Refund Policy

We want you to be happy with Anumi. This policy explains when refunds are granted automatically, when you can request one by email, and the few cases where credits cannot be refunded.

1. Automatic refunds — failed generations

If our system fails to produce a usable image (the AI returns nothing, our storage fails, or any internal error occurs), the credit you spent is automatically refunded back to your wallet within seconds. You don’t need to contact us, and the refund is visible on your wallet immediately. This is built into the Service and happens for every failed run.

2. Unused credit packs — 14-day refund window

If you buy a credit pack and have not used any of the credits, you can request a full refund within 14 days of purchase. Email [email protected] from the address you used to buy the pack and we will process the refund through Polar.

Partial refunds for partially-used packs are also possible: we’ll refund the pro-rated value of the credits you still have left, at the per-credit rate of the pack you bought.

3. Consumed credits — successful generations

A “successful generation” is one where our system delivered an anime avatar plus its bundled deliverables. Because AI image generation has an actual per-call cost paid to our provider, consumed credits are generally not refundable for cash. When we grant a courtesy refund, we do so by crediting your wallet so you can run a different generation — not by reversing the payment.

Courtesy wallet refunds are capped at 1 per wallet per 90 days. Requests beyond that cap will be reviewed on a case-by-case basis, but routine approval is not guaranteed.

We know AI output is unpredictable. If you’re unhappy with a generation for any of these reasons, email us and we will almost always grant a courtesy refund within the cap:

• The avatar doesn’t resemble you at all.
• The style we delivered is clearly not the style you picked.
• The output contains broken / glitched anatomy that makes it unusable.
• The output contains anything that violates our own content guidelines (it shouldn’t — but if it does, that’s on us).

4. Cases that do not qualify for a refund

• Subjective dissatisfaction with the artistic interpretation of a generated image that otherwise meets our quality standards.
• Uploads that were blocked by our content moderation system (those don’t consume credits in the first place, so there is nothing to refund).
• Accounts terminated for violating our Terms of Service.
• Cash refund requests submitted more than 14 days after purchase.
• Wallets that have already received a courtesy refund within the last 90 days, except in exceptional circumstances.

We may also decline requests where the wallet shows a pattern consistent with refund abuse (frequent purchase/refund cycles, unusually high refund rate, etc.).

5. How to request a refund

1. Email [email protected] from the address tied to your wallet.
2. Include your order ID (from the Polar receipt) and a short description of the issue.
3. If you’re asking for a courtesy refund on a successful generation, attach or link the result so we can confirm the issue.

We aim to reply within 2 business days. Approved refunds are processed through Polar and typically reach your original payment method in 5 to 10 business days depending on your bank.

6. Chargebacks

Please contact us before initiating a chargeback with your bank. We almost always resolve issues faster (and more in your favour) through direct conversation. Chargebacks initiated without contacting us first may result in account suspension while the dispute is reviewed.

7. Statutory rights

Nothing in this policy limits the consumer-protection rights granted to you by the laws of your country (for example, the EU’s 14-day cooling-off period for digital goods, the UK Consumer Rights Act 2015, or similar legislation elsewhere). Where those statutory rights are more generous than this policy, the statutory rights apply.

8. Contact

Refund requests and questions: [email protected].