Refund & Returns Policy

Every purchase on Phantex.io falls into one of these categories, and refund eligibility depends on which one applies:

Under Article 16(m) of EU Directive 2011/83/EU (and equivalent provisions in most jurisdictions with consumer-protection law), the standard 14-day right of withdrawal for online purchases does not apply once digital content is supplied and you’ve expressly consented to lose that right at the point of purchase — which happens when you spend credits to generate something. This is standard for all AI generation services, since the underlying compute cost is incurred the instant a request is processed, whether or not you’re satisfied with the result.

In practice, this means:

• A completed generation (a cover, listing, or piece of content you’ve already received) cannot be “returned” the way a physical product can
• Simply changing your mind after a successful generation is not grounds for a refund
• Unused, un-spent credits sitting in your balance can be refunded within the window described in Section 3
• A generation that fails, errors out, or is never delivered is always eligible for a refund or automatic credit reversal

We refund promptly and without argument in the following situations:

• Failed generation. If a cover, listing, or content generation fails due to a technical error on our end, the credits charged are automatically returned to your balance — this happens without you needing to contact us.
• Duplicate or erroneous charge. If you were billed twice for the same top-up, or charged an incorrect amount due to a system error, we refund the difference in full.
• Unused credit balance. Credits purchased but never spent can be refunded to your original payment method within 14 days of purchase, provided your account is in good standing and the credits weren’t obtained through a promotional bonus.
• Unauthorized transaction. If your payment method was used without your authorization, contact us immediately — we’ll investigate and reverse the charge once confirmed.
• Subscription cancellation. Cancelling a subscription stops future billing immediately; you retain access through the end of the period you already paid for. Partial-period refunds are not issued, except where required by local law.

Consistent with Section 2, the following are not eligible for a refund:

• Credits already spent on a successfully delivered generation, regardless of your subjective satisfaction with the creative result (style, mood, or composition are inherently variable outputs of an AI model)
• Covers or content unlocked (paid to remove the watermark) and successfully delivered
• Promotional, bonus, or gifted credits
• $PHTX token purchases and presale allocations, once the on-chain transaction has been confirmed — blockchain transactions are irreversible by design and we have no technical ability to reverse them
• Charges disputed after the 14-day window in Section 3, except where required by mandatory consumer law in your jurisdiction

1. Contact support Email billing@phantex.io with your account email, the date of the transaction, and a short description of the issue.
2. We review the request Our team checks the transaction and generation logs against the eligibility criteria in Section 3. Most reviews are completed within 2 business days.
3. Refund or explanation If approved, funds are returned to your original payment method within 5–10 business days depending on your bank or provider. If declined, we’ll explain exactly why with reference to this policy.

If you believe a charge is incorrect, please contact us first — most issues are resolved faster and more fairly through direct support than through a card issuer dispute. Filing a chargeback without first contacting us may result in the affected account being suspended while the dispute is investigated, and we reserve the right to contest chargebacks that fall outside the eligibility criteria in Section 3 by providing our transaction and delivery records to the payment processor.

Nothing in this policy limits any statutory right you have under the mandatory consumer-protection law of your country of residence that cannot be waived by agreement. Where this policy and mandatory local law conflict, the law that protects you takes precedence.

We may update this policy as our products and pricing evolve. The version in effect at the time of your purchase is the one that governs that transaction. Material changes will be reflected by an updated “Last updated” date above.