Refund, Cancellation and Withdrawal Policy

• Consumers get a full 14-day right of withdrawal. No reason needed, no deduction for what you already used. Email [email protected] within 14 days of your purchase and we refund it in full.
• You can cancel a subscription at any time. It stays active until the end of the period you already paid for.
• Credit packs do not expire, and cancelling a subscription does not delete them.
• Subscriptions renew automatically until you cancel. Cancelling is one click in the dashboard.
• We do not charge VAT today. The price you see is the total amount charged.
• A failed or blocked image or video generation is refunded to your credit balance automatically (section 8A).
• There is no uptime SLA and no automatic service credits. If the Service does not work as described, section 9 sets out what you can require.

This summary is for orientation only. The numbered sections below are the binding text. Nothing in this policy takes away rights you have under mandatory EU or Bulgarian consumer law.

This policy is part of the agreement between you and Audexum ("we", "us"), the operator of audexum.com. Read it with our Terms of Service.

Please note: incorporation of a Bulgarian company under the Audexum name is in progress and is not yet complete. Until it is, the trader is a natural person established in Bulgaria trading as Audexum. There is no company registration number or VAT number to publish, and we do not print one. See /imprint.

Sections 3 to 5 apply only if you are a consumer — a natural person buying outside your trade, business, craft or profession. Business buyers have the rights in sections 6 to 13 but not the statutory withdrawal right.

• A plan subscription — a recurring charge that gives you a monthly credit grant and access to the paid features of your tier. Billed monthly or annually, as you choose at checkout.
• A credit pack — a one-time purchase of credits added to your balance.

Credits are spent by using the Service. Your monthly grant is spent first, then any pack credits. Unused monthly grant does not roll over into the next month. Pack credits do not expire (section 8).

Under Directive 2011/83/EU on consumer rights, as transposed in Bulgaria and in your own country, a consumer who buys online normally has 14 days to withdraw from the contract without giving any reason. The 14 days run from the day the contract is concluded — for us, the day your payment succeeds.

Article 16(m) of that Directive lets a trader switch this right off for digital content, but only if the trader obtains, at the point of purchase, the consumer's express prior consent to performance beginning during the 14 days and the consumer's acknowledgement that the right of withdrawal is thereby lost.

Our checkout does not ask for that consent or that acknowledgement. You tick a box accepting our Terms and Privacy Policy, and that box says you keep the 14-day right. Earlier versions of our Terms nonetheless asserted that the right was waived. That assertion was not valid and we do not rely on it. Accordingly:

• Every consumer purchase carries a full 14-day right of withdrawal — subscriptions and credit packs alike.
• You owe nothing for what you used in the meantime. Because we did not obtain the consent and acknowledgement described above, article 14(4)(b) of the Directive applies and we do not deduct anything for credits you spent, audio you generated, or voices you created before withdrawing.
• You do not have to give a reason, and we will not ask you for one.

1. Tell us within 14 days of the purchase. The quickest way is Withdraw from contract here on your dashboard: add a note if you like, press Confirm withdrawal, and we email you a receipt with its content and the time we received it. You can also write to [email protected] or [email protected]. Any clear statement is enough — the model form in section 5 is offered for convenience, not required. Sending your message on the 14th day is in time.
2. We confirm receipt by email.
3. We refund the full amount you paid within 14 days of receiving your withdrawal, using the same means of payment you used. Refunds are issued through Stripe and land back on the card or account you paid with. You pay no fee for the refund.

What happens to your account after a withdrawal:

• If you withdraw from a subscription, the subscription ends and your account returns to the free plan. Your account, your saved content and any pack credits you bought separately stay as they are.
• If you withdraw from a credit pack, the credits that pack granted are removed from your balance. If you have already spent some or all of them, your balance simply stops at zero — we never ask you to pay the difference back.

Withdrawing does not delete your account or your personal data. To ask for erasure, see /privacy.

Complete and send this form only if you wish to withdraw from the contract. Email is fine; there is no need to post it.

To: Audexum
Bulgaria — postal address on request from [email protected]
Email: [email protected]

I hereby give notice that I withdraw from my contract for
the following service:

  Purchase (plan or credit pack): ______________________
  Ordered on (date):              ______________________
  Account email:                  ______________________

Name of consumer:     ______________________
Address of consumer:  ______________________

Signature (only if this form is sent on paper): ______________
Date: ______________

We intend to add, at checkout, an explicit and separate confirmation in which you ask for the Service to be made available immediately and acknowledge that doing so ends your right of withdrawal. Until that confirmation is actually presented to you and ticked by you, section 3 applies in full and this section does nothing.

Once it is in place, and only for purchases made after that date:

• If you give that confirmation and we begin supplying the Service, you lose the 14-day withdrawal right for that purchase, as article 16(m) allows.
• If you do not give it, we may withhold access until the 14 days have passed, or you keep the full withdrawal right. We will not simply take the consent as given.
• Purchases you made before that change keep the full 14-day right described in section 3.
• Your rights when the Service does not work as described (section 9) are unaffected either way.

• How. In your dashboard, use Cancel subscription, or open the billing portal and cancel there. You can also email [email protected] and we will do it for you.
• When it takes effect. Cancellation takes effect at the end of the period you have already paid for. You keep your paid tier, its features and its monthly credit grant until that date. No further charge is taken after you cancel.
• After that date your account moves to the free plan. It is not deleted, and your saved content stays.
• No partial refund of the remaining period. Cancelling mid-period does not refund the unused part of that period, because you keep full access for it. This is separate from the withdrawal right in section 3 and from your rights in section 9.
• Unused monthly grant is not refunded and does not carry over. The monthly grant is an allowance attached to the plan, not a stored balance.
• Pack credits survive cancellation. See section 8.

• They do not expire. Pack credits stay on your account until you spend them. There is no expiry date and no dormancy rule.
• Cancelling a subscription does not remove them. They remain spendable on the free plan.
• If we terminate your account for a breach of the Terms or the Acceptable Use Policy, tell us and we will refund the unspent pack credits at the price you paid for them, unless the account was used for fraud or for a payment we could not lawfully keep. We do not confiscate credits you have paid for.
• If you close your account yourself, ask us before you do — unspent pack credits are refundable on request at the price paid, pro rata to what is left.
• Pack credits are not money, cannot be transferred between accounts, and are not exchangeable for cash except as set out above.

• The price is shown first. Before you generate an image or a video, we show the exact credits it will cost, and that is what we charge.
• Failed or blocked generations are refunded automatically. If a generation fails, times out, or is blocked by our safety checks or by the engine's before you receive the result, the credits go back to your balance in full, without you asking. A request refused before it reaches the engine is never charged.
• Refunds are in credits. These refunds return credits to the balance they came from. They are separate from, and do not reduce, your 14-day right of withdrawal in section 3, which refunds money.
• A result you received is not refunded because you dislike it. AI output varies. If a result is defective, for example corrupt, blank or cut short, tell us at [email protected] within 30 days and we will refund its credits; section 9 also applies.
• If you think a block was wrong, you can appeal under the Acceptable Use Policy, section 18. A blocked request was already refunded, so an appeal is about your account standing, not about credits.

Under Directive (EU) 2019/770 on digital content and services, if what we supply does not conform to what we described, you may require us to bring it into conformity. If we do not do that within a reasonable time, or cannot, you are entitled to a proportionate price reduction or to terminate the contract and receive a refund for the part you did not get. These rights are yours by law; we cannot and do not limit them.

To use them, email [email protected] describing what is wrong and when it started.

We do not offer an uptime SLA and we do not issue automatic service credits. An outage is handled as a conformity question under this section, on the facts, not against a published availability figure.

• Subscriptions renew automatically at the end of each period — every month for a monthly plan, every year for an annual plan — until you cancel. The renewal is charged to the payment method you used, at the price then published for your plan.
• Your next renewal date is always shown in your dashboard and in the billing portal.
• Turning it off is the same action as cancelling (section 7): once you cancel, no renewal charge is taken.
• Reminder before renewal. We commit to email you at least 7 days before an annual plan renews, and at least 30 days before any renewal at a changed price, to the address on your account. Monthly renewals are not emailed individually. If we fail to send a reminder we committed to here, and you tell us within 14 days of the charge that you did not want to renew, we refund that renewal in full.
• Price changes never apply to a period you have already paid for, and never take effect without the notice described above. If you do not want the new price, cancel before the renewal date.

If you were charged twice for the same thing, charged after cancelling, charged the wrong amount, or charged for something you did not buy, email [email protected] with the date and amount. You do not need to find the transaction ID.

• We aim to reply within 5 working days. Audexum is run by one person, so please allow that long before chasing.
• Where the charge was our error, we refund it in full to the original payment method. We do not offer account credit instead of a refund for our own billing error.
• If a credit pack is refunded, the credits it granted are removed from your balance, clamped at zero — as in section 4.
• Please report a billing error as soon as you notice it. We will look at any report made within the general limitation period under Bulgarian law, and reporting one late does not by itself forfeit it — but the older a charge is, the harder it is for either of us to reconstruct.

Raising a dispute with your bank or card issuer is your right. Nothing in this policy asks you to give it up, and we will not charge you a fee, suspend you, or treat it as a breach for exercising it. We would rather you email us first, because we can usually refund faster than a chargeback resolves — but that is a preference, not a condition.

What actually happens on our side when a dispute is raised:

• Stripe notifies us and the disputed amount is held.
• If the dispute is about a credit pack, the credits that pack granted are removed from your balance automatically, clamped at zero — you are never left with a negative balance.
• We may respond to the dispute with our records of the purchase and of the use made of the account. Your card issuer decides the outcome, not us.
• If a dispute is decided against us, or we simply accept it, that ends the matter for that payment.
• We may suspend a paid plan while a payment for it is unpaid or reversed. We do not delete your account or your content for that reason.

• No VAT is currently added to your payment. The price shown at checkout is the total amount charged. We are not currently VAT-registered and are not registered for the EU One-Stop-Shop scheme, so no VAT is charged, collected or shown.
• Older wording in our Terms described prices as exclusive of VAT. That did not match what is actually charged, which is why it has been corrected. The price shown to a consumer at checkout is the final amount taken for that purchase.
• If we become VAT-registered, prices displayed to consumers will continue to be shown inclusive of any applicable VAT, as EU consumer pricing rules require. We will give notice under the Terms before any price you pay changes. Purchases you have already made are unaffected.
• Receipts for your payments are issued by Stripe and are available in the billing portal.
• If we become VAT- or OSS-registered, we will publish the number and update this policy before it affects any price you are shown.

Send complaints to [email protected]. Tell us what happened and what you want us to do. We aim to give a substantive reply within 14 days.

If you are not satisfied, you can complain to the Bulgarian Commission for Consumer Protection (Комисия за защита на потребителите) — https://kzp.bg. You may also complain to the consumer protection authority or alternative dispute resolution body in your own country of residence.

Nothing here stops you going to court. As a consumer, you may bring proceedings in the courts of the country where you live, and you may only be sued there.

Complaints about content, abuse or copyright go to /report, not to this address. Privacy requests go to [email protected] — see /privacy.

We update this policy when our billing or refund practice changes. A change never applies retroactively to a purchase you already made: the version in force on the day you paid governs that payment. Material changes are made as section 3 of the Terms describes, and a price change on a subscription is emailed at least 30 days before it applies at your next renewal.

• Refunds, cancellations, withdrawal, billing errors, complaints: [email protected]
• Privacy and data requests: [email protected]
• Trader: Audexum, established in Bulgaria.