1. Principle
Deepacal incurs irreversible third-party compute and telecom costs the moment a job runs. Accordingly, credits that have been consumed are non-refundable, and digital services already supplied are final, except where this Policy or mandatory consumer law provides otherwise.
2. Automatic credit refunds
Where a generation fails for a reason attributable to Deepacal or its providers — a failed render, corrupted upload rejected by a provider, provider outage, or a verification that never receives a code and reaches a terminal state — the credits charged are automatically returned to your balance. This is the primary and usually exclusive remedy for failed jobs.
3. Unused credits
Requests to refund wholly unused credit packs may be considered, at our discretion, within fourteen (14) days of purchase, provided no material portion of the pack has been spent, no promotional or bonus credits were granted with it, and there is no indication of abuse. Approved refunds are made to the original payment method less any non-recoverable processing fees.
Bonus, promotional and goodwill credits have no cash value and are never refundable.
4. Activation fee
The one-time Live activation fee is a service-enablement charge. It is non-refundable once the Live feature has been unlocked or any bonus credits granted with it have been issued or partially spent. If activation fails through our fault and Live was never enabled, we refund it in full.
5. Telecom services
Virtual number verifications and rentals are supplied by third-party carriers. Where a verification expires or times out without delivering a code, credits are refunded automatically. Once a number has received any message or has been used, the charge is final. Rentals are non-refundable once allocated; disable auto-renew before the renewal date to avoid further charges.
6. Statutory rights
Consumers in the EU, UK and other jurisdictions with mandatory withdrawal rights may have a 14-day right to cancel digital purchases. By purchasing credits and using them immediately, you request immediate performance and acknowledge that the right of withdrawal is lost once the digital service has been fully supplied. Nothing in this Policy limits non-excludable statutory rights.
7. No refunds after enforcement
Accounts suspended or terminated for breach of the Terms, the Acceptable Use Policy, the Anti-Fraud Policy or the Anti-Impersonation Policy are not entitled to any refund, and remaining credits are forfeited.
8. How to request a refund
Email billing@deepacal.com from your registered address with the transaction reference, date, amount and reason. We aim to respond within five (5) business days and to settle approved refunds within ten (10) business days of approval.