Narrative Geometry · Legal

Refund policy

Tokens are delivered instantly and consumed as work runs, so purchases are final. There are exceptions, they are specific, and they are set out below.

Effective 1 August 2026
Version 2.0
Claim window 7 days

Token purchases are final.

Buy the smallest package that covers what you want to try. Nothing about this policy prevents you from starting small.

1. General policy

Narrative Geometry runs on tokens. Buying tokens purchases a limited, non-transferable licence to use the Service's computational resources. Tokens are not currency, property, or a stored value instrument, and have no cash value.

Delivery is immediate. The moment tokens are credited, they are available to spend, which is why the purchase is treated as complete on delivery rather than on use.

By completing a purchase you agree that, except as set out in sections 2, 3, and 5 below, you are not entitled to a refund, exchange, or chargeback.

2. Technical failure on our side

If tokens are deducted for work that failed because of a fault in our systems, we restore them. This is the exclusive remedy for technical failure, and restoration is made in tokens rather than money.

This covers:

  • a generation that was billed and returned nothing;
  • a deduction recorded against work that never ran;
  • a duplicated deduction for a single action;
  • a purchase where payment cleared but tokens were never credited.

A refusal by an upstream model provider — a content policy block, a rate limit, a provider outage — is not a fault in our systems. We will still look at it, and where the request never produced usable output we generally restore the tokens as a goodwill matter, but it falls outside the guaranteed remedy above.

3. Statutory rights

We operate from Ottawa, Ontario, and comply with the Competition Act (Canada) and the Consumer Protection Act, 2002 (Ontario). Nothing in this policy limits a right you hold under consumer protection law that cannot be waived by agreement.

Because tokens are digital and delivered immediately, any statutory cooling-off period that would otherwise apply to a digital good ends when the tokens are credited and become usable.

If you are in a jurisdiction granting a non-waivable right of withdrawal on digital purchases, tell us in your claim and we will honour it.

4. What is not refundable

  • Change of mind. You bought tokens and decided not to use the Service.
  • Dissatisfaction with output. A generation ran, consumed resources, and returned work you did not like. Creative judgement is not a defect. Use the smallest package to evaluate fit.
  • Consumed tokens. Tokens spent on work that completed, in whole or in part, regardless of whether you published the result.
  • Unused balance. Tokens you bought and did not spend. They remain in your account and do not expire while it is active.
  • Termination for breach. Tokens forfeited when an account is closed for violating the terms of service.
  • Rate changes. Consumption rates changing after your purchase. Tokens keep their face value; what they buy can move.
  • Beta instability. Downtime, feature changes, and interruptions during private beta, which are disclosed in advance in the terms.

5. Duplicate and unauthorised charges

If you were charged twice for the same purchase, we refund the duplicate in full to the original payment method. Contact us rather than your bank — it is faster and there is nothing to dispute.

If a purchase was made on your card without your authorisation, tell us immediately. We will freeze the account, investigate, and refund a confirmed fraudulent transaction in full.

6. How to make a claim

Submit a written claim within 7 days of the transaction date. Include:

  • the account email address;
  • the transaction identifier from your receipt;
  • the approximate date and time of the failure;
  • what you were running when it happened;
  • which section of this policy you believe applies.

Send it through the contact form with the billing subject, or by email to billing@narrativegeometry.com marked Refund claim.

We acknowledge claims within two business days and decide within ten. Approved token restorations are applied within one business day of the decision. Approved monetary refunds go back to the original payment method and typically appear within five to ten business days depending on your bank.

7. Chargebacks

Please contact us before disputing a charge with your bank. Most claims are resolved faster directly, and a chargeback filed while a claim is open complicates both.

Accounts with an open chargeback are suspended until the dispute is resolved. A chargeback we successfully contest may result in permanent closure and forfeiture of the remaining balance.

8. Contact

Refund claims
billing@narrativegeometry.com
General
Contact form
Post
Alalonde Corporation
Attention: Refund Claims
Ottawa, Ontario, Canada

This policy forms part of the terms of service. Where the two appear to differ on refunds, this policy governs.