Refund Policy

Last updated: August 1, 2026

In short: Every subscription includes 10 free credits to try before you commit. Once you upgrade, your credits are used the moment you send a message, generate a voice, or create a video — those are real compute costs we incur. We cannot refund credits that have already been consumed. But if something is broken on our end, we will make it right.

1. Free Trial

Every new account begins with 10 free credits — enough to experience a text conversation with a persona. No credit card required. We encourage you to explore the Free tier before purchasing a subscription, so you know exactly what you are getting.

2. Subscription Refunds

Subscription fees are non-refundable for the current billing period. If you cancel your subscription:

Your subscription remains active until the end of the current billing period
You retain access to all unused credits during that period
No further charges will be made after cancellation
Unused credits do not carry over to a future subscription

3. Consumed Credits

Credits are consumed at the moment of use (text message sent, voice message generated, video created). Each action triggers AI inference costs on our end. Consumed credits are non-refundable. This is standard practice across all AI services — the cost has already been incurred.

4. When We Do Offer Refunds

We will issue a full or partial refund in the following cases:

Service outage. If our platform is unavailable for more than 48 consecutive hours during your billing period
Technical failure. If a feature you paid for (voice cloning, video generation) fails repeatedly due to a bug on our end, and we cannot resolve it within 7 days
Duplicate charge. If you are accidentally charged twice for the same subscription period

5. First-Time Buyer Grace Period

If this is your first-ever paid subscription on Eterne AI and you have used fewer than 10% of your plan's monthly credits, contact us within 14 days of purchase and we will issue a full refund. This grace period applies only once per customer.

6. How to Request a Refund

Contact us at support@eterne.cloud with the email address used for your account and the reason for your request. We will respond within 3 business days.

Because Paddle is our payment processor, refunds are processed through Paddle's systems in accordance with their terms. In the event of a dispute, Paddle's decision is final.

7. Chargebacks

If you file a chargeback with your bank or card issuer without first contacting us, your account will be immediately suspended. We will provide Paddle with full documentation of your usage and our refund policy. Chargebacks that are found in our favor may result in your account being reinstated.

8. Exceptions

These policies may be modified to comply with local consumer protection laws in your jurisdiction. If a mandatory law in your country provides a statutory right of withdrawal (e.g., EU's 14-day cooling-off period for digital services), we will honor that law.

— We built this with heart. And we will treat you with fairness. But every message, every voice, every video costs us something real — and that is why consumed credits cannot be returned. —