Refund Policy

14-day refund

If you are unhappy with a paid plan you may request a full refund within 14 days of your first payment on that plan, provided you have used no more than one credit in that period.

Yearly plans. The same applies each time a yearly plan renews: you may request a full refund of the renewal within 14 days of the renewal payment, provided you have used no more than one credit since then.

We allow the one credit deliberately, so you can actually try the thing before deciding.

• Once per customer. This refund is available once for each person or company, whichever account or card it comes from.
• A refund ends the plan. When we refund a plan, it ends straight away, the credits it included are removed, and a founding price on it is released.

Email legal@nukxon.com with your account email and the reason. We aim to respond within 3 business days and process approved refunds within 10. The money goes back to the card or account you paid with; your bank can take a few more business days to show it.

What is not refundable

• Spent credits. A credit is consumed when processing begins. It uses GPU capacity we pay for at that moment, whether or not you like the result.
• Top-up credits. They never expire and stay yours if you change plan, so they are not refundable.
• Monthly renewal payments, unless required by law. Cancel before your renewal date to avoid the charge — you keep access until the end of the period you paid for.
• Partial periods. Cancelling mid-period does not produce a pro-rata refund. Your plan stays active until the period ends.

If a publish fails

If a publish fails because of a fault on our side, we credit it back. No request needed in most cases; if we miss one, email us and we will restore it.

A publish that completes but produces a result you are unhappy with is not a failure. Output quality depends heavily on the scene you export — lighting, geometry, capture placement and render settings. We publish guidance on this, and we would rather help you improve a result than argue about a refund. Email us and we will look at the scene.

Dodo Payments is the seller

Dodo Payments is our merchant of record, which means Dodo Payments — not Nukxon — is the seller of record for your purchase, and the Dodo Payments Buyer Terms apply to it alongside this policy.

Two practical consequences:

• You can raise a refund request with Dodo Payments directly as well as with us. Dodo Payments' buyer support handles refund requests for the products it sells.
• Dodo Payments decides the requests made to it under its own Buyer Terms, which describe refunds as granted at its discretion and case by case. Its decision can differ from this policy.

Asking us first is faster, because we can see your account and your credits, and it is the only way to use the full 14 days: Dodo Payments handles the requests made to it on its own, shorter timeline.

Disputes and chargebacks

Please email us before you dispute a charge with your bank or card issuer. A refund from us is quicker than a dispute, and we answer every request.

• While a dispute is open, we may pause the paid features of the account it concerns.
• If a payment is reversed, the plan and the credits it paid for are removed, as with a refund, and the account moves to the Free plan.
• If you dispute a charge for a plan or credits you used, we answer the dispute with the record of that use: the credits spent and the uploads and publishes made with them.
• If you dispute a charge we already refunded, we send the refund record to your bank.
• Repeated or unfounded disputes may lead us to close the account under our Terms.

Your statutory rights

If you are a consumer in the EU or UK, you have a statutory 14-day right of withdrawal on distance contracts. By spending a credit within that period you request immediate performance and acknowledge you lose the right of withdrawal for that consumed service, which is why our policy above allows one credit and still refunds. Nothing in this policy removes rights you have by law.