Refund Policy
Last updated: September 17, 2026 · Effective: October 2, 2026 for existing accounts; for new accounts, upon creation
1. General rule: all sales are final
NYLOS sells subscription plans (monthly or annual) that include credits for AI generations (images, text, edits), and one-time credit top-ups. Because each generation consumes computational resources and third-party services that are paid for at the time they run, payments for plans and top-ups are non-refundable, including billing periods already started and unused credits, except for the exceptions listed in this Policy. You may cancel your subscription at any time to avoid the next renewal: cancellation takes effect at the end of the paid period.
Before subscribing to a plan you may try the service by generating a free batch of ads when you create your account.
2. Exceptions — cases in which we do refund
2.1 Duplicate charges or technical errors
If the payment processor charges you twice for the same purchase due to a technical error, or if you paid but the credits were not credited to your account, we refund the full amount of the affected charge. Contact us within 60 days of the charge at legal@nylos.io with the transaction ID.
2.2 Fraud or unauthorized card use
If a third party used your card without authorization to pay for a plan or a top-up on NYLOS, report it to us immediately and we will cancel the unused credits with a refund. We will ask you for evidence of the fraud report to your bank or payment provider.
2.3 Prolonged service outage
If NYLOS suffers a prolonged downtime (more than 72 consecutive hours) that prevents normal use of the service, and you had unused credits at the time of the incident, you may request a proportional refund of those unused credits. The refund is evaluated case by case and is granted at the team's reasonable discretion.
2.4 Billing error due to a price change
If we change the prices of plans or top-ups without prior notice and we charge you the new price in error, we refund the difference.
3. Cases in which we do NOT refund
Examples (non-exhaustive list):
- "I no longer use the service" or "I changed my mind."
- Dissatisfaction with the aesthetic or creative quality of AI outputs. The models are probabilistic and results vary.
- Credits consumed on generations that you later do not use commercially.
- Unused plan credits at the end of a monthly cycle or when you cancel your subscription.
- Renewals you did not cancel before the renewal date.
- Generated images that do not meet your specific expectations.
- Termination of your account for violation of the Terms or the Acceptable Use Policy.
- Currency conversion or exchange-rate differences between your bank and USD.
4. How to request a refund
Send an email to legal@nylos.io including:
- Email of your NYLOS account.
- Transaction ID (the one that appears in the payment confirmation email you received).
- Date and amount of the charge.
- Reason for the request with as much detail as possible.
- Relevant evidence (screenshots, confirmation emails, bank reports if applicable).
We respond within 5 business days. Approved refunds are processed to the original card and may take 5–10 business days to appear in your account, depending on the bank.
5. Chargebacks
Before initiating a chargeback with your bank, please contact us first. Chargebacks without prior contact generate fees for us and may result in permanent suspension of your account, including loss of all unused credits and a ban on creating future accounts.
6. Contact
All refund requests: legal@nylos.io