Refund Policy

This policy explains how refunds work for the credits you buy from Biilda — the 60-day window our payment processor supports, how we calculate what’s refundable, and the protections built into the product that make asking for one rare. It applies to every purchase of credits, whether made through the website dashboard or from inside the desktop app, and it’s part of, and should be read alongside, the Credits section of our Terms of Service.

In short

What is refundable

You can request a refund of the unused credits from any purchase made in the last 60 days, to the original payment method. Sixty days is the window our payment processor, Stripe Managed Payments (acting through Link as merchant of record), supports for reversing a card charge. After 60 days the charge itself can no longer be reversed — but the credits are not lost: they remain fully usable, for as long as you like, as described in Credits never expire below. Only the person who holds the account the credits were purchased on can request a refund of them; we can’t process a refund for someone else’s purchase on your say-so.

How we calculate it

The amount we refund is the lesser of two numbers: (a) your current unused credit balance, minus any bonus or referral credits still sitting in it, and (b) the amount you paid for purchases in the last 60 days that haven’t already been refunded. We use the smaller of the two so that a refund can never exceed what you actually paid us, and so that credits you received for free are never paid out in cash. If you’ve made more than one purchase within the last 60 days, figure (b) is the total of all of those purchases that hasn’t already been refunded, not just the most recent one.

Here’s a worked example.

US$15.00 is the amount refunded, because it’s less than the US$20.00 originally paid. The 200 bonus credits are not refunded — and they stay in your account, usable, even after the refund goes through. If you have made no purchase in the last 60 days, figure (b) is zero and so is the refund — even if you still hold unused credits from older purchases, which remain usable. The calculation never goes negative, and we will never ask you to pay us back.

What is not refundable

• Credits you’ve already used. The moment a credit is spent, we’ve already paid the underlying provider cost for the AI work it covered. This is also a fraud safeguard: it’s what stops someone from buying credits, spending them, and then clawing the payment back.
• Bonus, referral, and other promotional credits. These are never refundable, and we may reverse them if the purchase that earned them is itself refunded or successfully disputed.
• Purchases older than 60 days. Our payment processor can no longer reverse a charge that old. The credits from that purchase remain usable — see below — but the money can’t be sent back.
• Any currency-conversion or foreign-transaction fee your own bank or card issuer charged on the original purchase, or charges on the refund. Those are set by your bank, not by us.
• A purchase that hasn’t finished processing yet. We can only refund a top-up once it has actually cleared with our payment processor and the credits have landed in your balance.

Credits never expire

Once purchased, credits have no expiry date and no dormancy fee. Whether you use them next week, next year, or slowly over several years, they keep their full value. The 60-day window described above applies only to reversing the original card charge — never to the credits themselves.

Credits are a prepayment for Biilda services, and nothing more. They are not money, a deposit, stored value, or a gift card, and they can’t be transferred to another person or another Biilda account. They have no cash value outside the Service, except that unused credits are refundable exactly as described in this policy.

Protections that make refunds rare

Most requests for money back come from surprise: a charge you didn’t expect, or work you didn’t get what you paid for. Biilda is built to avoid both:

• You can never spend more than your balance. Every AI call is checked and reserved against your balance before it runs, on our servers — there’s no way to be charged for more credits than you have.
• Running out pauses work, it never fails it. If a task or build hits your balance limit mid-way, it pauses in a resumable state and picks up exactly where it left off once you top up — nothing already done is lost or billed twice.
• Rolling back is always free. If something you built breaks, reverting to an earlier snapshot never costs credits, so you’re never forced to spend more just to get back to a working state.
• Nothing charges your card on its own. “Auto-recharge” only prompts you with a one-click top-up when your balance runs low — it does not charge your card automatically.

How to request a refund

The fastest way is the Request a refund button on your account dashboard, which opens a pre-filled email. You can also email support@biilda.com directly from the address on your account and tell us you’d like your unused balance refunded. We confirm the refundable amount from your wallet and issue it through our payment processor to your original payment method — this typically takes 5 to 10 business days to appear, depending on your bank. Any tax collected by the merchant of record on the original purchase is reversed along with the refund. Because a refund moves money, we may ask you to confirm your identity or answer a couple of account-security questions before we process it — this protects your funds as much as ours.

Currency and processing

Purchases are made in US dollars; checkout may show you an estimated amount in your local currency for convenience, but the purchase — and any refund of it — is denominated in USD. Exchange-rate movement between your purchase and your refund, and any conversion or foreign-transaction fee your bank applies, can change what actually lands in your account. Those movements and fees are outside our control and are not added back to your refund. A refund is processed back to the same card or payment method used for the original purchase; we can’t send it to a different card, bank account, or payment method.

Chargebacks and disputes

If something looks wrong on your statement, contact us first — we can almost always resolve a billing question faster than a bank dispute can, and without putting your account on hold. If you file a chargeback with your bank instead, we remove the credits from that purchase from your balance and may suspend your account while the dispute is being resolved. Our payment processor, as merchant of record, handles the dispute itself and will contact us for the evidence it needs. A chargeback we determine to be fraudulent — for example, disputing a purchase after its credits have already been used — can result in permanent termination of your account. For how broader disputes about this policy or your account are resolved, see the dispute-resolution section of our Terms of Service.

If we end things without your fault

If we terminate your account for reasons other than your breach of our Terms, or discontinue the Service entirely, we refund your unused purchased credits regardless of the 60-day window above. If our payment processor is no longer able to process that refund by the original method, we’ll arrange another way to return it to you.

Statutory rights

If you’re in the European Union or the United Kingdom, you generally have a 14-day right to withdraw from an online purchase. By purchasing credits and beginning to use the Service, you ask us to start performing immediately, which under applicable law excludes already-consumed credits from that withdrawal right once you’ve started using them. Unused credits remain refundable for 60 days under this policy — well beyond the 14-day statutory minimum, and you don’t need to invoke a withdrawal right specifically to get that refund; just ask, the same way described above. If you’re in Ontario or Quebec, your rights under provincial consumer-protection law to cancel certain purchases are unaffected by anything in this policy. Wherever you live, if a mandatory consumer-protection law gives you a right this policy doesn’t mention, that law still applies — nothing here is meant to take a right away.

Contact

Questions about a purchase or a refund? Email support@biilda.com. You can reach us in writing at Biilda AI Inc., North York, Ontario, Canada.