Refund policy

This policy explains when Agora Ark ("we", "us") refunds a payment, and what happens to your credits when something goes wrong. It sits alongside our terms of service. Where the two differ, the terms apply.

1. Payments

Payments for brand subscriptions and for credits you buy are not refundable, except where the law requires it. That includes the unused part of a subscription period, and credits left unspent when they expire or when a brand ends.

2. Cancelling

You can cancel a brand's subscription at any time, and it won't be charged again. The brand stays active until the end of the period you have paid for, so the rest of that period is still yours to use. Cancelling doesn't refund the current period. Section 5 of the terms explains what happens to the brand after that.

3. When something we make fails

Before something is made, you see an estimate of its cost in credits, and that is what you are charged when you confirm. If it then fails, those credits go back to your wallet automatically, usually within minutes. You don't need to ask.

• If it fails on our side or our AI provider's, the credits always go back in full.
• If the AI makes something unusable, such as a misspelled brand name, we make it again once at our cost. If that fails too, we may return its credits at our discretion, as a goodwill gesture rather than a right. When they won't come back, you are told so before you confirm.
• Credits go back to the batch they came from. Monthly credits returned after their renewal date has passed still expire, and so do bought credits returned after their year has passed.
• The smaller AI steps billed as you use them, such as reading your request, suggesting palettes or compiling your Brief, are not returned, because that work was done.
• Credits aren't returned for something that was made but isn't what you hoped for. Review it, and ask for changes in the session.

4. Charges made in error

If you think you were charged by mistake, for example twice for the same thing, write to info@agoraark.com from the email on your account with the date and amount of the charge. We will look into it and refund a charge that was made in error.

5. When a payment is refunded

A refund goes back to the payment method that was charged. How long it takes to appear depends on your bank or card provider.

• If a credit purchase is refunded in full, the credits from it that you haven't spent are removed from your wallet. Credits already spent stay spent.
• Refunding a subscription payment doesn't cancel the subscription. Cancel the brand's subscription as well if you don't want to be charged again.

6. Your rights under the law

Nothing in this policy takes away a right to a refund that the consumer law where you live gives you.

7. Changes to this policy

We may update this policy. If a change is significant, we will tell you by email or in the app before it takes effect.

8. Contact

Questions about refunds? Write to us at info@agoraark.com.