1. Overview

This Refund Policy describes when Mochareel issues refunds for credit purchases. It forms part of our Terms of Service.

2. All purchases are final

Credit packs are a digital good delivered to your account immediately on successful payment. Because credits are delivered and usable right away, all credit purchases are final and non-refundable, except as set out in this Policy or as required by applicable law.

This includes (but is not limited to) credits left unused after a purchase, credits used to generate output that did not meet your expectations, and credits associated with accounts that have been suspended or terminated for violation of our Terms.

3. Automatic refunds for failed generations

If a generation fails because of an internal error on our side — for example, if we cannot queue the generation, our backend reports a failure, or the output cannot be produced — the credits charged for that generation are automatically returned to your balance. You do not need to contact us; the refund appears in your transaction history as a refund entry.

A generation that completes successfully is not eligible for a refund under this section, even if you are not satisfied with the result. AI output may vary; please review the Terms of Service for details.

4. Duplicate or accidental charges

If you believe you have been charged twice for the same purchase, or charged in error (for example, because of a payment-processor issue), contact support@mochareel.com within thirty (30) days of the charge. We will review the transaction and, if we confirm the error, refund the duplicate or erroneous amount through our payment provider to your original payment method.

5. Chargebacks

Please email us at support@mochareel.com before opening a chargeback with your card issuer or bank. Most disputes can be resolved more quickly directly with us. Chargebacks opened without prior contact, or in circumstances that we reasonably believe to be abusive, may result in suspension or termination of your account.

6. Exceptional circumstances

We may, at our sole discretion, issue a refund outside of the situations described above — for example, in cases of extended Service outage. Any refund issued in exceptional circumstances does not establish an obligation to issue similar refunds in the future.

7. How refunds are issued

Approved refunds are issued through our payment provider to the original payment method. Depending on your card issuer or bank, it may take several business days for the refunded amount to appear on your statement.

8. Contact

For refund questions, email support@mochareel.com.