Refund Policy

1. Who operates this policy

eXtreme Media Kit Corp, with principal business contact at 30 North Gould Street, Suite R, Sheridan, WY 82801, United States, publishes this refund policy (“Policy”) alongside the TBRW AI Terms of Service.

When you purchased through a third‑party processor or another payment channel, statutory cancellation or refund timelines may overlap with processor dispute rules. Processor-specific documentation may prevail for payment mechanics; substantive refund eligibility follows this Policy unless mandatory consumer law prohibits that.

Technical support and refund intake use support@tbrw.com; please email from your registered login address where possible.

2. What you are purchasing (delivery model)

You are acquiring the right—subject to uptime, queue capacity, and compliance screens—to transmit inputs (image/video, audio, metadata) through our SaaS tooling and retrieve processed digital video artifacts when processing completes.

TBRW AI metering is expressed through service credits deducted when a job consumes compute (length, resolution tier, concurrency, and roadmap features disclosed in‑app supersede illustrative marketing copy). Credits are bookkeeping units; they do not confer ownership of our underlying software, trademarks, logos, prompts, presets, datasets, proprietary models, or infrastructure.

Fulfillment legally begins upon successful payment clearing and entitlement posting to your account (even before you exhaust credits). Accordingly, discretionary refunds focus on reversible states (unused packs) or objectively failed delivery.

3. Service credits are not cash substitutes, transferable value, wagering instruments, or “virtual currency packs”

Credits cannot be redeemed for cash through eXtreme Media Kit Corp, withdrawn to a bank account except when we process a sanctioned reversal of your original payment, sold or transferred between unrelated accounts (unless we document an internal billing correction), used for gambling or games of chance, represented as blockchain tokens, traded on secondary markets, pledged as loan collateral, or treated as stored-value instruments regulated outside our Terms.

Tax treatment of purchases is determined by your jurisdiction and advisors; we do not provide tax guidance.

Promotional grants, partner bundles, referrals, billing adjustments, compensation for verified outages, or reseller programs may add or remove credits under separate written terms that supplement this Policy.

4. Discretionary fourteen (14)-day reversal for completely unused prepaid packs

Where not superseded by an alternative statutory scheme (Section 10), purchasers who contact support@tbrw.com within fourteen (14) calendar days measured from cleared payment authorization may request reversing the pack if **zero credits** attributable to that specific paid pack have posted as consumed according to authoritative server metering logs.

We correlate purchases using payment processor receipts, payer email, internal order IDs, SKU or price-point mapping, and account entitlement history.

If multiple packs exist, we reconcile FIFO (First-In-First-Out) exhaustion unless plainly contradicted by line-item SKU metadata you supply with PDF invoices.

Approvals waive restocking fees absent fraud but may deduct reversible processing/bank reversal fees we cannot claw back.

5. When partial consumption ends discretionary cooling-off goodwill

Once authoritative logs show any consumption from a given paid pack, we normally treat that pack as delivered digital service. Voluntary full refunds of that pack therefore usually end, unless Sections 6–8 or mandatory law requires otherwise.

We may, at our discretion, issue account credit (not cash) for clearly documented platform-wide failures that prevented successful completion of jobs during a defined incident window; such remedies are case-by-case.

6. Eligibility after consumption (narrow exceptions)

Notwithstanding Section 5, we may authorize reversals upon verified evidence of:

• Duplicate settlements for identical SKU/order id caused by PSP bugs or accidental double submits.
• Processor-side currency conversion anomalies producing ≥150% surcharge vs invoice.
• Systemic region-wide ingestion outage lasting ≥ ninety-six (96) contiguous hours attributable solely to infrastructure under eXtreme Media Kit Corp's SOC while your account performed zero successful completions (documented traceroute + ticket id).
• Children’s transactions breaching COPPA-consent attestations.
• Court orders compelling refund after final non-appealable judgment expressly naming credit purchases.
• Chargeback outcomes favoring payer where we waived defense (excluding fraud laundering).

7. Quality dissatisfaction versus objective non-delivery

Probabilistic generative pipelines may exhibit flicker, warping limbs, shimmering pupils, jittery cloth, shimmering teeth, tonal drift inside long manifests, hallucinated gestures, cropping surprises, unintended props, unintended colors, tonal mismatch vs reference stills.

Dissatisfaction grounded solely in subjective taste after a completed render with perceptible playable media will not ordinarily qualify for reversal unless SLA purchased separately promises otherwise.

Technical non-delivery means a job that never produces a playable exported file after repeated, documented good-faith retries, where our logs show a fault on our side—not ordinary model variance or quality taste disputes.

Remediation hierarchy: reproduction attempt → gratis re-queue (no extra credit burn) → proportional credit rebate after engineering sign-off.

8. Chargebacks, disputes & account standing

Initiating a chargeback or payment-processor dispute while simultaneously seeking goodwill refund duplicates recovery and may classify as abusive patterning.

We cooperate with PSP fraud teams; accounts may be flagged, throttled or banned pending investigation; dormant credits escrowed.

Friendly fraud bans may cross-reference device fingerprint/IP velocity models and consortium blacklists.

Abusive chargebacks or coordinated dispute fraud may result in permanent suspension of the associated workspace plus denial of future purchases using linked identities or payment credentials across relationships our processors permit us to enforce.

9. Refund rails, timelines, deductions & FX

Approved refunds transmit through original payment rails when technically viable (often 5–10 banking days domestically).

Eligible refunds for purchases completed through our designated payment processor are initiated through that processor’s reversal workflows where supported so auditors can trace funds along the original card or wallet rails—subject to card-network and bank timelines outside eXtreme Media Kit Corp’s control.

Unavailable rails convert to ACH where legal, prepaid card reversal, mailed check (US-only, ≥$150 net), blockchain stablecoin reversal only if originating payment used same corridor (rare), account credit.

Administrative withholding may apply against outstanding chargebacks penalties, reseller commission recalls, subpoena lien orders, judgment garnishments.

Cross-border FX deltas between purchase and reversal dates are PSP-side; neither party guarantees identical settled nominal currency amounts.

Rounding rules: fiat two decimal places USD unless processor differs.

10. Mandatory statutory rights (EU/UK/EEA and other jurisdictions)

If you qualify as a consumer within the EU, UK, or EEA ordering online, Directive 2011/83/EU-style withdrawal rights generally permit cancellation within fourteen (14) calendar days absent an express waiver—for digital content—but only if delivery has NOT begun with prior express consent.

Downloading software or streaming digital content triggers nuanced exceptions once performance begins upon request; PSP checkout copy should cite any limited waiver acknowledgments.

Local consumer affairs offices supersede contradictory merchant terms where impermissible; contact your national authority for binding interpretation.

Australia ACL, Québec CPA, Québec Law 25 privacy overlays, Québec French language mandates may impose further duties—translate where required.

11. Request procedure & SLA on responses

Email support@tbrw.com with (a) payer full legal name vs account profile, (b) transaction id or receipt screenshot from your payment confirmation, (c) SKU name/price/date/timezone, (d) chronological narrative, (e) hashed request ids for failed jobs.

We aim for first human substantive response ≤ two (2) US business days; complex escalations referencing engineering triage ≤ ten (10) US business days.

Incomplete packets pause SLA until resubmission.

Spam filters may delay inbound messages—whitelist our domain.

12. Enterprise, reseller, academic, and bespoke contracts

If you signed a separate master services agreement (MSA), statement of work, purchase order, or campus/enterprise quotation, refund and SLA terms in that executed contract control for the scope they cover.

This website Policy fills gaps where no overriding contract exists or where the agreement expressly refers back to posted policies.

13. Modifications & grandfathering

We may revise this Policy; materially adverse retroactive narrowing of vested rights absent notice is avoided; continued purchases after Effective Date denote acceptance.

Historical purchases reference Policy version timestamp stored with receipt metadata.

Court severability retains remainder.

14. Relationship with payment-processor disputes

Nothing in this Policy limits chargeback schemes, supervisory rulings, or court judgments that impose refund obligations independently of merchant preference.

EU consumers may additionally use Online Dispute Resolution (ODR) platforms where applicable.