Refund Policy

This policy explains when we refund coin purchases and how to ask for one. It sits alongside our Terms of Service; where the two overlap, the Terms are the primary document and this policy fills in the detail.

1. What you're buying

Filthymates sells coins — a prepaid credit used to generate images, videos and other content on the service. Coins are a digital good. They are added to your account the moment payment clears.

Coins do not expire while your account is open and in good standing. They cannot be transferred, sold, or exchanged for cash. Prices in coins are shown before you spend them.

2. Right of withdrawal

If you are a consumer in the EU you normally have 14 days to withdraw from a distance purchase of digital content without giving a reason.

This right stops applying the moment a render begins. By spending coins on a render you expressly request that we start work immediately and you acknowledge that you lose your right of withdrawal for those coins once the render has been delivered. This is permitted under Article 16(m) of the Consumer Rights Directive as implemented in Dutch law.

For coins from a purchase you have not yet spent, the 14-day right still applies — see section 3.

3. When we refund

• Duplicate or unauthorised charges. If you were billed twice for the same order, or charged for something you did not authorise, we refund the duplicate charge in full.
• Unspent coins, within 14 days. If you bought coins in the last 14 days and none of them from that purchase have been spent, we refund the untouched balance on request.
• Service failure on our side. If a render failed because of a server-side error and the coins were not automatically returned to your balance, we refund or re-credit the affected coins. See section 6.
• We discontinue the service. If we shut Filthymates down we refund any unspent coins, as set out in the Terms.

4. When we don't refund

• Coins that have already been spent on a render, a video, a chat message or any other paid action. The service has been delivered at that point.
• Dissatisfaction with the output. Generation is automated and probabilistic and depends on the options and prompts you choose. A result that is off-model, not to your taste, not spicy enough, or too spicy, is not grounds for a refund.
• Renders we refused or stopped because they would breach the Content Policy. Coins spent on a request we refuse on those grounds are not returned.
• Accounts suspended or closed for breaching the Terms or the Content Policy. Any remaining coin balance is forfeited, as set out in the Terms.
• Coins gifted, awarded through promotions, or issued as goodwill credit. These have no cash value and are not refundable.
• Purchases older than 60 days, except where the law requires otherwise.

5. How to ask

Write to support from the email address on your account and tell us:

• your Filthymates username;
• the order or receipt number from the payment provider;
• the date and amount of the purchase;
• what you would like refunded, and why.

We aim to reply within 3 business days. Approved refunds go back to the original payment method and usually appear within 5–10 business days depending on your bank or card issuer.

6. Failed renders

If a render fails on our side the coins are automatically returned to your balance and the retry is free. That is the normal path and you should not need to contact us.

If a failure slipped through and coins were not returned, write to support with the mate or video in question and we will re-credit them.

7. Chargebacks

If you think a charge is wrong, please come to us first. Most disputes are sorted out in an email or two. Chargebacks filed without contacting us — particularly on coins that have been spent — may lead to the account being suspended and any remaining balance forfeited, as set out in the Terms.

8. Payment processor

Coin purchases are handled by a third-party payment provider. Their terms apply to the payment itself, and where the provider acts as merchant of record the sale contract for that purchase is between you and them. You may contact the provider directly using the order number on your receipt. We will always try to resolve refund requests ourselves first as it is faster.

9. Changes to this policy

We may update this policy from time to time. The version in force at the time of your purchase is the one that applies to that purchase. If a change materially affects you we will tell you by email or on the site before it takes effect.

Contact

TODO B.V.
TODO street and number, TODO Almere, The Netherlands
Contact support