Refund Policy

1. How the balance works

Afri Nexus is prepaid: you add balance in US dollars (a “top-up”) and it is used up as you call models. This policy explains when unused balance can be refunded and how billing errors are corrected. It forms part of our Terms of Service.

• Paid balance is balance you paid for: through the Wallet page, an online payment, a top-up code bought from us or from a reseller we authorised, or a transfer arranged with our team.
• Promotional credit is balance you did not pay for: sign-up bonuses, gifts, promotional or giveaway codes and goodwill credit.

2. Refund of unused balance within 7 days

You can get a refund of unused paid balance from a top-up if:

• you ask within 7 days of the date the top-up was credited to your account;
• that top-up has not been fully used; and
• your account is not suspended or closed for a breach of the Terms of Service, fraud or a chargeback.

The refund is the lower of (a) the amount you paid for that top-up and (b) your current balance minus any promotional credit, less any payment, mobile-money or transfer fees we cannot recover.

When we approve a refund, the refunded amount is deducted from your balance.

3. What is not refundable

• Balance already spent on requests that were processed, including results you are not satisfied with: the model provider charged for that work. Dissatisfaction with the quality of a result is not a billing error.
• Promotional credit.
• Top-ups more than 7 days old, except for billing errors (section 4).
• Balance on accounts suspended or closed for a breach of the Terms of Service, to the extent the law allows.
• Codes bought from a seller we did not authorise. Contact that seller.

4. Billing errors and failed requests

Whatever the date of your top-up, tell us within 30 days if you were:

• charged for a request that failed (an error was returned and no result was delivered);
• charged more than the price published on the Model Square at the time of the request; or
• charged twice for the same request or the same top-up.

Include the time of the request, the model and, if possible, the entry from your Usage Logs. If we confirm the error, we credit the amount back to your balance. If the related top-up is still within the 7-day window, you may ask for a refund to your payment method instead.

5. How to ask

Write to [email protected] from the email address of your account with:

• your username;
• the date, amount and payment reference of the top-up, or the details of the billing error;
• where to send the money (for example the mobile-money number or bank account in your name).

We reply within 3 business days. Approved refunds are sent within 10 business days to the original payment method, or to another account in your name if the original method cannot receive refunds. Your bank or mobile-money operator may take a few more days to show it.

6. Chargebacks

Please contact us before opening a chargeback or payment dispute; most problems are solved faster that way. While a chargeback is open, we may suspend the account concerned. We contest chargebacks for balance that was legitimately used.

7. Your legal rights and changes

Nothing in this policy limits the rights you have under mandatory consumer law in your country. We may update this policy; the version in force on the date of your top-up applies to that top-up.