The short version: unused credits are refundable within 14 days of purchase, failed generations are automatically re-credited, and we answer every refund request within 1–2 business days. If anything went wrong, email us first — we will fix it.
1. What you are buying
Raina AI sells prepaid credits — a digital balance used to generate AI videos in your account. Credits are delivered instantly: the moment your payment is confirmed, the corresponding credits are added to your account balance and are immediately usable. Each top-up receipt shows the exact amount paid and the exact number of credits delivered.
2. 14-day refund for unused credits
If you change your mind, you may request a full refund of any unused credits within 14 days of the purchase date. “Unused” means credits from that top-up which have not been spent on video generations.
- If none of the credits from a top-up have been used, we refund the top-up in full.
- If some credits have been used, we refund the remaining unused portion of that top-up on a pro-rata basis.
- Refunds are issued to the original payment method only.
3. Failed or faulty generations
If a video generation fails — the engine returns an error, or no video is delivered — the credits spent on that generation are automatically returned to your balance. You are never charged for a video you did not receive. If you believe a delivered video is technically faulty (corrupted file, blank output), contact us within 7 days and we will re-credit the generation after review.
Please note that AI generation is creative by nature: a video that works correctly but does not match your artistic expectations is not considered faulty. We encourage short test generations before longer ones.
4. How to request a refund
- Email hello@matrix2027.info from the email address on your account.
- Include your receipt or order number (shown on your payment confirmation) and a short description of the issue.
- We respond to every request within 1–2 business days.
- Approved refunds are processed immediately on our side; depending on your bank, the funds typically appear within 5–10 business days.
5. Chargebacks — please talk to us first
If you have any concern about a charge from us, please contact us before disputing it with your bank. We keep a full delivery record for every purchase (payment reference, credits delivered, and generation history) and we resolve genuine issues quickly — almost always faster than a bank dispute. Unrecognised charge? Email us with the amount and date and we will identify it for you right away.
6. Exceptions
- Credits spent on successfully delivered videos are not refundable (the service has been performed).
- Refunds may be declined where our Terms of Service were breached (e.g. prohibited content or fraudulent activity).
- Promotional or bonus credits granted free of charge have no cash value and are not refundable.
7. Your statutory rights
Nothing in this policy limits your statutory rights as a consumer, including rights under the UK Consumer Rights Act 2015. Where statutory law grants you greater rights than this policy, the law prevails.
8. Contact
Refunds & billing support: hello@matrix2027.info — we reply within 1–2 business days.