This Refund Policy applies to one-time PROMPTAKE credit purchases processed through Creem. It also explains the separate automatic credit-return process for failed or eligible cancelled generations.
Creem acts as Merchant of Record. Purchases are also subject to the Creem Buyer Terms, including mandatory consumer rights and any checkout acknowledgement that applies to digital content or services. This policy does not limit rights that cannot lawfully be excluded.
1. Automatic credit returns are not payment refunds
PROMPTAKE reserves credits when a generation is accepted. The full reservation is returned automatically and exactly once after a confirmed provider failure, missing or unusable output, provider rejection after reservation, permanent delivery-storage failure, or a confirmed cancellation while the task is still queued.
An automatic credit return restores service credits to the relevant promotional or purchase lots. It does not reverse a payment to the original payment method.
No credits are reserved when a request is rejected before acceptance because of validation, moderation, queue limits, or insufficient balance.
2. Voluntary purchase refund eligibility
You may request a full refund of a specific credit purchase only when all of the following are true:
- The request is made within 14 days after the verified Creem payment time.
- The complete original credit amount from that order remains available.
- No credit from that order has completed usage, been transferred, revoked, or otherwise permanently consumed.
- No credit from that order is currently reserved by a non-terminal or unresolved generation.
- The order has not already been refunded, disputed, charged back, or placed under another reversal.
Once any credit from an order completes usage, that order is not eligible for a voluntary refund, even if most credits remain. A reservation returned in full after a confirmed failure or eligible queued cancellation does not by itself remove refund eligibility. An active or unresolved reservation must settle or return before eligibility can be decided.
PROMPTAKE does not offer voluntary partial refunds. An eligible voluntary refund is for the complete purchase only.
3. How to request a refund
Email support@minimaxh3lab.com from the email address connected to your PROMPTAKE account and include:
- Your order ID.
- Purchase date and credit pack.
- The reason for the request.
- Any relevant payment or support details, excluding full payment-card information.
Do not send passwords, complete card details, authentication tokens, or API keys.
Submitting a request does not guarantee eligibility. Support reviews the order, credit records, and payment state before requesting an approved refund through Creem.
4. Refund processing
- A refund request is reviewed by support while eligibility and payment status are checked.
- Credits are not revoked solely because a request was submitted.
- When Creem confirms an eligible refund, the complete unused purchase lot is revoked exactly once.
- The return method and processing time depend on Creem, the original payment method, financial institutions, and applicable law.
- PROMPTAKE does not issue an independent off-platform payment as a substitute for a Creem refund.
5. Duplicate charges and payment errors
Contact support@minimaxh3lab.com promptly if you believe you were charged twice, charged the wrong amount, did not receive credits after a confirmed payment, or experienced another payment error.
Confirmed duplicate charges, verified payment errors, mandatory consumer rights, and outcomes required by Creem are handled separately from the voluntary unused-credit rule.
The checkout return page is informational. Credits are granted only after PROMPTAKE verifies payment with Creem on the server, through a verified webhook or provider status check.
6. Completed generations and dissatisfaction
A generation that reaches succeeded, produces the required private customer artifact, and settles its credit reservation remains charged even if you dislike the creative result. AI generation is probabilistic, and a subjective difference from your expectation is not by itself a service failure.
This rule does not limit rights that cannot lawfully be excluded.
7. Disputes, chargebacks, and mandatory reversals
If a payment is disputed, charged back, or reversed:
- PROMPTAKE may revoke the corresponding unused purchase credits.
- If credits from that order were already consumed, the account balance may become negative.
- New generations may be blocked until the negative balance is replenished or the issue is resolved.
- Relevant order, credit, generation, fraud, and support records may be retained for the dispute and legal obligations.
Please contact support before starting a payment dispute so we can investigate a duplicate charge, missing credit, or other error promptly. This does not remove any dispute right available under applicable law.
8. Promotional credits
Promotional credits are granted without payment, have no cash value, and are not refundable. Eligible promotional credits expire 14 days after grant.
A failed or confirmed queued-cancelled promotional generation returns its reservation under Section 1 and does not consume the one-success trial entitlement.
9. Account deletion
Deleting an account does not create a right to cash redemption or a refund of used credits. Unused paid credits are lost when an account is permanently deleted unless mandatory law or a separately approved refund requires otherwise. Request any eligible purchase refund before deleting the account.
10. Contact
Refund, payment, dispute, or credit questions may be sent to support@minimaxh3lab.com.
Operator: Yu Jie (于洁), an individual operator
Operator location: Qingdao, Shandong, China
Governing law: the People's Republic of China