1. The standard rule: all sales are final
Selora sells digital services that are delivered and consumed immediately: plans grant instant access to metered AI capacity, and wallet top-ups credit spendable balance at once. Digital services of this kind cannot be “returned”. All purchases of plans, subscriptions, wallet top-ups, and redeem codes are final and non-refundable once completed, except in the specific cases this policy lists and except where the consumer-protection law of your country of residence gives you a right that cannot lawfully be excluded or waived. Where digital-content law makes a withdrawal right conditional on immediate performance, you request and consent to immediate performance when access or credit is delivered, and you acknowledge that the right is lost once delivery is complete.
This policy is part of the Terms of Service. It applies across every payment rail we offer — card and regional wallets (Wayl), cryptocurrency (NOWPayments), and regional rails such as Platega.
2. What is never refundable
- Plans or top-ups you simply changed your mind about, once delivered.
- Rolling-window exhaustion — hitting your 4-hour or weekly budget is a usage event, not a service failure.
- Model output quality, or a model being rerouted, repriced, renamed, or withdrawn by an upstream provider.
- Usage incurred through an API key you leaked or mishandled — key security is your responsibility.
- Free-trial credit, referral rewards, redeem codes, and gifted memberships — all granted, never purchased, and carrying no monetary value.
- Accounts terminated for breach of the Terms — unused access is forfeited.
- Payments sent below a rail’s minimum, on an unsupported network, or to a wrong address.
3. The exceptions — when we do refund or credit
Billing errors. A duplicated charge, a wrong amount, or a calculation discrepancy caused by our platform is corrected in full, always. Report it within 30 days of the charge with the transaction reference.
Undelivered purchases. If you paid and neither the plan nor the wallet credit arrived — for example a processor-confirmed payment our system failed to credit — we credit it manually, and refund where crediting is genuinely impossible.
Mandatory statutory rights. Where the law of your country of residence gives you a refund, withdrawal, or cooling-off right that cannot lawfully be excluded, that right applies and we honor it. Nothing in this policy limits, excludes, or asks you to waive such rights.
Service credits for outages. For confirmed gateway outages attributable to Selora (not upstream provider outages or scheduled maintenance), we may issue service credits toward future usage at our discretion, calculated against the affected period’s spend. Service credits are the sole remedy for availability issues and carry no cash value.
4. How a refund is paid, when one is approved
Approved refunds return to the original payment method. Card and wallet refunds are handled through the original rail (such as Wayl) and typically appear on the original statement or wallet within 5 to 10 business days. Cryptocurrency refunds are paid to the originating wallet address on the same network — on-chain transfers cannot be reversed, so a crypto refund is a new transfer from us, not a clawback. Regional-rail refunds (Platega, Wayl) return through the same rail in the original currency where the rail supports it. We do not refund to a different destination than the one that paid.
5. Disputes & chargebacks
Talk to us first — billing problems are fastest resolved directly. An open chargeback or bank dispute pauses the account it concerns until it resolves, because the same funds cannot be both disputed and spent. A chargeback made in bad faith — after consuming the purchased access, or contrary to confirmed delivery — is a material breach of the Terms: we may terminate the account, offset the disputed amount and reasonable recovery costs against any remaining wallet balance, and refuse future service. We contest abusive chargebacks with delivery and usage evidence.
6. How to request a refund or correction
Email [email protected] from the address on your account, or use the contact page, with the charge date and transaction reference — and for a crypto payment, the originating wallet address. Requests are reviewed within 5 business days. For a card charge you can also contact the processor named on your receipt.