Billing and credits
Refund and Credits Policy
How credits are consumed and expire, when they are restored automatically, and how to get your money back.
Part of the Terms of Service. Payments and refunds are processed by Paystack.
1. How Credits work
Credits are prepaid units consumed when you run a job — a caption generation, an image render, a video clip, a publish action. The Credit cost of each action is shown in the Service before you run it.
Credits are consumed when a job starts. The compute is bought and spent at that moment.
Credits are not money, are not a deposit, are not redeemable for cash, and earn no interest.
Expiry. Purchased Credits expire 12 months after the date of purchase. Free monthly allowance Credits expire at the end of the month in which they are granted and do not accumulate.
2. Your rights under Nigerian law come first
Under the Federal Competition and Consumer Protection Act 2018, if you are a consumer you are entitled to a refund where a service is not rendered as agreed. Nothing in this policy limits that right, and no term here operates as a waiver of it. Where this policy and the FCCPA differ, the FCCPA wins.
Everything below is intended to be more generous than that statutory floor, not less.
3. Automatic restoration — you do not need to ask
Credits are returned to your balance automatically when:
| Situation | Remedy |
|---|---|
| A job fails because of a fault on our side — an internal error, a provider outage, a timeout | Credits restored automatically |
| A job never reaches a final state | Credits restored |
| An individual clip fails to render while others in the job succeed | Credits for that clip restored |
If a restoration does not appear on your credit ledger, email support@brandosse.com and we will correct it.
4. First purchase — 7 days, no questions asked
On your first paid purchase, you may request a full refund within 7 days for any reason at all. You do not have to explain, and we will not ask.
- Available once per account, on the first purchase only.
- Credits consumed during those 7 days are deducted at the rate they were charged; the remainder is refunded in full.
- We absorb the payment processing fee. You receive the full amount you paid.
5. After the first purchase
| Situation | Position |
|---|---|
| Unused Credits | Refundable within 14 days of the purchase that created them |
| Consumed Credits | Not refundable, except where the Service failed to do what it described — see section 2 and section 3 |
| You did not like the generated Output | Not a refund ground on its own. Generation is probabilistic and quality is not guaranteed (Terms §9.2). This does not cover a job that failed, produced nothing, or did not do what the interface said it would |
| A platform rejected, removed, throttled or de-ranked your post | Not refundable — outside our control (Terms §11.3) |
| Your social platform account was suspended | Not refundable — outside our control |
| Expired Credits | Not refundable |
| Account terminated for breach of the Acceptable Use Policy | Unused Credits forfeited, except where the law requires otherwise |
6. If we cancel or change things
| Situation | Remedy |
|---|---|
| We charge you twice for the same purchase | Full refund of the duplicate |
| We charge you after you cancelled | Full refund of the incorrect charge |
| We materially reduce or remove a feature you paid for | Pro-rata refund of the unused period |
| We terminate your account for a reason other than your breach | Pro-rata refund of unused Credits and any unexpired prepaid period |
7. How to request a refund
Email support@brandosse.com from your account email address with the transaction date, the amount, and — unless you are using the section 4 window — what went wrong.
We respond within 5 business days.
8. How refunds are paid
Approved refunds are returned to the original payment method through Paystack. You do not need a Paystack account to receive one.
| Original payment method | Typical time to arrive |
|---|---|
| Card | 5 to 10 business days, depending on your bank |
| Bank transfer | 2 to 3 business days |
After 180 days. Paystack can only reverse a transaction within 180 days of the original charge. If your refund is approved after that window, we will pay it by direct bank transfer instead, and will ask you for account details for that purpose only.
Currency. Refunds are made in the currency you were originally charged, in the amount originally charged. We do not compensate for exchange rate movement if your card was denominated in another currency.
9. Chargebacks and disputes
Please email us before raising a chargeback with your bank. It is faster, and in almost every case we will simply refund you.
If a chargeback is raised, we may suspend the account until the dispute is resolved. Where a chargeback is raised after we have already refunded the same transaction, or is found to have been made in bad faith, we may terminate the account under Terms §15.
10. Changes to this policy
We may update this policy. Material changes are notified as set out in Terms §20, and the version in force when you made a purchase governs that purchase.
The rest of the agreement