Refund Policy

Overview

NovelFlame uses a token-based system for content generation. Tokens are a virtual currency purchased with real money and used to generate AI stories, images, and video on the platform. Tokens have no cash value outside the Service and cannot be traded or transferred between accounts. This Refund Policy governs refund eligibility for token purchases.

Eligibility for Refund

You may request a refund if all of the following conditions are met:

• The refund request is made within 14 days of the original purchase date
• The tokens from the purchase in question have not been used (spent on content generation)
• Your account is in good standing and has not been suspended or terminated for policy violations

Partial refunds may be issued if only a portion of the purchased tokens remain unused, calculated proportionally based on the original purchase amount.

Non-Refundable Items

The following are not eligible for refund:

• Tokens that have already been spent on story generation, image generation, or video generation
• Purchases made more than 14 days ago
• Bonus or promotional tokens that were not directly purchased
• Tokens remaining on accounts terminated for policy violations

How to Request a Refund

To request a refund, email us at billing@novelflame.ai with the following information:

• Your account email address
• The date of purchase
• The purchase amount and token quantity
• Your reason for requesting a refund
• The transaction ID or payment confirmation (if available)

Processing Time

Refund requests are reviewed within 3 business days of receipt. Approved refunds are processed within 5-10 business days and returned to the original payment method. You will receive an email confirmation once the refund has been processed. Please note that your bank or payment provider may take additional time to reflect the refund in your account.

Exceptions

We may, at our sole discretion, grant refunds outside of the standard eligibility criteria in cases of: (a) platform errors that resulted in unintended token charges; (b) documented unauthorized purchases on your account; (c) billing errors on our part. These exceptions are handled on a case-by-case basis.

Chargebacks

If you initiate a chargeback through your bank or payment provider instead of contacting us first, we reserve the right to suspend your account pending investigation. We encourage you to contact our billing team first, as we can often resolve issues faster than the chargeback process. Fraudulent chargebacks may result in permanent account termination.

Contact

For all refund inquiries, please contact us at:

• Email: billing@novelflame.ai