Our promise
We want you to feel good about every credit you spend. If CTRpilot doesn't work as advertised, we'll make it right — either by fixing the problem or issuing a refund. No lengthy support chains, no runaround.
1. When you're eligible for a refund
- Duplicate charge. You were charged twice for the same pack.
- Wrong amount charged. The amount billed didn't match the displayed price.
- Credits not delivered. You paid but credits never appeared in your account after 15 minutes.
- Service failure. A render consumed credits but returned an error or a blank output, and a retry also failed.
- New customer dissatisfaction. It's your first pack, you've used fewer than 20 credits, and you're not satisfied — no explanation required, within 7 days of purchase.
2. What's not refundable
- Credits that have already been spent on successful renders.
- Packs purchased more than 30 days ago (except for duplicate charges).
- Accounts suspended for Terms of Service violations.
- Dissatisfaction with output style or aesthetic — AI outputs are subjective and we offer a free preview before spending credits.
- Purchases made during a clearly advertised sale or discount.
3. How to request a refund
Contact us with:
- Your account email
- The date and amount of the charge
- A short description of the issue
We aim to respond within one business day.
4. Refund timeline
Approved refunds are processed by our payment processor Polar within 2 business days. Depending on your bank or card issuer, the funds typically appear within:
- Credit/debit card: 5–10 business days
- PayPal: 3–5 business days
You'll receive a refund confirmation from Polar when it's initiated.
5. Chargebacks
Filing a chargeback before contacting us results in immediate account suspension while we investigate. Because payments are processed by Polar as the Merchant of Record, chargebacks are handled between you and Polar. We strongly prefer to resolve disputes directly — email us first and we'll make it right.
6. Service outages & degraded quality
If we experience an extended outage (>4 hours) or a model quality regression that materially affects outputs, we'll proactively credit affected accounts. You don't need to request this — we'll handle it automatically.
7. EU consumers
If you're an EU resident, you have a statutory 14-day right of withdrawal from the date of purchase for digital content, provided you haven't started using the credits. Once credits have been consumed, the right of withdrawal no longer applies to those credits per Article 16(m) of the Consumer Rights Directive. This policy does not affect any mandatory rights you have under local law.
8. Anti-abuse
We reserve the right to decline refund requests from accounts that have received three or more refunds in a 12-month period, or where we have reasonable suspicion of abuse of this policy. We'll always explain why a request was declined.