Refund Policy
Last updated: August 9, 2026
This policy explains how refunds work on RoomAI: what happens to purchased credits, how credits are returned when a generation comes out defective, how subscriptions are handled, and how to raise a billing issue. It complements our Terms of Service.
1. Credits are a digital product
Credits are delivered to your account immediately after payment and are consumed as soon as you run a generation. Credits that have already been spent are not refundable, and we do not convert credit balances back into cash outside of the refund process described below.
2. Refund window for one-time purchases
One-time credit packs can be submitted for a refund within 14 days of the payment date. This window is set and enforced by our payment provider, Waffo, and cannot be extended by us. A request creates a refund ticket that we review and then approve or reject. Requests are normally approved when the credits are unused, when you were charged more than once, or when a payment succeeded but the credits never arrived. Requests for credits that have already been spent are normally rejected — for those, see section 3.
3. Credit-back on defective generations
If a paid generation completes but the result is defective or not what you expected, you can report it directly from the generation result. The credits charged for that generation are returned automatically to your account balance — no ticket, no waiting. Free and anonymous generations cost no credits and are therefore not eligible, and each generation can be credited back once.
4. Subscriptions
Subscriptions grant credits at the start of each billing period and are not covered by the refund-ticket process above. Cancelling takes effect at the end of the current billing period: you keep the credits already granted for that period, no further renewals are charged, and we do not issue prorated refunds for the unused part of a period. To cancel, email support@roomai.com.
5. How to request a refund
Email support@roomai.com with the email address used at checkout, the approximate date of the charge, and what went wrong. You can also submit the request from the billing portal linked in the receipt Waffo sends after each payment. We review each ticket and reply with a decision; approved refunds are then processed by Waffo back to the original payment method. How long the money takes to appear on your statement is determined by your bank or card issuer, not by us.
6. After a refund is issued
When a refund completes on the payment provider's side, the corresponding subscription is immediately marked as cancelled and no further credits are granted for it. For a refunded one-time credit pack, credits already sitting in your balance are not automatically removed; those cases are reviewed manually and the balance may be adjusted to reflect the refund.
7. Billing and Merchant of Record
Payments are processed by Waffo, acting as Merchant of Record for RoomAI. Waffo is the legal seller for your purchase: it is the name that appears on your statement, it issues the invoice, and it collects and remits any applicable sales tax or VAT. Refunds are executed by Waffo, and your Waffo invoice is the reference for reconciling any charge.
8. Duplicate or erroneous charges
If you were charged more than once, or a payment succeeded but the credits did not arrive in your account, email support@roomai.com. We will investigate and, depending on what we find, grant the missing credits or refund the duplicate charge.
9. Contact
Questions about this policy? Email support@roomai.com.