1. Overview
At FortiLabs, we want you to be completely satisfied with our Service. This Refund Policy outlines the conditions under which refunds may be granted and the process for requesting one.
Due to the nature of our digital service and the immediate delivery of AI-generated content, refunds are limited. Please read this policy carefully before making a purchase.
2. Credit-Based Refunds
Our Service operates on a credit system. Once credits are used to generate content, that portion is non-refundable. However, unused credits may be eligible for partial refunds under certain conditions.
Eligible for Refund
- Unused credits from a purchase made within the last 7 days
- Technical issues that prevented service use (with documentation)
- Duplicate or accidental purchases (same day only)
- Service unavailability exceeding 24 hours
Not Eligible for Refund
- Credits that have been used to generate content
- Purchases made more than 7 days ago
- Dissatisfaction with AI-generated content quality (subjective)
- Ad network rejection (not guaranteed)
- Failure to meet ad network requirements due to other website factors
- Violation of Terms of Service leading to account suspension
3. Subscription Refunds (Enterprise Plans)
For Enterprise subscription plans:
- Full refund available within 3 days of initial subscription
- No refunds for renewal charges (cancel before renewal date)
- Prorated refunds may be offered at our discretion for annual plans
- Cancellation stops future billing but does not refund current period
4. Refund Amounts
When a refund is approved:
- Full Refund: 100% of eligible unused credit value
- Partial Refund: Calculated based on unused credits only
- Processing Fees: Paddle's payment processing fees (approximately 5%) may be deducted
5. Refund Process
To request a refund, follow these steps:
Contact Support
Email billing@fortilabs.dev with your account email, transaction ID, and reason for refund.
Review Process
Our team will review your request within 2-3 business days and may ask for additional information.
Decision Notification
You'll receive an email with our decision and, if approved, the refund amount.
Refund Processing
Approved refunds are processed within 5-10 business days to your original payment method.
6. Alternative Resolutions
Before requesting a refund, consider these alternatives:
- Credit Transfer: We can transfer remaining credits to another account
- Account Credit: Receive store credit instead of a refund (110% value)
- Technical Support: If the issue is technical, our team can help resolve it
- Plan Upgrade: Upgrade to a higher tier for better results
7. Payment Method Returns
7.1 Paddle Payments
Refunds for credit card/PayPal payments through Paddle will be returned to the original payment method within 5-10 business days.
7.2 EasyPaisa Payments
EasyPaisa refunds will be processed to your registered EasyPaisa account within 7-14 business days.
7.3 Bank Transfers
Bank transfer refunds require bank account details and may take 10-15 business days to process.
8. Special Circumstances
We may make exceptions to this policy in cases of:
- Extended service outages (refund for affected period)
- Significant service changes that remove features you purchased
- Billing errors on our part
9. Chargebacks
If you initiate a chargeback with your bank instead of contacting us:
- Your account will be immediately suspended
- You may be banned from future use of the Service
- We may dispute the chargeback with evidence of service delivery
Please contact us first – we're committed to resolving issues fairly.
10. Contact for Refunds
For refund requests or billing questions:
Email: billing@fortilabs.dev
Subject Line: Refund Request - [Your Account Email]
Response Time: 2-3 business days