Scope
This policy applies to paid Lotix subscriptions, token packs, checkout flows, and billing activity unless a different written agreement or checkout term applies.
Monthly subscriptions
Lotix monthly app access renews until canceled through the available billing flow. Canceling stops future renewal but does not automatically refund the current billing period unless required by law or expressly stated at checkout.
If your subscription is canceled, expires, charged back, or remains unpaid, access to the affected account or workspace may be disabled. User video and media data will be deleted, and related app data will be deleted or de-identified, within 90 days after the effective cancellation, expiration, non-payment closure, or workspace closure date, subject to the retention exceptions described in the Privacy Policy and Terms.
This includes production data stored in app databases, object storage, media storage, derivative storage, and related infrastructure, including Cloudflare R2 where used by Lotix. Covered data includes uploaded source videos, uploaded source images, reference videos, reference images, production assets, generated video takes, generated media, previews, thumbnails, derivative files, dailies media, shot plans, prompts, project records, scene and sequence records, review states, and related workspace metadata.
Lotix may review refund requests for duplicate charges, billing errors, account-access problems, or other unusual circumstances, but we do not guarantee refunds for unused time, inactivity, buyer's remorse, or creative results that do not meet expectations.
Token packs
Token packs are prepaid workspace generation credits. Tokens are not cash, stored value, or a transferable currency, and they cannot be redeemed for money.
Unused token purchases are generally non-refundable except where required by law, expressly stated at checkout, or approved by Lotix after review. Tokens that have been reserved, settled, consumed, reversed for abuse, or tied to provider usage are not refundable except where required by law.
Failed or canceled generations
If a generation fails, is canceled, or is not charged by the provider, Lotix may release reserved tokens, credit the workspace, or otherwise reconcile token usage according to the app's token accounting and provider result. A failed or unsatisfactory creative result is not the same as a billing error.
AI generation is probabilistic. Lotix does not guarantee that a completed generation will match the prompt, preserve continuity, satisfy client requirements, or be usable in a final production.
Requesting a billing review
To request a billing review, contact legal@lotix.io or use the support channel available in your Lotix account. Include the account email, workspace, invoice or receipt details, the charge date, and a short explanation of the issue.
We may ask for additional information to verify account ownership, billing status, generation history, or token activity before making a decision.
Chargebacks and abuse
If you dispute a valid charge without first giving Lotix a reasonable opportunity to review the issue, or if billing activity appears fraudulent or abusive, Lotix may suspend account access, pause generation, freeze token usage, or close the workspace while the issue is investigated.
Changes
We may update this Refund Policy prospectively as pricing, checkout flows, token behavior, provider costs, or legal requirements change.