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Refund Policy

Version 2026-05-12 · Effective 2026-05-12

Short version: M-Factory sells access to a digital credit-based service. Credits and subscription fees are non-refundable once charged, except where required by Thai consumer-protection law, or where we determine in our sole discretion that a verified technical failure prevented the service from being delivered.

1. Why Non-Refundable

Each credit is consumed against real-time costs from third-party AI providers (compute, storage, bandwidth) that we pay immediately on your behalf. Once credits have been consumed by a generation, those costs cannot be reversed.

2. Subscriptions

  • Subscriptions renew automatically at the start of each billing cycle.
  • You may cancel at any time via the customer portal; cancellation takes effect at the end of the current billing period. You keep credits accumulated during that period.
  • We do not pro-rate refunds for cancellation mid-cycle.
  • Unused credits remain available as long as your account is active.

3. One-Time Top-Ups

Top-up credit packs are added to your balance immediately on successful payment. They are non-refundable once issued.

4. Exceptions — When We May Refund

We may issue a partial or full refund at our sole discretion in the following situations:

  • Verified technical error — our service failed to deliver the requested generation due to our infrastructure, and our logs confirm credits were consumed without a usable result. Request within 7 days of the incident.
  • Duplicate charge — confirmed double-charge by our payment processor.
  • Unauthorized charge — your card was charged without your authorization and you report it within the timeframe required by your card issuer.
  • Statutory right — where Thai law or your local consumer-protection law mandates a refund right we cannot disclaim.

5. How to Request a Refund

Email support@m-factory.app from the address on your account with:

  • your account email,
  • the date and approximate time of the issue,
  • the relevant project ID or invoice number (if known),
  • a brief description of what went wrong.

We respond within 5 business days. Approved refunds are returned to the original payment method within 5–10 business days.

6. Chargebacks

If you dispute a valid charge with your bank or card issuer instead of contacting us first, we may suspend your account pending resolution. We reserve the right to reverse the chargeback with evidence of valid service delivery.

7. Free Trial

Free Trial credits have no monetary value and are not refundable or exchangeable for cash.

8. Watermark on Free Trial Output

Generations produced under the Free Trial may carry an M-Factory watermark. Upgrading to a paid plan removes the watermark on future generations; we do not retroactively re-render past output.

9. Contact

Questions: support@m-factory.app