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 are refundable within 14 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 of purchase: full refund of the credits you have not spent
• After 14 days: no refund, but your credits remain valid

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. If something is wrong with a completed service, contact us within 7 days (see Section 5).

4.2 Cancelled Services

If an assignment is cancelled before it is completed (see the Cancellation Policy):

• Full credit refund to your account
• Refund to your original payment method on request (within 14 days of the 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. Problems With a Completed Service

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

Credits for a cancelled task return to your credit balance. Money refunds are sent only to your original payment method once approved; how long they take to appear depends on your bank or payment provider.

6.2 Refund Method

• Service payments: refunded to your wallet balance as credits; unused credits refunded within 14 days go to the original payment method
• 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 14 days ago
• 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
• Refer the dispute to the consumer protection authority in your country of residence (the EU Online Dispute Resolution platform was discontinued on 20 July 2025)
• 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 30 days in advance. The policy at the time of your purchase applies to that transaction.