Withdrawal and Refund Policy

This policy explains your rights regarding refunds and withdrawal when you purchase credits on Depicta (depicta.ai), operated by 30ohm L.P..

For consumers in the European Union, this policy reflects our obligations under the EU Consumer Rights Directive (Directive 2011/83/EU) as transposed into Greek law (Law 2251/1994, as amended). For consumers outside the EU, we voluntarily extend the same 14-day withdrawal right as a contractual commitment under these Terms, so that every individual consumer — regardless of jurisdiction — benefits from the same refund terms.

This policy applies to consumers (individuals purchasing credits for personal use). Business customers (B2B) purchasing credits for commercial use are not covered by this right of withdrawal; refund terms for business purchases, where applicable, are handled separately through direct agreement.

1. Your Right to Withdraw

You have a 14-day right of withdrawal from the date of each credit purchase. This means you can request a refund within 14 days of buying credits, without giving any reason.

  • If you are a consumer in the European Union, this right is guaranteed by law under Article 9 of Directive 2011/83/EU (Consumer Rights Directive), as transposed into Greek law.
  • If you are a consumer outside the European Union, we extend the same 14-day right to you as a contractual commitment under these Terms. The provisions of this policy — including the refund calculation, exclusions, and processing timeline — apply to you in exactly the same way.

We do not require you to waive this right at checkout. There is no checkbox, no pop-up, and no pre-ticked consent. Your withdrawal right is fully preserved.

2. What Qualifies for a Refund

Within 14 days of purchase:

  • Unused credits — refunded in full to your original payment method
  • Partially used credits — the unused portion is refunded. Credits you have already used for image generation are considered services performed and are not refundable.

The refundable amount is calculated as:

Refund = (unused credits at time of request ÷ total credits from that purchase) × purchase price paid

If you made multiple purchases within 14 days, each purchase has its own 14-day window. We apply refund requests to the most recent eligible purchase first.

3. What Does Not Qualify for a Refund

The following are not eligible for refund:

  • Used credits — credits consumed for image generation represent services already performed. You are liable for a proportionate amount reflecting the value of services already delivered before your withdrawal request. (For EU consumers, this reflects the principle in Article 14(3) of Directive 2011/83/EU; for non-EU consumers, this is a contractual term of this policy.)
  • Free trial credits — trial credit grants are not a purchase. They were given to you at no cost, so the right of withdrawal does not apply. See the Terms of Service, Section 6 for details on the nature and revocability of free credits.
  • Administrative credit grants — credits added by an administrator (e.g., as compensation or for testing) are not purchases.
  • Credits forfeited due to Acceptable Use Policy violations — credits forfeited as a result of account termination for policy violations are not refundable, regardless of when the credits were purchased. This includes terminations within the 14-day withdrawal period. Forfeiture for violations of the Acceptable Use Policy — including unauthorized access, security breaches, and prohibited content — is a contractual consequence of your breach of these Terms and the AUP, and is not subject to the right of withdrawal. For EU consumers, this outcome is further supported by Article 14 of Directive 2011/83/EU, which removes the refund obligation where the service has been misused or the withdrawal right is exercised in bad faith.
  • Purchases older than 14 days — after the 14-day withdrawal period, no refund obligation exists. However, you may contact us for exceptional circumstances and we will consider your request in good faith.

4. How to Request a Withdrawal

You can exercise your right of withdrawal in two ways. Both are equally valid.

After signing in, your billing dashboard lists every credit purchase made within the last 14 days, each with its own "Request refund" button. Pressing the button:

  1. Immediately places the unspent portion of that purchase on hold — those credits can no longer be used;
  2. Submits your withdrawal request for review.

The refund will be dispatched to your original payment method within 14 days of receiving your request, as set out in Section 5.

If you have multiple purchases within the 14-day window, each appears separately and can be refunded independently. The partial-refund calculation in Section 2 applies per purchase.

4.2 By email (always available)

If you cannot access your account — for example, because your account is suspended or you have lost access to your registered email — or if you simply prefer to submit your request in writing, send a clear statement to:

Your statement should include:

  1. Your name and email address associated with your Depicta account
  2. The date of the purchase you wish to withdraw from
  3. A clear statement that you wish to withdraw (e.g., "I hereby withdraw from my credit purchase made on [date].")

You may also use the model withdrawal form below. The email channel is the legally guaranteed method of exercising your right of withdrawal and will always remain available.

Model Withdrawal Form

(You do not have to use this form. Any clear written statement is sufficient.)

To: 30ohm L.P., hello@depicta.ai

I hereby give notice that I withdraw from my purchase of Depicta credits:

  • Date of purchase: _______________
  • Amount paid: _______________
  • Account email: _______________
  • Name: _______________
  • Date: _______________

Signature (if sent by post): _______________

4.3 Availability of the dashboard refund button

The dashboard refund button is provided as a convenience. We may modify, restrict, or temporarily remove it for operational, security, or fraud-prevention reasons (for example, during a security incident, payment processor outage, or while investigating suspected misuse of the withdrawal right under Section 8). Any such change affects only the self-service mechanism — your underlying right of withdrawal under Section 1, and the email channel in Section 4.2, are not affected and remain fully available within the 14-day window.

5. How We Process Your Refund

  1. We will acknowledge your withdrawal request — immediately on the dashboard for self-service requests, or within 2 business days for email requests
  2. We will calculate the refundable amount (unused credits from the relevant purchase)
  3. We will process the refund through Paddle, our Merchant of Record, using the same payment method you used for the original purchase
  4. The refund will be issued within 14 days of receiving your withdrawal request
  5. Your credit balance will be adjusted to reflect the refund

If you have used some of the credits from the purchase, only the unused portion is refunded. Your remaining credits (from other purchases or grants) are unaffected.

6. After the Withdrawal Period

After 14 days from a purchase, we are not legally obligated to provide a refund for that purchase. However:

  • Your unused credits remain valid until they expire (12 months after your most recent paid top-up)
  • If we make material changes to the Terms of Service that you disagree with, you may close your account and request a refund of credits purchased within the preceding 14 days
  • For exceptional circumstances (e.g., service outage, billing error), contact us at hello@depicta.ai and we will work to find a fair resolution

7. Credit Expiry Is Not a Refund Event

When credits expire (12 months after your last paid top-up), they are removed from your account. Expiry is not a refund-eligible event — credits are prepaid value with a disclosed expiry period (see Terms of Service, Section 5.4).

To prevent expiry, you can purchase additional credits at any time, which resets the 12-month clock for your entire balance.

8. Abuse of the Withdrawal Right

The 14-day withdrawal right exists to protect consumers who change their mind, are dissatisfied, or made a mistake. We honour it without question for these and any other ordinary uses — you are never required to give a reason.

The right is not designed to enable repeated purchase-and-refund cycles intended to obtain ongoing use of the service without paying for it. Each refund carries non-recoverable payment processing costs for us, so we treat sustained or coordinated misuse seriously.

We consider the following patterns to be abuse:

  • Repeatedly purchasing credits, consuming a portion, and withdrawing the remainder, where the cumulative pattern indicates the purchases were not made in good faith;
  • Coordinated use of multiple accounts — including accounts created to circumvent prior account closure — to repeatedly purchase and withdraw credits.

Where we identify such a pattern in good faith, based on the totality of your account behaviour and any related accounts, we may apply Section 13.2 of the Terms of Service — including warning, temporary suspension, or termination — and may refuse further credit purchases from the affected account or any new account opened by the same person. Where the pattern amounts to fraud or fraudulent misrepresentation, we may terminate the account immediately.

This section does not waive, restrict, or otherwise limit your statutory right of withdrawal under Greek Law 2251/1994 or, for consumers outside the EU, the contractual right granted in Section 1. A withdrawal request that is not part of a sustained or coordinated pattern will always be processed on its merits.

9. Contact

If you have questions about withdrawals or refunds:

For disputes that cannot be resolved directly:

  • If you are based in the EU, you may contact the Greek Consumer Ombudsman (the authority in our home jurisdiction):

    Alternatively, you may contact the consumer protection authority in your own EU Member State, or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

  • If you are based outside the EU, you may contact your local consumer protection authority. The contractual refund right granted under this policy is enforceable under your agreement with 30ohm L.P. regardless of jurisdiction; however, the Greek Consumer Ombudsman and EU ODR platform formally handle only EU-resident consumer disputes.