Refund & Cancellation Policy

1. Credit Purchases

Merkly operates on a credit-based usage model. Credits are purchased through our payment processor, Shopify or Polar, and are added to your account immediately upon successful payment. Each credit entitles you to a defined amount of AI image generation capacity as described on our pricing page.

All credit purchases are processed in the currency displayed at checkout. Applicable taxes are calculated and collected by Shopify, or by Polar as merchant of record for direct subscriptions.

2. Refund for Unused Credits

You may request a full refund of any credit purchase within fourteen (14) days of the original purchase date, provided that none of the credits from that purchase have been consumed. To qualify for a full refund:

• The refund request must be submitted within 14 days of the purchase date.
• All credits from the relevant purchase must remain unused (not consumed for image generation or any other service operation).

Refund requests that meet these criteria will be processed without requiring a reason.

3. Consumed Credits

Credits that have been consumed are non-refundable. A credit is considered "consumed" once it has been used to initiate an image generation job, regardless of whether you are satisfied with the output. This includes credits used for:

• Product image generation (ecommerce, lifestyle, studio runs).
• Image regeneration or editing requests.
• Any other operation that deducts credits from your account balance.

Technical failures are the exception. If a generation does not complete for a technical reason on our side, the credits for that operation are not charged, and any credits already deducted are returned to your balance automatically. You do not need to request this. The distinction is between an operation that did not happen, which is returned, and a completed result you are not satisfied with, which is not.

4. Partial Refunds

If you have consumed some but not all credits from a purchase and you request a refund within the fourteen (14) day window, you are eligible for a partial refund covering only the unused portion of that purchase.

The refund amount will be calculated proportionally based on the number of unused credits relative to the total credits in the original purchase. For example, if you purchased 100 credits and consumed 30, you would be eligible for a refund of 70% of the original purchase price.

5. Exceptional Circumstances

Merkly may issue refunds or credits outside of the standard policy in the following circumstances:

• Service outages: If a platform outage prevented you from using credits during a time-sensitive period, you may request a credit or refund by contacting our billing team.
• Billing errors: If you were charged an incorrect amount or charged for a purchase you did not authorize, we will correct the error and issue a full refund of the overcharge.
• Duplicate charges: If you were charged more than once for the same purchase, the duplicate charge will be refunded in full.

For any of these situations, please contact support@getmerkly.com with details of the issue, including your order number and a description of the problem.

6. Subscription Cancellation

You may cancel your Merkly subscription at any time through your account settings or by contacting support@getmerkly.com. Upon cancellation:

• Your subscription will remain active until the end of the current billing period. You will continue to have full access to the platform until that date.
• No prorated refunds are issued for the remaining portion of a billing period after cancellation.
• Credits included in your plan remain available until the end of the billing period and end on that date. Purchased credit packs stay on your account for 12 months from your most recent pack purchase, or until your account is deleted, whichever occurs first.
• Automatic renewal will be disabled, and no further charges will be made.

7. Account Deletion

You may request permanent deletion of your Merkly account through your account settings page or by emailing support@getmerkly.com. Upon receiving a deletion request:

• Your account is closed immediately. You cannot spend credits or start new generations from that point on.
• You have thirty (30) days to change your mind. Cancel the request from your account settings page within that period and your account and data are restored in full.
• After thirty (30) days your personal data is permanently deleted, in accordance with our Privacy Policy. Deletion is irreversible once it has run.
• Your products, uploaded photos and generated images are kept unless you ask us to delete them as well, which you can choose when you make the request. Keeping them means your work is still here if you return.
• Any unused credits remaining in your account are forfeited when the deletion completes, unless you submit a qualifying refund request before that date.

You can download a copy of your data at any time from your account settings page. We recommend downloading any Generated Content you wish to retain before requesting account deletion.

8. How to Request a Refund

To request a refund, send an email to support@getmerkly.com with the following information:

• Your Merkly account email address.
• The order number or transaction ID from your purchase confirmation.
• The reason for your refund request.

Refund requests are reviewed and processed within five (5) to ten (10) business days. Approved refunds will be returned to your original payment method. Depending on your payment provider, it may take an additional 5–10 business days for the refund to appear on your statement.

If you have any questions about this policy, please contact support@getmerkly.com.