Refund & Cancellation Policy

Last updated: June 7, 2025

A clear policy with no surprises. Please read carefully before purchasing to understand when refunds are available and when they are not.

1. General Principle

No refunds by default: Credits are digital products activated immediately upon payment. In accordance with digital goods transaction regulations, we do not issue refunds after credits have been added to your account — except for the exceptions listed below.

2. Refund Scenarios

- Purchased but changed mind, unused → No refund - Payment successful but credits not added → Refund: re-add credits or 100% refund - AI feature technical error, no result returned → Refund: refund used credits or equivalent amount - AI result doesn't meet expectations → No refund (AI output is for reference purposes) - Duplicate charge (double charge) → Refund: 100% refund of duplicate amount - Account suspended for Terms violation → No refund - Ezlun shuts down permanently → Refund: pro-rata refund for unused credits

3. Definition of Eligible Technical Errors

Errors ELIGIBLE for credit/refund: - System error (HTTP 5xx, timeout) during processing — credits deducted but no result returned - Empty or abnormally truncated results due to server-side errors - Feature unavailable for more than 24 consecutive hours Errors NOT eligible: - AI results don't match expectations — this is inherent to generative AI technology - Connection issues on the user's side - User voluntarily deletes account while credits remain

4. Refund Request Process

1. Send an email to hello@ezlun.com with the subject: "Refund Request — [account email]" 2. Include: PayOS transaction code, error screenshots (if applicable), brief description of the issue 3. We will review within 3 business days and notify you of the result 4. If approved: refund via the same payment method within 5–7 business days Claim deadline: 30 days from the transaction date. We cannot process refunds after this period.

5. Account Cancellation

You can delete your account at any time through the Settings page. When you delete your account: - All personal data will be deleted within 30 days - Remaining credits WILL BE LOST — no refund for unused credits when voluntarily deleting your account - Transaction history is retained for 5 years as required by law

Refund requests or questions? Contact us: hello@ezlun.com