Jwelly Studio

Cancellation & Refund Policy (Wallet Credits/Top-ups)

Last updated: 2026-01-21

Overview

Jwelly Studio operates a closed-wallet system. We offer prepaid wallet credits ("Credits") that can be used exclusively to purchase AI image and video generations and related services on our platform.

No Refund Policy

All Credit purchases are final and non-refundable. As Credits are digital goods delivered immediately upon successful payment, and our AI services utilise computing resources instantly to generate media, we do not offer cash refunds on wallet top-ups or used credits.

By purchasing Credits, you acknowledge and agree that:

  • Credits are non-refundable once added to your wallet
  • Credits cannot be exchanged for cash, withdrawn, or transferred to any other account.
  • The "Right of Withdrawal" does not apply once the digital service (Image/Video generation) has been initiated.

Exceptions (Billing Errors Only)

Cash refunds are processed only in the following system-related billing scenarios:

  1. Duplicate Payment: You were charged multiple times for the same top-up transaction due to a system error.

  2. Incorrect Amount: You were charged an amount different from what was displayed due to a technical error.

  3. Payment Without Credit: Your payment was successful, but Credits were not added to your wallet, and we are unable to resolve the issue within a reasonable time frame (typically 24–48 hours).

To be eligible for an exception, the user must provide verifiable transaction details (Transaction ID, UTR, or payment reference).

Service Failures (Re-credit Only)

If you attempt a generation and the service fails due to a system error (e.g., server timeout, crash, or incomplete output):

  • We will re-credit the deducted Credits back to your Jwelly Studio wallet.
  • This allows you to retry the generation at no extra cost
  • Service failures result in wallet adjustments only and do not entitle you to a cash refund of the original top-up

Non-Refundable Scenarios

The following scenarios are strictly non-refundable:

  • Subjective Dissatisfaction: Credits will not be refunded if the generation completes successfully but your are unsatisfied with the aesthetic result, style interpretation, or likeness in the final image or video. Generative AI outputs vary, and results are final.
  • Used Credits: Any top-up where Credits have been partially or fully utilised.
  • Promotional Credits: Bonus or free credits have no monetary value.
  • Change of Mind: Requests made after a successful purchase due to a change of mind.

Credit Validity & Expiry

  • Current Status: Wallet Credits do not currently expire.
  • Right to Update: Jwelly Studio reserves the right to introduce an expiration period for inactive credits (e.g., 12 months of inactivity) in the future. In such an event, we will provide at least 30 days' notice via email or app notification.

Refund Method & Timelines (If Exception Approved)

  • Approved cash refunds (for billing errors) are processed to the original payment method only (UPI/Cash/Net banking).
  • We initiate approved refunds within 5 business days of approval.
  • Banks of payment service providers may take an additional 5-10 business days to credit the amount to your account.

Contact & Grievance Redressal

If you have a billing dispute or require assistance, please contact us.

Support Contact:

  • Email: support@jwelly.ai
  • Registered office: MMI Softwares Pvt Ltd, 2nd Floor, MMI Square, NH-19, opp. Jain Mandir Ahead Of, Shri Radha Puram, Mathura, Uttar Pradesh - 281001, India
  • Required Details: Registered phone/email, Transaction ID, and Date of transaction

Grievance Officer (In compliance with the Consumer Protection (E-Commerce) Rules, 2020)

If your issue is not resolved by support, you may contact our Grievance Officer: