1. Failed generations return their credits automatically
Credits are deducted when a generation starts. If a generation fails, times out or cannot deliver a result, the credits for that generation are returned to your account automatically. You do not need to request a credit refund or contact support.
If a returned credit does not appear, file a report on the report page with the target type "result" and the generation id. We aim to correct a missing credit return within 2 business days. This does not limit a statutory right you have.
A credit return is separate from a money refund. Waffo Pancake is the merchant of record for credit packs, so a money refund for a Waffo Pancake payment is handled manually through Waffo Pancake (see section 5). Returning credits does not by itself reverse a card or other payment, and a Waffo Pancake money refund does not by itself return credits.
2. Credit packs
Purchased credits stay on the account; bonus credits expire after the period shown at purchase. A credit pack is not refundable once the credits have been used, except where the law requires it.
3. Duplicate or unauthorised charges
If you see a duplicate or unauthorised charge, contact [email protected]with the Waffo Pancake transaction id. We will investigate and refund a confirmed duplicate.
4. Statutory rights
Nothing in this policy limits a consumer right that cannot be excluded, including the EU/UK right to withdraw from a digital service within 14 days where it applies and the service has not been fully performed.
5. Waffo Buyer Terms and refund timing
Waffo Pancake is the merchant of record and handles the money refund under its Buyer Terms. A buyer may request a refund through the Waffo Buyer Portal or customer service within 120 days of delivery. If Waffo approves it, the refund is paid to the original payment method within 14 business days; card refunds usually complete in about two business days. Waffo charges a $1 refund fee, and the original processing fee is not returned. Once a digital product has been downloaded, streamed or accessed, the 14-day consumer cancellation right does not apply. The credit-return rule in section 1 is separate from a money refund.
Read the Waffo Buyer Terms at waffo.ai/buyer-terms.
6. How to request a money refund
Email [email protected] with your account email, the approximate time and the Waffo Pancake transaction id. We aim to answer within 2 business days. If we approve the refund, we submit it through Waffo Pancake; Waffo pays an approved refund within 14 business days. A failed generation does not need a money-refund request: its credits are returned automatically as described in section 1.