Refunds & Credits Policy

01Your credit balance

Murl credits are the unit of usage balance; the price per credit depends on the plan or credit pack they came with. Purchased credit packs expire 3 months after purchase. Subscription credits are a monthly allowance: unused allowance expires at your next billing date and does not roll over. Credits that expire soonest are used first. If a final charge exceeds your balance, the balance becomes negative and your next plan renewal or credit pack covers it first.

Promotional or complimentary credits have no cash refund value. Any special expiry or eligibility conditions for a promotion will be stated with that offer. Credits cannot be transferred, resold, or withdrawn as cash; an approved purchase refund is returned to the payment method instead.

02Failed and interrupted runs

Starting a run can temporarily reserve credits. The final charge is based on billable usage; any unused reservation is released. A failed request that incurs no billable usage should not result in a final usage charge. A timeout may still be under recovery, so its reservation may remain while the provider's result is checked.

An app can perform several billable steps. If a later step fails, completed steps may still be charged. A delivered result is not automatically free because it differs from your creative expectations. If you were charged but a result was not delivered, contact us with the run details so we can investigate and correct the charge where appropriate.

Returning credits to your Murl balance is different from refunding a card payment. A run adjustment normally returns credits; it does not automatically reverse the purchase that funded your balance.

03Credit purchase refunds

Credit pack purchases are generally non-refundable, including where purchased credits remain unused. We review requests involving billing errors or failure to deliver the purchased credits or service, and provide refunds where applicable law requires them. Purchased credits remain available until they expire, 3 months after purchase. If a payment is refunded or reversed, the credits it bought are removed; credits already used from it can leave a negative balance.

Successfully delivered, used runs are generally non-refundable. This does not remove your rights where the service was defective, misdescribed, or not supplied as required by law. Report duplicate, incorrect, or unauthorised charges promptly so we can investigate.

04Subscriptions and cancellation

Subscriptions renew automatically at the billing interval shown at checkout. You can cancel future renewal through your account's billing portal. Contact support if the portal is unavailable. Cancellation normally takes effect at the end of the current paid billing period and does not itself refund that period.

Subscription fees are generally non-refundable after the paid period begins, except for billing errors, failure to supply the service, or where required by applicable law. Unused monthly allowance is not refundable or carried over. Cancelling a subscription does not shorten separately purchased credit packs, which remain usable until they expire.

05Requesting help or a refund

Email hello@murl.ai from your account email with the subject "Refund request". Include the purchase date, receipt or payment reference, amount, and reason. For a run issue, include the app or run link and what went wrong. Never send a full card number, security code, or account password.

We review the purchase and usage records and tell you the outcome. Approved payment refunds go to the original payment method through Stripe; the time to appear depends on the payment provider and your bank. Corresponding credits are removed to prevent both using and refunding the same purchase.

06Your statutory rights

This policy applies to purchases from Murl, operated by Vague MENA FZ-LLC. Nothing here limits mandatory consumer rights, including any applicable withdrawal, cancellation, or refund rights. Where local law requires consent or an acknowledgement before beginning a digital service affects withdrawal rights, this page alone does not substitute for that process.