Refund & Cancellation Policy

1. Overview

PolyMedium runs on a prepaid wallet. You add funds in U.S. dollars and are charged a fixed price per generation, set by the subject of your image and the quality you choose: $0.25 or $0.50 for an object or a drawing; $0.50, $1.00 or $3.00 for a character; and $0.25 for "Make it real" on a model built from a drawing. Your balance never expires.

In short: failed generations are refunded automatically, unspent funds can be returned to your card whenever you ask, and finished models are final sale. The rest of this page is the detail.

2. Failed Generations

Every generation is billed to your wallet when you submit it. If the job does not produce a usable 3D model, that charge is refunded to your wallet automatically, usually within seconds, and always within six hours for jobs that never come back from our providers. You do not need to ask, and you do not need to notice.

You only pay for models that complete. Refunds appear in the transaction history on your Wallet page alongside the original charge.

3. Refunding Your Unspent Balance

You can ask for your unspent balance back at any time, for any reason. Email polymediumcontacts@gmail.com from your account address and we will refund it to the original payment method. There is no time limit and no minimum.

What comes back is the unspent cash portion of your balance: money you actually paid us and have not yet used. Two things are not part of it:

• Funds already spent on completed models. Those bought something and were delivered (see section 4).
• Promotional credits. The $3.00 starter balance and any campaign or goodwill credits we have granted are not money you paid, are not redeemable for cash, and are not transferable to another account.

Refunds are returned to the card or payment method used for the original top-up, and the same amount is removed from your wallet balance at the same time. Please allow 5 to 10 business days for your bank to post it.

4. Completed Models Are Final Sale

A completed model is a digital good delivered the moment it finishes. Once a generation completes and the model is available to you, that charge is final and is not refundable.

If a completed model has a real quality problem, tell us. Email polymediumcontacts@gmail.com with the model and what went wrong. We may issue goodwill credit to your wallet at our discretion. That is a courtesy rather than an entitlement, and results that are simply not what you hoped for (a pose you did not want, a detail the source photo did not show) are best solved by retrying with a clearer reference image.

5. EU and UK Customers: 14-Day Withdrawal Right

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a purchase within 14 days. It applies to the unspent portion of a top-up; where you have asked us to start a generation and it has completed, that content has been supplied and the withdrawal right no longer applies to those funds.

In practice the policy in section 3 is broader than this right, because it has no deadline. This section is stated so that EU and UK customers know the statutory minimum they are entitled to regardless.

6. Payment Disputes

If you open a dispute or chargeback with your card issuer, two things happen immediately and automatically:

• The disputed amount is removed from your wallet balance.
• Generation on the account is paused until the dispute is resolved.

Your account, your projects and your existing models stay accessible throughout; only new generations are paused. Once your bank closes the dispute, whichever way it goes, generation is re-enabled.

Email us first if you can. A refund under section 3 is faster than a chargeback, costs you nothing, and does not pause your account.

7. Legacy Subscriptions

PolyMedium no longer sells subscription plans. If you are still on an older subscription, billing questions about it are handled by support under the terms that applied when you subscribed. Email polymediumcontacts@gmail.com and we will sort it out with you directly.

8. Account Deletion

You can delete your account at any time. Deleting it closes the wallet along with everything else, so if you have an unspent balance you want back, request the refund under section 3 before you delete. A balance is not recoverable once the account is gone.

9. Contact

For anything on this page (a refund request, a billing error, a model that came out wrong) email polymediumcontacts@gmail.com from your account address. Include the model or transaction it concerns and we will respond within 5 business days.

This policy sits alongside our Terms of Service and Privacy Policy.