vested in images you generated while the period was active are unaffected (Terms, Section 6.2). We do not reach backwards into work you have already published.

9. How to ask, and what happens next

Write to support@visxy.com from the email address on the account, and include:

• which plan or credit pack, and roughly when you bought it;
• where you bought it — web, iOS, or Android;
• the reason, in a sentence.

A licence code (VISXY-XXXX-XXXX-XXXX) helps but is not required; we can find the purchase from your account.

We reply within 5 business days. Where a refund is approved, it goes back to the original payment method — we cannot send it anywhere else. How long it then takes is the payment processor's and your bank's business, typically 5 to 10 business days for a card.

Where we decline, we say why, in writing, and tell you what to do if you disagree: Section 13.3 of the Terms sets out how to raise a dispute, and Section 13.2 preserves your right to go to a consumer arbitration committee or court in your own country.

10. Store purchases — the things people are most often surprised by

• We cannot refund or cancel a store subscription on your behalf. Not as a policy choice — we have no mechanism.
• Deleting your Visxy account does not cancel a store subscription. Cancel it in your Apple ID settings or in the Google Play Store, or it will keep charging you.
• A store refund may end your access immediately, including any Premium bundled with a Generator plan, because the store tells us the purchase was reversed.
• A subscription is always cancelled where it was bought. A plan bought on the web is cancelled in your account settings; a plan bought in an app is cancelled in the store.

11. Your statutory rights are unaffected

Nothing in this policy limits or replaces a right you hold under mandatory consumer law — including Turkish Consumer Protection Law No. 6502 and the Distance Contracts Regulation, the EU Consumer Rights Directive and Digital Content Directive, and the UK Consumer Rights Act 2015. Where a term of this policy conflicts with such a right, that right applies and the rest of this policy stands.

If a product is faulty, not as described, or not fit for purpose, your remedies under those laws are in addition to anything offered here.

12. Contact

For refund requests and any question about this policy: support@visxy.com

13. Changes to this policy

We may update this policy. The version that applies to a purchase is the version in force on the day you made it, so a change can never take a refund right away from a purchase already made. Material changes are notified the way the Terms require (Terms, Section 12), and the "Last Updated" date above reflects every revision.