Legal
Refund Policy
Last updated: 10 October 2026
Visulixx works on prepaid credits. Most problems are fixed automatically — credits come back to your balance without you asking. This page explains when that happens, and when we return money to your payment method.
Credits back automatically
You never pay for a render that doesn't work. Credits return to your balance on their own, visible in your credit history, when:
- Consistency Lock can't verify a render — it retries once for free, and if the result still doesn't match your drawing, the render is refunded.
- A render fails — an engine error, an outage, or a broken image.
- A render stops before finishing — it's marked failed and refunded automatically.
- A shot from a locked world fails or drifts — that shot's credits come back.
Fix it first — included revisions
If a render isn't quite what you wanted, every render includes 2 free revisions: re-render it, try a different style, change the atmosphere, or make a one-line tweak. That's the quickest way to the result you need.
Money back to your payment method
- Unused purchase — you bought a pack or top-up and haven't used any of its credits: full refund.
- Charged but no credits — a payment went through but the credits never reached your account: full refund, or we add the credits, whichever you prefer.
- Charged twice — duplicate payments are refunded in full.
When we don't refund
- Renders that completed and passed Consistency Lock but simply weren't to your taste — the 3 free renders are there to judge our quality before you pay, and the included revisions are there to adjust.
- Credits that have already been spent, or that expired after their 12-month validity.
- Free, promo or signup credits — nothing was paid for them.
- Accounts suspended for breaking our Terms of Service.
How to ask
Email hello@visulixx.com from your account email with the payment date and amount (your Razorpay receipt is enough). We reply within one working day. Approved refunds go back to the original payment method through Razorpay and usually arrive within 5–7 working days, depending on your bank.