This policy forms part of our Terms of Service. Volexi is a trading name of JOLTCLICK LTD (registered in England and Wales, company no. 15175103).
1. How Credits Work
Volexi is a prepaid credit service. You buy a credit pack as a one-off payment, and credits are then consumed as you use the app (for example, one render or one edit deducts credits from your balance). Credits purchased do not expire. There is no subscription and we do not auto-renew any purchase.
2. UK/EU Consumer Right to Cancel (14 Days)
If you are a consumer based in the UK or the EU, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (and equivalent EU rules) give you the right to cancel most online purchases within 14 days.
Important: Because credits unlock digital content delivered immediately, by purchasing credits you expressly consent to immediate performance of the contract and acknowledge that you lose your 14-day cancellation right in respect of any credits you have already used.
Within 14 days of purchase:
- Unused credits — fully refundable on request.
- Partially used credit packs — we refund the pro-rata value of unused credits.
- Fully used credit packs — not refundable under the statutory right (you've received what you paid for), but see section 4 for service-failure refunds.
3. After the 14-Day Window
Outside the 14-day cooling-off window, and for business customers (buyers not acting as consumers), credits are generally non-refundable once purchased. We may still issue a discretionary refund in the situations described in section 4.
4. Service Failures & Billing Errors
We will refund, replace credits, or both, when:
- A render, edit or upscale job fails due to a confirmed platform-side error, and we cannot successfully retry the job for you; or
- Credits are debited twice for the same action due to a bug; or
- You are charged incorrectly (for example, the wrong price or duplicate charge).
If a job fails in a way that clearly wasn't caused by your inputs, credits are normally refunded automatically to your balance. If they are not, email us.
5. What We Cannot Refund
- Credits already consumed on successful renders, edits or upscales where the output simply didn't match your expectations — AI outputs are probabilistic and reviewing outputs is part of the creative workflow.
- Purchases made more than 14 days ago where credits have been used, outside of the service-failure scenarios above.
- Fees charged by your bank or card issuer (for example FX fees) — these are not controlled by Volexi.
6. How to Request a Refund or Cancel
Email hello@volexi.com from the email address on your account, including:
- Your account email.
- The approximate date of the purchase and the credit pack you bought (or the Stripe receipt, if you still have it).
- A short note on why you're requesting the refund.
We aim to respond within 2 business days. Approved refunds are issued back to the original payment method via Stripe within 14 days of approval. Depending on your bank, funds typically clear within 3–10 business days after that.
7. Closing Your Account
You can close your Volexi account at any time from the account settings page, or by emailing hello@volexi.com. Closing your account does not by itself trigger a refund of unused credits — please request any eligible refund before closing the account.
8. Your Statutory Rights
This policy does not affect your statutory rights as a consumer, including under the UK Consumer Rights Act 2015, where applicable. If any part of this policy is stricter than what UK consumer law requires, the law prevails.
9. Contact
For refund requests or any questions about this policy, email hello@volexi.com.