Fair by default,
readable on purpose.

We want you to feel fairly treated. Here’s the whole policy in four lines:

• 14-day cool-off on unused credits. Request inside 14 days of the purchase and any un-spent credits are refunded in full.
• Failed generations aren’t billed. If the AI pipeline errors on our side, we don’t take credits.
• Used credits are not refundable. Once a generation runs (redesign, chat, video), those credits are spent.
• Email us first, always. support@maduira.com gets to a person within two working days. Filing a chargeback before we’ve had a chance may pause your account.

Credits on MADURA are a prepaid allowance to use our AI services. They are not a currency and they are not stored value. Specifically:

• Credits can only be spent inside MADURA — on redesigns, chat replies, style boards, video walkthroughs and any future feature we launch at a published credit rate.
• Credits cannot be exchanged for cash, transferred to another account, resold, or redeemed outside MADURA.
• The credit rate is fixed at US$1 = 100 credits across all packs and top-ups.
• Bonus credits (e.g. the 500 bonus in Plus, 2,000 in Pro) are added to your balance but are never cashed out as part of a refund — they are a discount on our retail rate.

This matters because we don’t operate as a financial service. Credits are simply a convenient prepaid unit for accessing AI generation.

You can cancel a credit purchase and ask for a refund of unused credits within 14 calendar days of the purchase date.

• The refund is calculated at $1 = 100 credits on whatever balance remains unspent at the moment we process your request. Any credits you used before requesting the refund are treated as consumed.
• We honour this 14-day cool-off for every customer regardless of country, modelled on the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where your local law gives you stronger rights (for example certain EU member states, or California consumers under the CCPA/CPRA), those stronger rights apply.
• We refund to the same payment method you used. Refund landing time depends on your card issuer — usually 5–10 working days.

Once a generation runs — the model accepted your prompt, produced an output, and returned it to you — the credits are spent and not refundable. This is the same principle as paying a designer for an hour’s work: the service has been performed.

We do make two exceptions:

• Pipeline error. If our system returns a clear error message or a corrupt file instead of a result, the credits are automatically returned. You don’t need to ask.
• Policy-violating output. If the model produced content that violated our content policy (for example sexualised imagery, which our guardrails should block), email us and we’ll refund the credits and investigate the failure.

“I didn’t like the style” is not a refundable failure. AI outputs vary; that’s why we keep per-generation cost low and show samples before you commit.

Email support@maduira.com with:

• the email on your MADURA account;
• the date and approximate amount of the purchase;
• the reason for the request (it helps us, but we don’t demand a justification inside the 14-day window).

We aim to respond within two working days and to resolve refunds within seven working days, excluding your bank’s settlement time.

AI providers occasionally fail. When that happens we commit to the following:

• Hard failures (timeout, 5xx error from the provider, corrupt output) — automatic credit refund, no email needed.
• Soft failures (output returned but visibly broken — e.g. text where there should be an image, black frames in a video) — tell us within 7 days and we’ll review the trace and refund credits where it was a system fault.
• Subjective dissatisfaction — not refundable, but we’ll happily give you tips on the prompt and the reference imagery.

If something looks wrong on your statement, please write to us first. Chargebacks raised with your card issuer before contacting us often end badly for both sides:

• Your account may be temporarily suspended while the card issuer investigates.
• Where the chargeback is upheld unfairly against us, we may be obliged to close the account to prevent abuse.
• We can almost always resolve disputes faster by email than through the card network.

If after contacting us you still want to dispute the charge with your card issuer, you’re entirely within your rights. MADURA uses Stripe as its payment processor and will cooperate with any legitimate dispute. We will respond to dispute requests with the documentation and transaction history Stripe asks for.

Our billing statement descriptor is MADURA. If you see that on your card, it’s us.

If you see a MADURA charge you don’t recognise — perhaps someone else used your card — email support@maduira.com straight away. We’ll review and, where the transaction is genuinely unauthorised, issue a full refund and block the account from further purchases.

We run 3D Secure (SCA) on cards that support it to reduce unauthorised use.

If we ever raise the retail credit rate, credits you already bought are honoured at the rate you paid. Unused credits always spend at $1 = 100 credits on the services they were bought against.

If you close your MADURA account, any remaining credits are eligible for refund within the 14-day cool-off window. Outside that window, remaining credits are forfeited on voluntary closure — by design, so that the service can’t be used as a money transfer mechanism. If we close your account for fault on our side (e.g. we stop operating the product), we refund the unused balance at $1 = 100 credits.

Refunds and disputes: support@maduira.com
Phone (urgent account / data matters only): +44 7366 828192
Post: MADURA (UK) LIMITED, 9 Plumpton Road, Bicester, Oxfordshire, OX26 1AQ, United Kingdom

UK / EU residents who remain dissatisfied after our response may escalate to the UK Financial Ombudsman Service (for payment disputes related to UK-issued cards) or their local consumer-protection authority. California residents can contact the California Department of Justice.

Last updated: 24 April 2026.