Refund Policy

1. Overview

At MakerNice, you pay only for successful generations. This Refund Policy explains how holds for failed generation tasks are released. Unused balance is, in principle, not refundable; special cases are handled at our discretion. This policy also covers the circumstances under which refunds are not available, chargebacks, and balance expiry.

This policy is part of our Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

2. No Charge for Failed Generations

The hold is released in full when:

• The Upstream Provider reports that the generation failed.
• The task exceeds its maximum run time before a result is returned.
• The task is cancelled.
• An internal error on our side prevents the task from completing.

Please also note:

• Requests rejected before a task is created (HTTP 4xx), such as an invalid API key, malformed request body, missing required parameters, insufficient balance, or exceeding rate limits, place no hold and are not charged.
• If a generation succeeds, the charge applies even if you find the result unsatisfactory (content quality, style, or relevance).
• A task rejected by the Upstream Provider’s content moderation or safety filters is treated as failed, and its hold is released.

Released holds are typically reflected in your balance as soon as the task ends. If the outcome of a task is unclear (for example, the Upstream Provider does not respond), the hold may remain in place while we confirm the result; you are charged only if the generation is confirmed to have succeeded. You can verify your balance and transaction history in your dashboard.

3. Unused Balance Refunds

Unused balance is, in principle, not refundable. In special circumstances, such as a duplicate charge or a top-up made by mistake, you may contact us, and we will consider a refund at our discretion. If a refund is approved:

• Unused portion only: Only the unused portion of your topped-up balance is eligible for a refund. Amounts that have already been charged for successful generations are non-refundable.
• Original payment method: The refund is processed to the original payment method used for the purchase.

3.1 Cryptocurrency Purchases

If a refund of a top-up paid with cryptocurrency (via NOWPayments) is approved at our discretion, it is returned in the same cryptocurrency used for the original purchase, converted from the USD value of the refunded balance at the exchange rate at the time of the refund, and blockchain network fees (gas fees) are borne by the recipient.

• Any promotional or bonus amounts are not eligible for refund. Only the amount you paid is refundable.

3.2 Card and Digital Wallet Purchases

Top-ups paid by card or digital wallet are sold by Waffo Pancake as the Merchant of Record. If a refund is approved at our discretion, we initiate it and Waffo Pancake returns the refunded amount to your original payment method.

4. Non-Refundable Situations

Your balance is not refundable in the following circumstances:

• Successful generations: Amounts charged for generation tasks that succeeded are non-refundable, regardless of whether the output meets your expectations.
• Account suspension or termination for cause: If your account is suspended or terminated due to a violation of our Terms of Service (including but not limited to abuse, fraud, or prohibited use), any remaining balance in your account is forfeited and non-refundable.
• Promotional or bonus amounts: Free balance, promotional amounts, and referral bonuses are not eligible for cash refund at any time.

5. How to Request a Refund

To request a refund in the special circumstances described in Section 3:

1. Send an email to support@makernice.com from the email address associated with your MakerNice account.
2. Include in your email:
   • Your account email address.
   • The approximate date and amount of the purchase you would like refunded.
   • Your reason for the refund request (optional).
3. We will acknowledge your request within two (2) business days and respond with a decision within five (5) business days.
4. If approved at our discretion, the refund will be processed within ten (10) business days to your original payment method.

6. Chargebacks and Disputes

We encourage you to contact us at support@makernice.com before initiating a chargeback or payment dispute with your bank or payment provider. We are committed to resolving billing issues promptly and fairly. For top-ups paid by card or digital wallet, chargebacks and disputes are handled by Waffo Pancake as the Merchant of Record.

If a chargeback is filed without first contacting us, and the chargeback is found to be unjustified (for example, the balance was validly used), we reserve the right to:

• Suspend or terminate your account.
• Recover the disputed amount, including any fees or costs incurred by us as a result of the chargeback process.

Fraudulent chargeback activity may be reported to the relevant payment networks and authorities.

If a top-up payment is refunded or charged back, we deduct the corresponding amount from your balance. This may make your balance negative, in which case your account is frozen until the balance is restored.

7. Compensation for Outages

In the event of a prolonged, widespread service outage caused by our infrastructure (not an Upstream Provider), we may, at our sole discretion, add compensation to the balance of affected accounts. Such compensation is not redeemable for cash. Any compensation will be communicated via email.

8. Balance Expiry

Your topped-up balance remains in your account indefinitely and never expires. There are no inactivity fees or balance decay charges.

If we grant bonus or promotional balance that has an expiry date, the expiry date will be stated when it is granted.

9. Changes to This Policy

We may update this Refund Policy from time to time. If we make material changes that reduce your refund rights, we will notify you by email at least fourteen (14) days before the changes take effect and update the “Last updated” date at the top of this page. Changes will not apply retroactively to purchases made before the effective date of the updated policy.

10. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund, please contact us at:

Email: support@makernice.com