Refund Policy
Effective Date: April 17, 2026
This Refund Policy explains when ERNIE Image may issue refunds for paid credit purchases and billing issues.
General Refund Rule
ERNIE Image sells digital credit packs and related digital services. Purchases are generally non-refundable once credits have been used.
We may approve a refund when:
- you were charged more than once for the same order;
- a payment succeeded but paid credits were not delivered to your account;
- a billing error occurred because of a technical problem on our side;
- you request a refund within 7 days of purchase and none of the paid credits from that purchase have been used.
Non-Refundable Cases
We do not issue refunds for:
- used or partially used credit packs;
- completed or partially completed image generations;
- dissatisfaction with creative results where the service functioned as intended;
- promotional, bonus, referral, or complimentary credits;
- purchases made more than 7 days before the request;
- accounts involved in abuse, fraud, policy violations, or chargeback misuse.
Failed Delivery or Duplicate Charges
If credits were not added to your account after a successful payment, contact us at support@ernieimageai.org with your order details. We will investigate and correct the error promptly.
How to Request a Refund
Email support@ernieimageai.org with your account email, order reference, purchase date, and reason for the request. We aim to respond within 3 business days.
Processing Time
Approved refunds are returned to the original payment method and typically appear within 5–10 business days depending on your bank or card issuer.
Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with a revised effective date.
Contact
For refund questions, contact support@ernieimageai.org.