What if a generation fails or I was charged by mistake?
A failed or blocked Audexum image or video generation is refunded to your credit balance automatically. If you were charged twice or the wrong amount, email [email protected] with the date and amount and Audexum refunds its own error in full.
Do I lose credits when a generation fails?
- Speech: credits are charged after the audio is returned, so a request that fails first does not use any.
- Transcription: credits are reserved before the engine runs and refunded if it fails.
- Images and video: if a generation fails, times out or is blocked by a safety check, the credits go back in full without you asking. A request refused before it starts is never charged.
If a delivered result is defective, for example blank or cut short, tell Audexum within 30 days and the credits are refunded.
What if I was charged twice or by mistake?
Email [email protected] with the date and amount. You do not need the transaction ID. Audexum aims to reply within 5 working days, and refunds its own billing errors to the original payment method.
Can I dispute the charge with my bank?
That is your right and Audexum does not penalise it. Emailing first is usually faster, because Audexum can refund sooner than a dispute resolves. If a disputed charge was for a credit pack, the credits it granted are removed, and your balance never goes below zero.
Complaints can also go to the Bulgarian Commission for Consumer Protection, or to the consumer body in your own country. See the Refund Policy.