Refund Policy

1. Overview

At STELLAR, we are committed to your satisfaction. This policy outlines your rights regarding refunds for credits and services.

We aim to resolve any issues promptly and fairly, maintaining transparent communication throughout the process.

2. Right of Withdrawal

2.1 Your Rights

Under consumer protection laws, you have the right to withdraw from a credit purchase within 14 days without giving any reason. This withdrawal period starts from the day of purchase.

2.2 How to Exercise This Right

To withdraw, send a clear statement of your decision to withdraw from the contract by email:

Email: support@stellarai.space
Subject: Withdrawal Request - [Your Order ID]
Include your name, email, purchase date, and order number

The deadline is met if you send your withdrawal request before the 14-day period expires.

2.3 Important Exception

If you request that services begin during the withdrawal period and the service is fully performed, you may not be able to withdraw. For partially performed services, you may be required to pay proportionate costs.

3. Credit Refunds

3.1 Unused Credits

Unused credits may be refunded within 30 days of purchase, subject to the following:

To request a refund of unused credits:

• Contact support@stellarai.space with your request
• Include your account email and purchase date
• Specify the number of credits to be refunded
• Provide a brief reason (optional but helpful)

3.2 Partial Refunds

If you have used some credits from a purchase:

• Within 14 days (withdrawal period): Full refund of unused portion
• Within 30 days: Pro-rata refund of unused credits
• After 30 days: Case-by-case basis at our discretion

3.3 Bonus Credits

Promotional or bonus credits are non-refundable but can be used normally for services.

4. Service-Related Refunds

4.1 Completed Services

Services that have been delivered as described are generally non-refundable. However, if you are dissatisfied, please contact us - we maintain a satisfaction guarantee (see Section 5).

4.2 Cancelled Services

If a service is cancelled before the specialist begins work:

• Full credit refund to your account
• Cash refund available upon request (within 30 days of original credit purchase)
• No cancellation penalty

4.3 Services Not As Described

If a service is materially different from its description, you may be entitled to a full refund, partial refund, or service correction. Contact support with details of the discrepancy.

5. Satisfaction Guarantee

We stand behind the quality of services provided through our platform. If you are not satisfied with a completed service:

• Contact us within 7 days of service completion
• Explain the specific issues you encountered
• We will work with you to find a resolution, which may include:
  • Service revision by the specialist
  • Re-assignment to a different specialist
  • Full or partial credit refund

Our goal is your complete satisfaction with every engagement.

6. Refund Processing

6.1 Processing Time

Credit refunds: Processed within 5 business days. Cash refunds: 5-10 business days to appear in your account (may vary by payment provider).

6.2 Refund Method

• Service payments: Refunded to your wallet balance
• Other methods: As agreed with customer support

6.3 Currency

Refunds are processed in the original currency of purchase. Exchange rate fluctuations are not compensated.

7. Non-Refundable Items

The following are generally non-refundable:

• Promotional or bonus credits
• Credits purchased more than 30 days ago (unless withdrawal rights apply)
• Gift credits (refund goes to purchaser, not recipient)
• Completed services delivered as described

8. Abuse Prevention

We reserve the right to refuse refunds where we identify abuse of our refund policy, such as repeated refund requests for completed services or evidence of fraudulent activity.

9. Dispute Resolution

If you are not satisfied with our refund decision:

• Request escalation to our Customer Resolution Team
• Use the Online Dispute Resolution platform: https://consumer-redress.ec.europa.eu
• Contact your local consumer protection authority
• Pursue other legal remedies available to you

10. Policy Changes

We may update this policy from time to time. Material changes will be communicated via email and platform notification at least 14 days in advance. The policy at the time of your purchase applies to that transaction.