Refund Policy

Last updated: July 3, 2026

This Refund Policy applies to token top-up purchases made on VINCASO. Payments are processed by Paddle.com Market Limited, our Merchant of Record, so any approved refund is issued back to your original payment method through Paddle.

1. Failed Generations Are Never Charged

If an image generation fails for any reason (e.g. a technical error on our side or with our AI provider), the tokens for that job are not deducted from your wallet. Tokens are only deducted once a generation completes successfully and you receive your image(s).

2. Purchased Tokens

Because tokens are a digital product delivered instantly to your wallet, token top-up purchases are generally non-refundable once the tokens have been credited to your account. Please review the token package and price carefully before completing a purchase.

3. Exceptions

We will review refund requests on a case-by-case basis for situations such as:

• A duplicate or accidental charge for the same top-up;
• An unauthorized transaction on your payment method;
• A verified, unresolved technical failure that prevented you from using tokens you purchased.

Approved refunds are typically limited to unused token balance and are issued at our discretion.

4. How to Request a Refund

Contact us at support@vincaso.com with your account email and the date of purchase. We will confirm receipt and let you know the outcome of your request within a reasonable time.

5. Payment Processor

As our Merchant of Record, Paddle may independently review transactions for fraud or chargeback disputes in accordance with its own policies, in addition to the process described above.