Refund Policy
At Dreamlux AI we want you to love what you create. If you are not satisfied, we will do our best to make things right. This page explains when and how you can get a refund, calculated in a way that is transparent and fair to both you and us.
1. Scope
This Refund Policy applies to all paid products sold through https://dreamlux.ai, including:
- One-off credit packs (e.g. Starter, Pro, Studio)
- Monthly and annual subscription plans
- Any add-on or upgrade purchase
2. Your 14-Day Cooling-Off Right (UK / EU Users)
If you are a consumer located in the United Kingdom or the European Union, you have the right under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the EU Consumer Rights Directive to cancel a purchase within 14 days of the transaction.
Because Dreamlux AI is a digital service, we are required to tell you the following before you buy:
- You expressly agree to immediate access to the service upon purchase.
- You acknowledge that once you begin using the service (for example, consuming credits to generate images or videos), the portion you have already used is treated as a digital good that has been delivered to you, and that portion is no longer refundable under the statutory cooling-off right.
- The unused portion can still be refunded within 14 days — see Section 3.
3. How We Calculate Your Refund
We keep the math simple and transparent. Refunds are calculated on the unused portion of what you bought.
3.1 Credit Packs
For one-off credit packs:
refund = amount_paid × (remaining_credits ÷ total_credits_purchased)
Example: you bought a 1,000-credit pack for USD 20 and used 250 credits. Your refund is 20 × (750 ÷ 1000) = USD 15.
3.2 Subscription Plans (Monthly / Annual)
For subscriptions, we use the lower of two methods so you never receive less than you would on a pure time basis:
| Method | Formula |
|---|---|
| Time-based | amount_paid × (remaining_days ÷ total_days_in_period) |
| Usage-based | amount_paid × (unused_credits ÷ credits_granted_this_period) |
We refund whichever gives you the higher number. You do not need to calculate this yourself; our support team will do it for you and show the breakdown before processing.
3.3 After the 14-Day Window
After 14 days we are not required to offer a refund, but we review requests on a case-by-case basis. Good-faith cases such as accidental duplicate charges, long periods of unused subscription with no activity, or billing errors on our side are almost always honoured.
4. Chargeback Policy
If a chargeback is filed after we have already refunded the eligible amount, we reserve the right to dispute it and recover any incorrectly reversed funds.
5. When Refunds Are Not Available
To protect the service and the community, the following situations are not eligible for a refund:
- The account has been suspended or terminated for a violation of our Acceptable Use Policy — including, without limitation, attempts to generate deepfakes of real people, sexual content, content involving minors, or content that infringes on a third party's intellectual property or likeness rights.
- The purchase was made with a stolen or unauthorised payment method, or as part of suspected fraud.
- The user requests a refund, then opens a new account and repeats the purchase within 30 days to exploit the policy (refund-abuse pattern).
- Credits or subscription value has been fully consumed.
- Gift codes, promotional credits, and free-trial credits (they have no monetary value).
- More than 90 days have passed since the payment, unless required otherwise by applicable law.
6. Automatic Failures & Service Refunds (We Refund Automatically)
You do not need to request a refund in any of these situations — we process them automatically:
- A generation task fails on our side or on an upstream AI provider before any usable output is delivered. The credits for the failed task are returned to your balance within a few minutes.
- A service outage lasts longer than a reasonable time and prevents you from using credits you have already paid for.
- A duplicate charge caused by a retry in the payment flow.
If an automatic refund does not appear in your balance or on your statement within 10 business days, please contact us and we will investigate immediately.
7. How to Request a Refund
- Send an email to [email protected] with the subject line
Refund Request. - Include the email address on your Dreamlux AI account, the approximate purchase date, the amount, and a short description of the reason.
- Our team will reply within 3 business days, with the refund calculation and any follow-up questions.
- Once approved, the refund is issued to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to reflect it on your statement.
8. Subscription Cancellation
You can cancel the automatic renewal of a subscription at any time from your account page, or by emailing us. Cancellation takes effect at the end of the current billing period — your plan remains active until then, and no further charges are made.
Cancellation alone does not trigger a refund. If you also want a partial refund of the current period, mention it in the same email and we will apply Section 3.2.
9. Changes to This Policy
We may update this Refund Policy from time to time. If a change is material we will announce it on the service and update the "Last updated" date above. Continued use of Dreamlux AI after a change means you accept the revised policy. Purchases made before an update are governed by the policy in effect at the time of the purchase.
10. Contact
For refund requests, billing questions, or anything else related to this policy:
Email: [email protected]
Website: https://dreamlux.ai