Credit Purchase, Refund & Claims Policy

Credits are service entitlements with no cash value. Purchased Credits do not expire while your account and MONOQ remain available. They cannot be transferred, resold, or redeemed for cash.

A Credit may be reserved while processing and is consumed when usable output is delivered. If a verified technical failure prevents delivery, the reservation will be released or the Credit restored automatically or after review.

Except where mandatory law provides otherwise, used Credits are non-refundable. Requests concerning entirely unused purchases should be sent to [SUPPORT EMAIL] with account email and order ID within [REFUND WINDOW TO BE CONFIRMED]. Approval depends on processor rules, fraud checks, and law.

Refunded, reversed, fraudulent, or charged-back purchases may cause related Credits to be removed. If already used, the account may show a negative balance and paid features may be restricted until resolved.

Personalized products generally cannot be returned for change of mind. We investigate timely claims for verified manufacturing defects, wrong items, transit damage, or covered loss and may offer replacement, reprint, refund, or a remedy required by law.

Contact [SUPPORT EMAIL] within [CLAIM WINDOW TO BE CONFIRMED] after delivery or expected delivery. Include order ID, description, packaging and product photographs, shipping label, and carrier notice. Keep the item and packaging until instructed.

Approved refunds return to the original payment method. MONOQ processing may take [5–10] business days; the bank or processor may need additional time. Shipping and taxes are refunded only where required or where the claim resulted from our error.

If AI output materially fails because of a technical issue, use the quality-feedback tool or contact support with the generation reference. We may assist with adjustments or restore Credits after review. Subjective style preference alone does not guarantee a refund.