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Refund Policy

When a job fails, the credit returns. When money is involved, here is how we handle it.

Last updated · October 21, 2026

1. Purpose

This Refund Policy explains how credits and payments work on Nubo. You spend credits from a wallet. Files come through the Magnific (Freepik) API and land as short download links. You only lose a credit when the job succeeds.

2. Automatic credit refunds (delivery failures)

If we cannot finish the download, the one (1) reserved credit goes back to your wallet automatically.

  • When you start a job, Nubo usually holds one credit in your wallet.
  • On success, that credit is spent.
  • On failure (provider decline, setup issues, or any case where the file never lands), the held credit is returned to your wallet so you can retry or use it on another request.

This runs as part of normal job processing. You should not need a support ticket for ordinary delivery failures.

3. What automatic credit refunds cover

  • Jobs that fail before a download link is issued
  • Technical or provider-side failures that block the file
  • Cases where the Service marks the job unsuccessful and reverses the hold

4. What automatic credit refunds do not cover

  • Successful jobs where a download link was issued (even if you did not save the file before the link expired)
  • Requests for assets you were not entitled to under your own licenses or provider terms
  • Abuse, fraud, or attempts to dodge licensing or access controls

Download links expire (usually within about two hours). Save the file while the link is still valid.

5. Purchased credit packs (money refunds)

Credit packs are digital products topped up via PayStation (or other approved methods) and credited after verification.

  • Unused credits left in your wallet after a verified top-up are generally not refundable as cash, except where law requires it or we approve an exception.
  • If a top-up was charged in error (duplicate payment, wrong amount clearly documented), email support@trynubo.com with your account email and transaction reference. We will review in good faith.
  • Pending top-ups that are rejected or never verified do not add credits, so no credit refund is needed.

6. How to request help

For wallet mismatches or top-up issues that the automatic credit refund did not fix, email support@trynubo.com with:

  1. Your account email
  2. Approximate time of the job or top-up
  3. Transaction / job reference if available
  4. A short description of the issue

We aim to respond within a reasonable business timeframe.

7. Relationship to other policies

This Refund Policy works with our Terms of Service and Privacy Policy. If something conflicts on payment mechanics, this Refund Policy controls refunds; the Terms control how you may use the Service.

8. Changes

We may update this policy from time to time. The “Last updated” date on this page shows the current version.

Questions? support@trynubo.com