Billing and Refund Policy

1. Introduction

This Billing and Refund Policy explains how payments, Credits, charges, refunds and related billing matters are handled in connection with the PromptForge Services available at https://prmptforge.org/.

PromptForge is operated by COGNIVORA TECHNOLOGIES LTD, a company incorporated and registered in England and Wales under company number 17394031, with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom ("Company", "we", "us" or "our").

This Policy forms part of, and should be read together with, our Terms of Service. Capitalised terms not defined in this Policy have the meanings given to them in the Terms of Service.

PromptForge does not operate on a subscription basis. Users purchase internal virtual credits ("Credits") and spend those Credits on individual operations available through the Service.

2. Credits

Credits are the internal unit used to access paid functionality within PromptForge.

Users may purchase Credits through the payment methods made available on the website. Credits may then be used to request individual AI-powered operations, including prompt optimisation and image generation.

The number of Credits required for a particular operation is displayed through the relevant PromptForge interface before or at the time the operation is submitted.

Credits do not constitute money, electronic money, cryptocurrency, a deposit, a bank account balance or a payment instrument. They cannot be used to purchase goods or services outside PromptForge and cannot be transferred between user accounts.

Purchased Credits do not expire solely because of the passage of time while the relevant account remains active.

We may also provide introductory, promotional or bonus Credits. Such Credits are provided without separate monetary consideration and do not have a cash redemption value unless we expressly state otherwise.

3. Purchase Amounts

Users may purchase Credits in amounts made available through the PromptForge checkout.

The permitted payment amount for a single Credits purchase is currently from EUR 5.00 to EUR 5,000.00 per transaction.

We may change the available Credits packages or permitted transaction amounts for future purchases. Any such change will not retrospectively alter Credits already purchased and credited to a user's account.

The applicable price and the amount of Credits to be received are displayed before the user confirms the payment.

4. Prices and Taxes

Unless expressly stated otherwise, all prices displayed through PromptForge are inclusive of applicable taxes.

The amount shown to the user at checkout is intended to represent the total price payable for the relevant Credits purchase.

Where the applicable tax treatment or tax rate differs depending on the user's jurisdiction, such tax is included within the displayed price rather than added on top of that price, unless mandatory law or the payment process requires otherwise.

Any receipt, invoice or other payment confirmation may separately identify the tax component where required by law or supported by the relevant payment provider.

5. Payment Processing

Payments may be processed through one or more third-party payment service providers.

The payment provider may collect and process payment card information, billing details, authentication information and other data necessary to complete the payment in accordance with its own terms and privacy policy.

We do not normally receive or store complete payment card numbers, CVV codes or equivalent payment credentials.

We may receive limited transaction information necessary to administer the purchase, including the transaction identifier, amount, currency, date, payment status, refund status and other payment-related records.

A Credits purchase is considered successfully completed once the relevant payment has been confirmed and the purchased Credits have been added to the user's PromptForge account.

6. How Credits Are Charged for Operations

When a user submits a paid operation, the applicable number of Credits is first reserved from the available Credits balance.

Reserved Credits remain associated with that operation while it is being processed and cannot be used simultaneously for another operation.

The reservation does not itself constitute a final charge.

The relevant Credits are finally deducted when the requested operation is successfully completed and the result is made available to the user through PromptForge.

For these purposes, the Service is considered provided at the moment the generated result is made available through the platform.

The user is not required to download, copy or otherwise use the result for the operation to be treated as completed.

7. Failed Operations

If an operation fails and no result is made available to the user, the Credits reserved for that operation are automatically returned to the user's Credits balance.

This may occur, for example, where generation cannot be completed because of a technical processing failure, an error affecting the underlying service or another unsuccessful operation recognised by PromptForge.

A user does not normally need to contact customer support to request the return of Credits for an operation that the system has identified as failed.

Where the status of an operation is disputed or cannot be determined automatically, the user may contact support@prmptforge.org and we may review the relevant operational records.

The automatic return of Credits following a failed operation is different from a monetary refund of the amount originally paid to purchase those Credits.

8. Successfully Completed Operations

Once a result has been successfully generated and made available to the user, the applicable Credits are considered consumed.

Credits used for a successfully completed operation are not ordinarily returned solely because the user does not like the result, decides not to use it, fails to download it or considers that another generated result might have been preferable.

AI-generated content is probabilistic and results may vary between requests. Payment for an operation therefore relates to the performance of the requested AI processing and delivery of the result, rather than a guarantee of any particular subjective, creative or commercial outcome.

This provision does not affect any statutory remedy that the user may have where the Services or digital content fail to comply with mandatory consumer protection law.

9. Image Availability

Where the requested result is a generated image, the downloadable image file may remain available for up to 7 days following generation or until the first successful download, whichever occurs first.

Users are responsible for downloading and retaining any generated image they wish to keep.

Once the relevant storage period has expired or the file has been removed following download, the image may no longer be recoverable.

The expiry or deletion of a generated image file does not create a right to a refund or return of Credits where the relevant result was previously generated and made available in accordance with the Terms of Service.

10. Monetary Refunds

A monetary refund means the return of money previously paid for the purchase of Credits.

Requests for monetary refunds must be submitted to:

support@prmptforge.org

The request should contain sufficient information for us to identify the relevant user account and payment transaction.

We may request additional information reasonably necessary to verify the transaction, establish the amount of unused purchased Credits and prevent fraudulent or duplicate refund requests.

As a general contractual rule, amounts corresponding to Credits that have already been consumed for successfully completed operations are not refundable.

Any refund entitlement arising under mandatory consumer law remains unaffected.

Approved refunds will normally be made through the original payment method where reasonably possible and may be subject to the technical rules and processing arrangements of the relevant payment provider.

11. Withdrawal of an Unused Credits Balance

A user who wishes to request monetary withdrawal of an eligible unused balance of purchased Credits must contact:

support@prmptforge.org

Such requests are handled individually.

The amount eligible for monetary withdrawal will be determined by reference to the purchased Credits remaining unused in the account and the relevant purchase records.

Credits received free of charge, including promotional, introductory or bonus Credits, are not eligible for monetary withdrawal.

We may also take into account refunds already processed, payment reversals, chargebacks or other adjustments relating to the relevant purchase.

Where a withdrawal is approved, payment will normally be returned through the original payment method where reasonably possible. Processing may depend on the payment provider and on any legal, technical or anti-fraud requirements applicable to the transaction.

12. Cancellation and Withdrawal from the Contract

Requests to cancel a payment, withdraw from a purchase or otherwise exercise a contractual or statutory right of cancellation should be sent to:

support@prmptforge.org

PromptForge is intended to make purchased Credits and requested AI operations available without delay.

Where required by applicable consumer law, users may therefore be asked during checkout or before immediate performance begins to expressly request immediate supply and acknowledge any consequence that immediate supply may have for a statutory cancellation right.

Where the conditions prescribed by applicable law for loss of a cancellation right have been satisfied, a user may no longer have a statutory right to cancel after supply of the relevant digital content has begun.

Nothing in this Policy is intended to exclude or restrict a right of cancellation, refund, price reduction or other consumer remedy that cannot lawfully be excluded.

13. Immediate Provision of Services

By submitting an operation for processing, the user requests that PromptForge begin performing that operation immediately.

The relevant Service is provided when the requested result is generated and made available to the user.

Where required by law, additional express consent or acknowledgement concerning immediate performance and cancellation rights may be collected through the checkout or Service interface.

If an operation is not successfully completed, the relevant reserved Credits are returned as described in Section 7.

14. Account Deletion and Remaining Credits

Account deletion is handled through customer support at:

support@prmptforge.org

Users who have unused purchased Credits and wish to request monetary withdrawal of an eligible balance should submit that request before requesting deletion of the account.

When an account is deleted, any Credits remaining in that account are cancelled.

Promotional or bonus Credits are cancelled without compensation.

Except where mandatory law requires otherwise, deletion of an account does not itself create a right to reimbursement of Credits that remained in the account at the time of deletion.

Payment and transaction records may continue to be retained after account deletion where required for tax, accounting, fraud prevention, dispute resolution or other legal purposes, as further described in our Privacy Policy.

15. Payment Reversals and Chargebacks

If you believe that a payment was made incorrectly, you should contact us at support@prmptforge.org so that we can review the transaction.

If a payment is reversed, cancelled or charged back after Credits have been added to an account, we may make corresponding adjustments to the Credits associated with that payment to the extent reasonably necessary to reflect the reversal.

This may include removing unused Credits originally acquired through the reversed payment.

Where some of those Credits have already been consumed, we may contact the user to resolve the resulting payment discrepancy.

Nothing in this Section limits any right a consumer may have to challenge an unauthorised or incorrect payment through their payment provider or under applicable law.

16. Duplicate or Incorrect Payments

If you believe that you have been charged more than once for the same intended purchase, charged an incorrect amount or have not received Credits following a successful payment, please contact:

support@prmptforge.org

We will review the relevant payment and account records and, where an error is confirmed, take reasonable steps to correct the Credits balance or payment as appropriate.

17. Statutory Consumer Rights

Nothing in this Billing and Refund Policy limits rights available to consumers under mandatory applicable law.

In particular, where applicable consumer law requires digital content or services to comply with contractual descriptions, be of satisfactory quality, be fit for an applicable purpose or be performed with reasonable care and skill, those statutory requirements remain unaffected.

Where a consumer is entitled by law to repair, replacement, repeat performance, a price reduction, refund or another mandatory remedy, this Policy does not exclude that remedy.

Any contractual restrictions on refunds or returns of Credits apply only to the extent permitted by applicable law.

18. Changes to This Policy

We may update this Billing and Refund Policy from time to time to reflect changes to the Services, Credits system, pricing arrangements, payment providers, applicable law or our business operations.

The current version will be published on https://prmptforge.org/ with a revised "Last updated" date.

Changes will apply prospectively and will not retrospectively alter completed purchases or Services already provided except where necessary to correct an error, prevent fraud or comply with applicable law.

19. Contact

PromptForge is operated by:

COGNIVORA TECHNOLOGIES LTD

Company number: 17394031

Registered in: England and Wales

Date of incorporation: 11 August 2026

Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Website: https://prmptforge.org/

For billing enquiries, refunds, withdrawal of eligible unused Credits, payment cancellation requests and account-related payment issues:

support@prmptforge.org

For general enquiries:

info@prmptforge.org

Website contact form:

contact@prmptforge.org