Refund Policy

This policy is part of our Terms of Service and applies to everything bought from Limns, whichever channel took the payment. It does not take away rights you have under the consumer law of the country you live in.

Unused credits

Within 14 days of a purchase — a top-up or a plan charge — you can ask for it to be refunded, for any reason. The refund is what you paid for that purchase, less two things:

• the credits you have already spent from it, valued at the standard top-up rate of US$1 per 1,000 credits — even when they came from a plan;
• the payment processor’s fees, which are not returned to us: the fee on the original payment, currently 3.9% of it plus US$0.50, and US$1.00 for each refund.

If those add up to what you paid or more, there is nothing to refund. Otherwise the rest comes back in the currency you paid, to the method you paid with, and every credit left from that purchase leaves your balance when it does.

For example, a US$20 top-up with 5,000 of its credits spent refunds 20 − 5 − (0.78 + 0.50) − 1.00 = US$12.72, and its other 15,000 credits leave your balance. A Max plan charge of US$100 with 12,000 credits spent refunds 100 − 12 − (3.90 + 0.50) − 1.00 = US$82.60, and the 138,000 credits left of that month go with it.

Credits spent from a plan are valued at the top-up rate because a plan is priced as a monthly bundle — that is what makes its credits cheaper. When the bundle is not kept, what was spent from it is valued at the regular rate.

Each purchase is settled on its own — credits on your balance from another top-up, or from another plan charge, are no part of it. If you ask for only part of the refundable amount back, the same share of that purchase’s remaining credits leaves your balance, and the rest stay yours.

Credits you have spent

A spent credit has already bought a reply or an image from a model provider, and we have been billed for it, so it is not refundable — which is why a refund deducts it. Two things make this easier to live with: the price of every request is itemised in Settings → Spending as it happens, and the first account under an email address is granted free credits so you can try the service before spending anything.

Credits you did not pay for

The credits a new account starts with, anything from a promotion, and credits we put on an account to put something right are not refundable and have no cash value. There is no payment behind them to send back. They spend exactly like any other credit, and a refund is always worked out on what you actually paid.

When something goes wrong

We refund in full when the fault is ours, with none of the deductions above — credits that were spent come back too, and no payment fees are taken off:

• You were charged twice for the same order, or charged for an order that failed.
• Credits were deducted for a request that returned nothing usable because of a fault on our side.
• You were charged after cancelling, or for a renewal you had already stopped.
• An account was charged by someone who had no authority to use it, once we have looked into it.

Write to us and we will look at the request log for your account. If it shows what you describe, you get the credits or the money back — you will not have to argue about it. Where the fault is ours, a refund never leaves your balance short: if it takes back credits you had already spent, we put them back onto the account.

There is no deadline on this one — a mistake is a mistake whenever it surfaces. What does run out is the way the money can travel: Waffo sends a refund back to the original payment method only within 14 days of the payment, and only once for each payment. After that we settle it another way, as credits on the account or to an account you nominate, and we agree which with you rather than let the age of the charge be the answer.

Plans

You can cancel a plan at any time in Settings → Billing. Cancelling stops the next monthly renewal and keeps your access until the end of the period you have paid for; the credits granted for that period can be used until it ends, and whatever is left of them then expires.

Each plan charge — the first month or a renewal, including one you did not mean to keep — can be refunded within 14 days under the rule above: what you paid, less the credits spent from that month, valued at the top-up rate, and the payment processor’s fees. A plan’s credits are spent before any other credits on your account, so what you have used since a plan charge counts against that charge first. After 14 days, a period that has started is not refunded.

A refund of the whole refundable amount ends the month: whatever is left of its credits leaves your balance when the money goes back, rather than running to the date it would otherwise have expired on. If you have only part of it back, the same share of what is left of the month goes, and the rest stays on your balance and expires on its original date. Either way, credits you had already spent out of the month are not taken back — they are deducted from the amount instead.

There is no free trial: a plan is charged when you buy it, and that month’s credits are granted by that charge, so everything above applies from the first month.

A plan also carries a storage allowance, and ending one affects your files. Your conversations stay whatever happens. The images the models generated for you stay too, but once the paid period is over they come under the free-account rule: they are deleted 90 days after the day each one was made. We do not apply that for a further 30 days after the period ends, so there is time to download anything you want to keep, or to resubscribe. Nothing is deleted while a plan is running, and files you attached to a message are never deleted on a timer at all.

How to ask

Email support@limns.cc from the address on your account, with:

• the order number, which is on the entry in Settings → Billing;
• the date and the amount;
• what you would like refunded, and why — one line is enough.

We answer within 2 business days and decide within 5 business days. If we cannot refund something we will say why, in plain words.

Writing from the account’s own address is normally all the proof we need. We may ask for a payment receipt or the channel’s reference where the request does not come from that address, where the money has to go somewhere other than where it came from, or where the pattern looks like fraud — and we will ask for nothing beyond what settles the question. A refund goes back to the payer, never to a third party.

How the money comes back

Every payment is refunded through Waffo Pancake, the merchant of record for every order, to the card or account you paid with. Banks usually post it within five to ten business days. Waffo refunds a payment once, in full or in part, and only within 14 days of it. Every payment and its invoice can also be found in Waffo’s customer portal, where you sign in with the email address you paid with.

The credits left from the purchase come off your balance at the moment the money goes back — all of them, or, for part of the refundable amount, the same share of them. Credits you had already spent are not clawed back: they were deducted from the amount instead.

Chargebacks

If something looks wrong on your statement, please write to us before asking your bank to reverse it. A chargeback costs us a fee and suspends the account while it is open, and almost everything is settled faster by email. We do honour confirmed fraudulent-use claims.

A chargeback is decided by your bank, not under this policy. It takes back the credits the payment bought, in proportion to the amount reversed, whether or not you have spent them (a plan month’s expired credits aside), so it can leave your balance below zero. If the bank later settles the case in our favour, the credits it took are put back on your balance.

Your statutory rights

Credits are digital content delivered immediately. In the EU and the UK you normally have 14 days to withdraw from a distance purchase; by buying credits and starting to spend them you ask for immediate delivery and accept that the right of withdrawal is lost for the part you have used, which is why the unused part stays refundable within those 14 days. Nothing on this page limits any mandatory consumer protection you have under the law of the country you live in.

Contact

Email support@limns.cc — answered within 2 business days by the developer who runs Limns. See our contact page, or the Terms of Service these refunds sit under.