Refunds and cancellations

How the wallet works

You add credits to a wallet and spend them on renders. One credit is one rupee.

The wallet is closed. Credits buy renders inside Flow and nothing else: they cannot be withdrawn as cash, they cannot be sent to another person or to another account, and they are not a payment instrument. This is deliberate — it is what keeps Flow a prepaid studio rather than a wallet business.

Credits do not expire. Money you have put in stays yours to spend, with no monthly decay and no dormancy fee.

When a render fails, the credits come back

The price of a render is held from your wallet when you press Generate and charged when the render succeeds. If it fails, times out, or comes back empty, the hold is released in full and the credits are in your wallet again — automatically, in seconds, with no ticket to raise.

The same is true if you cancel a render before it finishes: nothing is charged.

You are never charged twice for one render, and a render that never reached the model never costs anything.

Refunding a top-up

Credits are prepaid for a service you can use at any time, so a top-up is not refundable as of right. But we are not in the business of keeping money someone did not mean to spend.

If you have topped up and not spent any of it, write to hello@innerlabs.ai within seven days and we will normally return it to the card or account it came from. Once part of a top-up has been spent, that top-up is no longer refundable — the rest stays in your wallet, where it does not expire.

Refunds are at our discretion, and we will tell you plainly if the answer is no and why.

Invoices and credit notes

Every top-up gets a tax invoice, numbered in one series, emailed to you and kept on your billing page. GST is charged once, there, on the top-up — never again on a render.

A refund travels as a credit note against that invoice, which is how a refund on a GST invoice is done. You will get the credit note by email with the same numbers on it.

The money itself is returned by Razorpay to the original payment method. Their timing, not ours: usually five to seven working days for a card.

If your account is closed

If we close your account for a reason that is not about the content you made, we return unspent credits as a credit note and a refund.

If the account was closed for the things listed under "What you may not make" in the terms, unspent credits are not returned.

Before you call the bank

If something on your statement looks wrong, write to hello@innerlabs.ai with the invoice number and we will look the same day. A chargeback freezes the account while the bank decides, which helps nobody; almost everything is faster to fix directly.