The short version: purchases are final, but a generation that fails never costs you anything, and a billing mistake is always corrected. Those three things are different and it is worth knowing which one you are looking at.
Coins come back on their own when a generation does not work
A generation reserves its coins when it starts and only spends them when it succeeds. The exception is a template that makes a frame for you to approve first: the frame is charged when it is made, and the video part only when you continue. The reserved coins return to your balance automatically, without asking us, when:
- the generation fails,
- or it stalls and never finishes.
You do not need to open a ticket for this, and no money moves — the coins simply come back. A failed generation's screen says "Your coins are already back". If your balance does not show them after you reload the page, that is a fault rather than a policy: write to support@evili.ai and we will put the coins back.
Purchases themselves are final
Coins and plan terms are digital content that reaches you immediately, so they are not refundable.
- Unspent coins are not refundable. Delivery is complete the moment they are credited — what you bought was the coins, and you have them.
- Spent coins are not refundable. A generation costs real compute the moment it runs, whether or not the result pleased you. The coin cost is shown on the template and on the Generate button before you start.
- A plan term that has started is not refundable and does not pro-rate if you cancel part-way through.
- Coins cannot be turned back into money at any point.
This is the position in section 9 of our Terms of Service. It does not override the law where you live — see below.
A billing mistake is not a refund request, and we fix it
If any of these happened, tell us and we will correct it:
- you were charged twice for the same thing,
- you were charged after cancelling,
- you paid for coins that never arrived.
Coins can take a few minutes to arrive after paying, so if that is what you are looking at, see I paid but my coins haven't arrived first.
Write to support@evili.ai with the account e-mail address and the date and amount of the charge. We reply within one business day. How long a correction takes to show on your card depends on your bank.
A charge you do not recognise at all? See I don't recognise a charge from Evili, and write to us before your bank.
If the law where you live gives you more
If consumer-protection law in your country gives you a stronger right than this page, that law wins, and we honour it.
If you are a consumer in the EEA or the UK you have 14 days to withdraw from a purchase of digital content. Because coins are usable at once, the Terms provide that you are asked at checkout to agree that delivery begins immediately and to acknowledge that the withdrawal right ends when it does. Where that acknowledgement was not given, write to support@evili.ai within 14 days and we will honour the withdrawal.
If your receipt or charge shows a name you don't recognise
A charge or receipt for a purchase on evili.ai is still us. Write to support@evili.ai with the date and amount. We will tell you exactly what it was, and everything on this page still applies.