We want you to get your money's worth on NepAI. This policy explains when refunds happen automatically and when you can request one.
1. Automatic refunds
You don't need to ask — we credit you back automatically in these cases:
- Generation failed before any output: if our pipeline cannot produce a result (provider error, timeout, content policy violation from the provider), credits are refunded to your account within a few minutes.
- Asset storage failed: if the model produced an output but we failed to store it for delivery, your credits are refunded.
- Account banned in error: if a ban is reversed on appeal, all credits used post-ban are restored.
Refunds in these cases are credit refunds, not cash refunds. They appear in your billing historyas transactions starting with "Refund — ".
2. Refundable on request
You can request a credit-balance refund (cash back to your original payment method) within 14 days of purchase if:
- You have not yet used any of the credits from the purchase you want refunded.
- The purchase was not part of a promotional bonus that has already been consumed.
Cash refunds are made via Khalti or eSewa reversal where possible, otherwise via bank transfer to a Nepalese account. They take 3–10 working days depending on the gateway. There's no refund processing fee from us; the gateway may apply one.
3. Not eligible for refund
- Credits that have been used (in whole or part) on successful generations.
- Bonus credits granted by promotions or referrals.
- Generations whose outputs you dislike but which technically succeeded — generative AI is non-deterministic and we don't guarantee artistic satisfaction.
- Accounts banned for confirmed Terms of Service violations.
4. How to request a cash refund
Email [email protected] — or call +977 9818810378 — with:
- The email on your NepAI account.
- The order ID of the purchase (visible in /billing).
- The reason you're requesting the refund.
We'll confirm receipt within 2 working days and complete eligible refunds within 10 working days.
5. Disputes
If you disagree with a refund decision, you can dispute it by replying to the original email. Unresolved disputes can be escalated to the Nepal Rastra Bank's consumer protection department under the Payment Systems Regulations.
6. Changes
We may update this policy. Changes apply to purchases made on or after the "Last updated" date; existing purchases are governed by the version of this policy in effect when the purchase was made.