Refund policy

1. Unused credit top-ups

Within 14 days of purchase, you may request a full refund through the contact page if none of the credits from that purchase have been used. Mandatory requirements of applicable law take precedence.

2. Template passes

To request a template-pass refund, submit your order number and reason through the contact page. We review payment status, delivery and use of template access, and applicable law. Once a full refund is confirmed, template permissions granted by that order will be revoked.

3. Used credits

Once credits have been used to start or complete image, video, or other digital creation, the corresponding delivered digital services are generally non-refundable. If only some credits have been used, we review the unused portion based on actual usage, fault records, and applicable law.

4. Failed or canceled generation tasks

When the system confirms a generation failure or task cancellation, reserved or deducted credits for that task are automatically returned to your olioli account. This is a credit reversal, not a bank card or wallet refund, and usually needs no separate request.

5. Duplicate charges, unauthorized payments, and service issues

If you encounter duplicate charges, locked templates after purchase, missing credits, account misuse, or a major service issue, contact us promptly with your account email, order number, payment date, and a description. We will check payment-provider transactions and system records. You may also report unauthorized payments directly to your card issuer or payment wallet, though contacting us first can help resolve the issue quickly.

6. How to request a refund

• Use the contact page to email your request from the account email used for the purchase.
• Include the order number, purchase date, reason for the refund, and whether you used templates or credits.
• We usually acknowledge requests within 2 business days and complete the review within a reasonable time.

7. Refund arrival time

Approved refunds are sent by the original payment provider to the original payment method. Banks or wallets usually take a further 5–10 business days to show the funds, depending on the provider and region. Tax and exchange-rate adjustments follow the rules of the payment platform and payment institution.

8. Abuse and exceptions

Where legally permitted, we may decline requests involving clear fraud, repeated refund abuse, violations of the terms of service, or substantial services already received through generated results. This policy does not limit consumer rights that cannot legally be excluded.