Refund eligibility
- You may request a refund for unused credits from a credit pack within 7 days of purchase. Email billing@harperharbor.com. This does not apply to the 30-Day Pass; see “30-Day Pass” below.
- Credits used for services are not eligible for a purchase refund. If a charge is incorrect or a service was not provided, request a review as described below.
- Neither credit packs nor the 30-Day Pass renew automatically. We offer no subscriptions; every purchase is a separate one-time payment, and you can stop purchasing at any time.
Purchased and promotional credits
Only credits you paid for and have not used are eligible for a purchase refund. Promotional, bonus, trial or other credits provided free of charge are not refundable and cannot be exchanged for cash. They do not increase the refundable amount.
We calculate eligibility separately for each purchase using its payment and usage records. Credits from other purchases or promotions cannot be substituted for that purchase’s remaining paid credits. Credits already used, refunded or canceled are excluded; any pending usage must be settled before the refundable quantity is confirmed. A wallet’s total balance is not necessarily its refundable balance.
Bonus credits when a purchase is refunded
A full or partial refund cancels all unused bonus credits awarded with that purchase. Used bonus credits are not converted into a cash charge and do not reduce the refund due for eligible unused purchased credits. Credits from other purchases or unrelated promotions are unaffected.
Full and partial refunds
Within 7 days of purchase, you may request a full refund of the amount paid for purchased credits if all of those purchased credits remain unused and eligible. If only some remain eligible, the refund is proportional to that quantity:
Refund amount = amount actually paid for the purchased credits × unused purchased credits being refunded ÷ purchased credits originally issued.
Bonus credits are excluded from both quantities in this calculation. We use the actual price paid after any discount, not a current or undiscounted price. Amounts are rounded to the payment currency’s smallest unit, and cumulative refunds cannot exceed the original amount paid. Any separately charged tax is adjusted as required by applicable law.
For example, suppose you paid US$10 for 1,000 purchased credits and received 200 bonus credits. If 600 of the purchased credits remain unused and eligible, refunding those 600 credits returns US$6. The bonus credits do not add to the refund. This is a calculation example, not a price offer.
Purchased credits covered by a refund are removed from your usable balance and cannot be spent or refunded again. We confirm the cash amount and the credits affected before processing the refund.
30-Day Pass
A 30-Day Pass starts as soon as payment completes: its purchased credits are added immediately and that day’s daily credits are claimed with them. Once a pass has started, it is not eligible for an ordinary purchase refund, and the 7-day refund window above does not apply.
This does not limit the following. Email billing@harperharbor.com if any applies:
- a duplicate or incorrect charge, or a completed payment for a pass that never started;
- rights you have under mandatory law where you live, such as a statutory withdrawal or cancellation period;
- permanent discontinuation of the Platform, or termination of your account for a reason unrelated to a violation by you.
When a pass is refunded for one of these reasons, or its payment is reversed:
- unused purchased credits from that pass, and unused daily credits claimed from it (including any first-purchase bonus), are canceled; used credits are not converted into a cash charge;
- the pass can no longer be claimed from the day of the refund, and its remaining days end. Other passes you hold are unaffected and move earlier to fill the gap;
- the first-purchase bonus is available once per account and is not restored by a refund;
- the refund amount uses the proportional formula under “Full and partial refunds” above, based only on that pass’s purchased credits; daily credits are not part of the formula.
Interrupted requests and incorrect charges
Model API charges cover input processed and output generated. If you stop a request, close the page or lose your connection, usage already incurred may still be charged. Not receiving a complete reply does not make the entire request free.
If a request fails, a service is not provided, or you believe a usage charge is duplicated or incorrect, email billing@harperharbor.com with the time, the service used and a record identifying the charge. We will review the usage and charges, correct your credits balance if we confirm an error, and email you the outcome.
The 7-day purchase refund window does not limit requests to review incorrect usage charges.
Refund method and timing
Approved purchase refunds are returned through Stripe to the original payment method. We will email you the approved amount and whether the refund has been initiated.
Card refunds typically appear in your account approximately 5–10 business days after initiation, depending on your bank or card issuer. This does not include the time needed to review your request. If a refund has not arrived or fails, contact billing@harperharbor.com so we can help trace it.
Payment disputes and reversed payments
A purchase refund under this policy and a dispute filed with your bank are different processes. You may contact your bank or payment provider about an unauthorized or disputed charge. The 7-day purchase refund window does not determine your right to raise a payment dispute, and the bank or payment provider may reverse all or part of a payment under its own process.
Contact billing@harperharbor.com if you do not recognize a charge or need help checking it. If you have already filed a dispute, tell us so we can reconcile its status with any refund already issued. We handle an open dispute through that process and do not issue a duplicate refund for the same amount.
While a payment is disputed, we may temporarily prevent use of credits funded by that payment and its associated bonus credits. If the payment is finally reversed, we remove the unused purchased credits corresponding to the reversed amount and cancel unused bonus credits associated with that purchase. A partial reversal does not cancel purchased credits supported by the amount we retain. If a reversed payment is for a 30-Day Pass, we cancel unused credits and end that pass’s remaining days as described under “30-Day Pass” above.
If the reversed payment covered services already used, we review the payment, usage and service-delivery records separately. A dispute does not automatically establish that you owe us money. We will explain any proposed account adjustment and how to question it; unauthorized use, incorrect charges, services not provided and applicable legal rights are considered in that review. We may restrict new paid requests while a material payment or account-security issue remains unresolved. We do not automatically charge your card or pass dispute fees to you under this policy.
If the dispute is resolved in our favor and the funds are returned to us, we reconcile the account, release credits held solely for that dispute as appropriate, and correct any related account adjustment. Credits already used or separately refunded are not issued again. These measures do not limit your right to raise a legitimate dispute.
Account closure
Closing your account yourself does not automatically request a refund or extend the ordinary purchase refund window. If you have unused purchased credits eligible for a refund, email us under this policy. Purchases older than 7 days are not eligible for an ordinary purchase refund. The permanent-discontinuation and non-breach termination refunds below, and your statutory rights, are not subject to this restriction.
Permanent discontinuation or termination unrelated to a breach
If we permanently discontinue the platform or permanently terminate your account for reasons unrelated to your breach, we will refund the amount actually paid for your remaining unused purchased credits, regardless of the ordinary 7-day purchase refund window. Valid usage charges for services already provided are not refunded; free or promotional credits have no cash refund value.
We calculate the refund using the proportional order formula above, reconciling pending usage, prior refunds and payment disputes to avoid duplicate amounts. We will notify you through your account email of the refund amount and process. Contact billing@harperharbor.com if records need to be reconciled. The refund method and timing provisions of this policy apply.
A temporary interruption, maintenance or removal of a single model does not by itself constitute permanent discontinuation of the platform. This does not affect requests concerning incorrect charges, services not provided or applicable statutory rights.
Request a refund
Email billing@harperharbor.com from the address on your account. Include the purchase date, amount, reason for your request, and order or receipt number if available.
We will send an initial reply within 3 business days and explain if we need more information. An initial reply does not mean a refund has been approved or received.
Your statutory rights
Nothing in this policy limits rights you have under mandatory consumer law in your country.