Last updated: May 2026
Credits are prepaid and generally non-refundable once used. We do offer refunds in specific circumstances as
described below.
1. Overview
DuonexoAI operates on a prepaid credits model. You purchase credits in advance and spend them as you use AI
generation services. Because AI computations have real costs, we cannot refund credits that have already
been used for generation runs.
However, we are committed to fairness. If something goes wrong on our side — such as a failed payment where
your account was charged but credits were not added — we will always make it right.
2. Situations Eligible for Refund
- Credits not added after payment: You were charged by Cashfree but your credit balance
was not updated. Email us with your order ID and we will manually add credits or issue a full refund.
- Duplicate payment: You were charged twice for the same order due to a technical error.
- Service unavailability: DuonexoAI was completely unavailable for an extended period
(more than 24 hours) after your purchase, making it impossible to use your credits.
- Unused credits on account closure: If you wish to close your account within 7 days of
your last credit purchase and have a remaining balance of ₹500 or more, you may request a refund of the
unused portion.
3. Non-Refundable Situations
Credits that have been used for AI generation runs are non-refundable under any
circumstances.
- Credits spent on completed AI generations (image, video, audio, 3D, text).
- Dissatisfaction with the quality, style, or content of AI-generated outputs.
- Generations that failed due to invalid prompts, unsupported content, or user error.
- Free credits (the 10 complimentary credits given on signup are non-refundable).
- Credit purchases older than 30 days.
- Accounts suspended or terminated for violation of our Terms & Conditions.
4. How to Request a Refund
-
Email us at info@duonexo.com
Use the subject line: "Refund Request — [Your Order
ID]"
-
Include the following details
Your registered email address, Cashfree order ID,
amount paid, date of purchase, and reason for refund.
-
We will review within 2 business days
We may ask for additional information. Once approved,
the refund is processed to your original payment method.
-
Receive your refund
Refunds are credited to your original payment method
within 5–7 business days after approval.
5. Processing Time
- Review: 1–2 business days after we receive your request.
- Approval notification: We will email you with the decision.
- Credit to payment method: 5–7 business days after approval (depends on your bank).
- UPI refunds are typically faster (1–3 business days). Credit/debit card refunds may take up to 7
business days.
6. Account Cancellation
You may cancel your DuonexoAI account at any time by emailing info@duonexo.com.
- Cancellation stops any future charges (there are none — we are prepaid only).
- Any unused credits remaining at the time of cancellation are forfeited unless a refund is requested
within 7 days and the balance meets the ₹500 minimum threshold.
- Your generation history and data will be deleted within 30 days of account cancellation.
7. Failed or Stuck Payments
If your payment was deducted from your bank account but credits were not added to your DuonexoAI account:
- Wait 15 minutes — our webhook system automatically retries credit additions.
- Check your email for a payment confirmation from DuonexoAI.
- If credits are still missing after 1 hour, email info@duonexo.com
with your Cashfree order ID.
- We will manually verify and add your credits or issue a full refund within 24 hours.
For all refund and billing queries:
We aim to resolve all billing issues within 2 business days. Please include your order ID in all
correspondence.