Legal
Refund policy.
You are not charged for a call that fails, you can cancel a recent top-up for 30 days, and a remaining balance under $10 is refunded any time. Here is how billing works and how to get your money back.
01
The short version
A run that fails is not charged at all: the hold is released in full, automatically, no email needed.
A quote is an estimate, not a promise of the final price: we hold the quote, or up to 2x the quote on a tool whose final price is only known when the call ends, and you pay the call's final price, never more than the hold. A call can never take your balance below zero, and Eden Engine absorbs anything above the hold.
You can cancel a recent top-up: balance you have not spent is refundable within 30 days of the top-up that funded it. A remaining balance under $10 is refunded free on request at any time. These are limited exceptions; otherwise your balance stays in your workspace and never expires. See unspent balance below for how to ask.
The rest of this page explains exactly how a call is billed, what we do and do not refund, and how to reach us before you go to your bank.
02
How a call is billed
1. You call; we place a hold
Making a tool call places a hold against your available balance, sized to the quote for that exact input; omnial_execute with dry_run: true shows you that same figure before you commit to it. Held balance is not spent; it stays held while the call runs.
2. The call finishes; we settle
When the provider responds, we work out the call's final price and charge that, releasing whatever is left of the hold back to your available balance. At or under the quote, you pay that price and the rest comes straight back.
3. The call fails; the hold is released
If the call fails at any stage (the provider errors, times out, or we cannot reach it), nothing was delivered, the charge computes to zero, and the entire hold returns to your balance. No email needed, no form to fill in.
A call can cost more than it was quoted: a provider that billed for more than it was asked for, or an estimate that was wrong about a quantity. That excess is charged too, but never beyond the amount held for the call (the quote, or up to 2x the quote where the provider reports the final cost), so a call can never take your balance below zero. Past the hold we absorb the difference ourselves and pull the tool out of the catalog, because a call that costs a multiple of its own quote is our defect, not your usage.
4. If your balance goes below zero
A call never takes it there: it is refused up front unless your available balance covers what we hold for it. Your balance can go below zero in three cases: a card dispute, a refund of a top-up whose credit you have already spent, and storage. Your computer's disk, the time it is awake for a file export, and your Vault's storage are charged in full each day, even when that takes your balance below zero. The amount below zero is then paid off by your next top-up: a top-up is added to your balance as it stands, so the amount you owe comes off first and only the rest becomes available to spend. No new call starts until the balance is back above zero. If your computer has storage set aside, a top-up pays off what you owe first, then refills that set-aside, and only the rest becomes available to spend.
03
When you are not charged at all
- The call fails. Whatever the cause (the provider is down, it returns an error, our own worker crashes mid-call), the hold is fully released and the charge is zero.
- The call is refused before it starts. A missing scope, an insufficient balance, or a spend cap stops the call before any provider is contacted, so it never touches your balance.
If a call failed and your balance does not look right afterwards, that is a bug and we want to know about it. Email pixellabsweb3@gmail.com with the run and the date, and we will fix it.
04
Stopping a call in progress
No tool in the catalog supports stopping a call once it has started. If a tool adds that later, its page will say so, and stopping it will release whatever is left of the hold.
If a call was made by mistake, email us at pixellabsweb3@gmail.com. If it has not yet done billable work we will release the hold; otherwise it is charged as normal. See the next section if the result itself is the problem.
05
You got a result, but it is wrong or unusable
A call that ran and was charged paid for work a third party actually did. If the result is unusable, tell us and we will look at it.
Email pixellabsweb3@gmail.com within 14 days, name the run, and tell us what went wrong. Depending on what happened, we will do one of these:
- Credit some or all of that call's price back to your balance, if the output was clearly broken: malformed, empty, or not what the tool's page describes.
- Ask the provider we bought the call from for a refund where its own terms cover that failure, and pass on to you whatever it returns.
- Explain why we think the result is what the tool does, if that is the answer; correct output you did not want is not a billing error.
What this does not cover: a call whose result was accurate but did not suit your use case, or a provider's own rate limit or outage that our terms of service already disclose as outside our control.
06
Refunding unspent balance
If you have topped up and decided Eden Engine is not for you, you can cancel that top-up and we will refund what you have not spent of it, within the window below.
Unspent balance is refundable within 30 days of the top-up that funded it. Request a refund and we send the unspent portion of that top-up back to your original payment method, with the corresponding amount coming off your available balance. There is no fee for a refund. The top-up fee is not refunded.
Spending comes off your oldest top-up first, so the unspent portion of a top-up is what is left of it after that.
This is a limited exception, a right to cancel a recent top-up. It is not a way to turn your balance into money: balance cannot be withdrawn, and apart from the refunds described on this page it cannot be redeemed for cash.
A remaining balance under $10 is refunded free on request at any time. It does not matter when you topped up. The refund goes to your original payment method. This covers balance you paid for, not promotional credit. It is a limited exception, not a general right to take your balance out as money.
Refunds go only to the original payment method. If that card can no longer take the refund (it was closed or has expired, say), your bank normally still passes it on to the account behind the card. If a refund fails anyway, we email you to sort it out.
After 30 days, a top-up is no longer refundable on request, except for a remaining balance under $10 as above. The balance it bought stays in your workspace indefinitely and never expires, so you can still spend it. We never charge a fee for holding, keeping or refunding your balance: no dormancy, inactivity, maintenance or cash-out fees. Your balance goes down only for what you use (tool calls, chat, and Vault storage, which is charged daily while files are stored, including files in the trash) and, if you dispute a payment, as described in the terms of service.
If an account sits unused long enough that the law requires us to report its balance as unclaimed property, we will contact you first, by email and any other way the law requires, so you can use your balance before that happens; see the terms of service. If a refund leaves your account with no balance, the 90-day countdown for your Vault files starts, as described under chat and the Vault in the terms.
If we close your account, the 30-day window above does not apply. If we close it for a reason that is not your fault (we discontinue the service, for example; see the terms of service), we refund your full unspent purchased balance regardless of how long ago you topped up. If we close it for a serious breach of the terms instead, we may apply your unspent balance against amounts you then owe us that are due and liquidated (a negative balance, an unpaid charge, or a dispute fee owed under the terms) and refund the rest. We will not withhold your balance against a claim for damages we have not yet established.
The 30-day window also does not apply if you reject a change to the terms under the terms' changes section: in that case we refund your full unspent purchased balance regardless of when you topped up.
Closing your account does not refund your balance: it keeps it, recoverable. Closing (see the terms of service's closure section) revokes your API keys, detaches your saved card, and turns off auto top-up, but any balance left on the account is neither refunded nor removed; it stays recorded exactly as it was. It is never auto-refunded and never zeroed. If you reopen the account (you can do this any time, from the billing dashboard, with no waiting period), that balance is spendable again, less anything refunded or reversed while the account was closed (see below: an unspent top-up inside its 30-day window stays refundable even after you close, and a refund or a dispute takes money off the balance whether the account is open or closed). Reopening does not restore your revoked API keys (you mint new ones), re-attach your saved card, or re-arm automatic top-up; those need setting up again.
Deleting your account does not forfeit your balance. Deleting does not refund it either: ask for any refund you are owed under this policy before you delete the account. Any other balance stays on our books and is handled under unclaimed-property law; it is never forfeited, and deletion never pays out cash.
If you want your balance refunded rather than kept, ask before you close the account; email pixellabsweb3@gmail.com. Once closed, an unspent top-up inside its 30-day window is still refundable exactly as described above; send that request and we will process it against the closed workspace. Balance already spent on a completed call is not covered by this section; that goes through the section above if the result itself was the problem.
Balance we grant rather than sell (a promotional credit, for example) has no cash value and is not refundable, because there is no purchase behind it to refund.
07
How to ask for a refund
Email pixellabsweb3@gmail.com from the address on your account. Include the run or the top-up in question if there is one. You do not need to fill in a form.
- We reply within 3 business days.
- Approved refunds are issued to the original payment method through Stripe. Your bank typically takes 5–10 business days after that.
- Refunds are in the currency you paid in. We do not cover any currency-conversion difference your bank applies.
Before you file a chargeback
Please send us a refund request first. A chargeback ties up the disputed amount while it is open, and most of these are billing questions we can fix directly. If we have got something wrong, tell us and we will make it right; that is a cheaper outcome for both of us.
If a payment is disputed anyway, we take the disputed amount off your balance while the dispute is open, and auto top-up turns off. If the dispute is decided in your favour, the amount stays off your balance because your bank has returned it to you, and there is no dispute fee. If it is decided in our favour, the disputed amount goes back on your balance and the dispute fee our payment processor keeps comes off it. This can take your balance below zero; your next top-up pays that first. See the terms of service.
08
Contact
Pixel Labs Solutions LLC
pixellabsweb3@gmail.com
This policy sits alongside the terms of service and the privacy policy. Nothing here removes any refund right the law gives you where you live.