Refund Policy
How we handle money, credit balances, and system errors on Creatorz.
Because Creatorz runs on a pay-as-you-go credit system, you only purchase and pay for what you actually use. Every single time you click a generate button (whether you are making a presentation, writing a story, or rewriting a prompt), our servers have to do heavy computational work immediately, which costs us real money in real-time. Because of this, we have setup a straightforward and honest refund policy.
1. The “Free Retry” Policy
We know technology isn’t perfect. If you are using any of our generators and the system crashes halfway through, fails to load, or eats your credits without giving you your download or output, we do not want you to lose your money.
Our main rule: We fix errors with a credit refund, not cash.
If a tool glitches on our end, we will not send cash back to your payment account. Instead, we will credit the exact amount of lost credits back to your Creatorz dashboard balance so you can try running your task again for free.
How to claim your retry: If you lose credits due to a failed generation, simply message or email our support team within 7 days. We will check the system server logs, verify the failure, and put the credits back into your account balance.
2. When You Can Get an Actual Money Refund
We will send cash back to your original payment method (like M-Pesa or card) only under these very specific conditions:
- Double Payments: If the payment processing system glitched and charged your account twice for the exact same transaction or credit bundle, we will return the extra payment.
- 100% Unused Credit Bundles: If you bought a bundle of credits by mistake and have not spent a single credit from that purchase, you can ask for a full refund within 7 days of buying it. Once you use even one credit, the purchase cannot be refunded.
- DataBot Integration Failures: If you pay for our WhatsApp DataBot Reseller setup and our technical team is entirely unable to connect or activate the bot on your phone line due to a system incompatibility on our end, we will refund your setup fee.
3. When Cash Refunds Are Not Allowed
We cannot offer cash refunds or credit rollbacks under the following circumstances:
- “I do not like the writing or slides”: Since AI outputs are created on the spot using the words you write, we cannot refund credits just because the story style or slide flow wasn’t exactly what you had in mind. (If you want better results, try running your idea through our Prompt Generator first).
- Change of mind: If you buy a bundle of credits, use a few of them to make some documents, and then decide you don’t want to use the remaining balance, we cannot refund the remaining money.
- User typos or errors: If you spell a topic wrong, pick the wrong options, or send the wrong command, we cannot refund those credits because our servers still had to spend processing power to write and generate the results for you.
4. How to Get Things Resolved
If something went wrong with your transaction or tool generation, we want to help fix it quickly. Please write to us or contact our support channel with the following details:
Submit a Claim
Send us an email or support message containing:
- The phone number or email address registered to your Creatorz account.
- A clear screenshot of your payment receipt (such as your M-Pesa confirmation text or transaction code).
- A quick explanation of what went wrong (for example: “I tried to generate 10 slides, the screen went blank, but 10 credits were deducted from my balance”).
Our support team will review your account history and logs, and we aim to get your credits restored or resolved within 24 to 48 hours.