Refund Policy

1. Overview

This Refund Policy explains when payments to Matrixel can be refunded. It applies alongside our Terms of Service. Because Matrixel delivers digital goods that are consumed as you use them, refunds are limited as described below. Nothing here reduces any mandatory rights you have under applicable consumer law.

2. Credits are digital goods

Credits are used to generate clips and are consumed the moment a clip is generated. Credits themselves have no cash value, are not transferable, and cannot be exchanged for money. Once credits have been used to generate clips, the amount used is non-refundable.

3. Purchased credit top-ups

One-off credit top-ups are generally non-refundable once the credits have been added to your balance, because they are available for immediate use. If you believe you were charged in error or a top-up was not delivered, contact us and we will investigate and, where appropriate, refund or restore the credits.

4. Subscriptions

Subscription plans grant a monthly allowance of credits that resets each cycle. You can cancel at any time; cancellation stops future renewals and takes effect at the end of the current period, and you keep access until then. Except where required by law, subscription fees already paid and subscription credits already granted for the current period are non-refundable, including any unused subscription credits, which do not roll over.

Manual subscriptions (paid by wallet transfer) are renewed period-by-period when you submit a new payment for review; they do not auto-renew.

5. Failed generations

Credits are meant to be spent only on clips we successfully deliver. If a generation fails due to a technical error attributable to Matrixel, the credits charged for that generation are returned to your balance so you can try again. Generations that fail because of the content you submitted or your breach of the Terms are not eligible for credit return.

6. Card payments

Card payments are processed by Stripe. Approved refunds are returned to the original payment method; the time to appear on your statement depends on your bank or card issuer. Please contact us before initiating a chargeback so we can resolve the issue directly.

7. Manual (wallet) payments

Manual payments by InstaPay or Vodafone Cash are reviewed before credits or a subscription are granted. If a manual payment request is rejected, no credits or subscription are applied. If an approved manual payment needs to be refunded, we will arrange the refund to the wallet used, subject to verification.

8. How to request a refund

Email support@matrixel.xyz from the address on your account, with your account email, the date and amount of the payment, and a short description of the issue. We aim to respond within a reasonable time and, where a refund is due, to process it promptly.

9. Contact

Refund questions: support@matrixel.xyz, or [Registered business address — to confirm].