How Marcelix handles refund requests for credit pack purchases.

What You Purchase

Marcelix credit packs are prepaid digital goods. When your payment is confirmed, credits are delivered immediately to your Marcelix account. There is no physical shipment, no manual delivery, and no waiting period. Credits are available for use inside Marcelix right away.

When Refunds Are Available

Marcelix will issue a refund in the following situations:

• Duplicate charge. You were charged more than once for the same credit pack in the same transaction.
• Payment processed but credits not delivered. Your payment was confirmed by the payment provider but credits did not appear in your Marcelix account due to a verified technical error.
• Unauthorized transaction. You can demonstrate that the purchase was made without your authorization.

When Refunds Are Not Available

Because credits are digital goods delivered instantly, refunds are generally not available in the following situations:

• Credits have already been partially or fully used for generations
• You change your mind after purchase
• You are dissatisfied with the output of an AI generation (credit costs are disclosed before each generation)
• Your account was suspended or terminated for violating the Terms of Use or Acceptable Use Policy
• The purchase is linked to fraudulent activity, chargeback abuse, or coordinated refund schemes

How to Request a Refund

To request a refund, email support@marcelix.com with the following information:

• The email address associated with your Marcelix account
• The credit pack you purchased
• The date of purchase and any order or receipt reference
• A clear description of the issue

Refund requests are reviewed against your billing records and account activity. Marcelix aims to respond to refund requests within 5 business days.

What Happens When a Refund Is Issued

When a refund is approved, the corresponding unused credits are removed from your account and the refund is returned through the original payment method. Only the unused portion of the purchased credits is eligible for refund — credits that have already been consumed by completed generations are non-refundable and will be deducted from the refund amount.

Chargebacks and Disputes

If you file a chargeback or payment dispute instead of contacting Marcelix directly, your account and any associated credits or rewards may be suspended until the dispute is resolved. We encourage you to contact us first so we can resolve the issue directly and quickly.

Contact

For refund requests or billing questions, contact support@marcelix.com.