Aylah Refund and Credits Policy

Effective date: [EFFECTIVE DATE - insert on publication day]
Last updated: 11 October 2026

This Refund and Credits Policy (the "Policy") is provided by EUPPORIA IT SOLUTIONS L.L.C ("Aylah", "we", "us"), Dubai trade licence No. 1325954. It forms part of our Terms of Use. Words defined in the Terms of Use have the same meaning here. Please read it before you buy: by completing a purchase you confirm that you have read and accepted this Policy, including the rule that a pack cannot be refunded once any of its credits has been used.

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1. Scope

1.1 This Policy applies to credits used in the self-serve credit service, whether bought in packs, received as bonus credits, granted as goodwill or adjustment credits, or received as welcome credits.

1.2 Aylah Studio fees are governed by section 4A of the Terms of Use and Aylah Pilot fees by section 4B. This Policy applies to them only where it expressly says so (sections 7.3 and 9).

1.3 Your statutory rights are not affected. Nothing in this Policy excludes or limits any right or remedy that applicable law, including UAE consumer protection law where it applies to you, gives you and that cannot be excluded or limited by contract. If such a law gives you a better right than this Policy, that law applies.

2. Credits

2.1 Credits are prepaid units used only to pay for generations in the self-serve credit service. They are not money, electronic money, a deposit or a gift card. They have no cash value, carry no interest, and cannot be sold, transferred, gifted, exchanged for cash or moved between Accounts.

2.2 Packs. Credits are sold in packs. The current packs, excluding VAT, are:

We may change packs and prices for the future. The pack, price and credits shown at checkout are the ones that apply to your purchase.

2.3 Prices and VAT. Prices do not include VAT. VAT is charged only if and when applicable and, if so, is shown at checkout and on your receipt.

2.4 Welcome credits. Eligible new Accounts may receive free welcome credits, currently 60 credits, once per person or business. Welcome credits can be used on the Standard tier only, expire 14 days after they are granted, have no value and are never refundable. We may refuse or withdraw welcome credits where we suspect duplicate Accounts, disposable email addresses or other abuse, and we may limit welcome grants per network address.

2.5 Order of use. When you spend credits, we use them in this order: welcome credits first, then bonus credits, then goodwill or adjustment credits, then paid credits. Within each type, credits that expire soonest are used first.

3. Expiry

3.1 Paid credits expire 90 days after the date of purchase or grant.

3.2 Bonus credits expire on the same date as the pack they came with.

3.3 Goodwill and adjustment credits expire on the same date as the pack they relate to or, if they do not relate to a pack, 90 days after they are granted, unless we tell you a different date when we grant them.

3.4 Welcome credits expire 14 days after they are granted.

3.5 The expiry date of each lot of credits is shown in your Account and on your receipt. Expired credits are cancelled automatically. Expired credits are not refundable and cannot be reinstated, except where we choose otherwise as a goodwill gesture or the law requires otherwise.

3.6 Earlier purchases. Credits bought before the effective date of this Policy keep the expiry date shown to you when you bought them.

4. Quotes, holds and failed generations

4.1 Before you start a generation, we show you its price in credits. When you start it, those credits are held. They are used only when the generation is delivered.

4.2 Automatic credit-back. If a generation fails to complete because of a fault in our systems or those of our third-party processing and infrastructure providers, including errors, time-outs and outages, the held credits are returned to your balance automatically. You do not need to ask. Credits returned keep their original expiry date. If credits returned in this way have already expired, they are cancelled.

4.3 Defective delivery. If a delivered Output is technically defective because of a fault on our side, for example a corrupted or empty file, or an Output that clearly does not match the format, duration or tier you paid for, tell us at support@aylah.ae within 7 days of delivery. If we confirm the fault, we will at our option re-run the generation free of charge or return the credits used. Dissatisfaction with the creative result, style or taste of an Output is not a defect, because AI outputs vary by nature.

4.4 Blocked requests. If our automated checks block a request before an Output is delivered, the held credits are released. Repeated attempts to generate prohibited content may lead to suspension under the Terms of Use and the Acceptable Use Policy.

4.5 Credits returned under this section 4 are returned as credits, not as money.

5. Refunds of credit packs

5.1 No refund once credits are used. A pack cannot be refunded once any credit from that purchase has been used, even a single credit. This includes the use of bonus credits that came with the pack. Because bonus credits are used before paid credits (section 2.5), using any bonus credit from a pack means the pack can no longer be refunded.

5.2 Unused packs: 14-day refund. You may ask for a full refund of a pack if all of the following apply:

• (a) you ask within 14 days of the purchase;
• (b) no credit from that purchase, paid or bonus, has been used or is held for a running generation; and
• (c) the pack has not been refunded before and the payment has not been disputed or charged back.

The refund covers the full price you paid for that pack, and all its credits are removed from your Account.

5.3 No other refunds. Apart from the 14-day refund for unused packs in section 5.2, the automatic credit-back in section 4, pro-rata refunds when we end the Service or your Account without cause (section 7), and refunds required by applicable law, we do not give refunds of credits. In particular, we do not refund credits because they were not used in time, because you changed your mind after using credits, because you were dissatisfied with the creative result, or because a platform rejected an Output.

5.4 Expired credits. Expired credits are never refundable (section 3.5).

5.5 Welcome, bonus and goodwill credits have no cash value and are never refunded in money.

6. How to ask for a refund

6.1 Ask from the credits page of your Account where the option is shown, or by email to support@aylah.ae from the email address of your Account, giving the date and amount of the purchase.

6.2 We aim to process approved refunds within 5 business days. Refunds are paid only to the original payment method, in the currency of the original payment. Your bank or card issuer may take a further 5 to 10 business days to show the refund.

6.3 We do not refund bank, card, foreign-exchange or transfer fees charged by your own bank. Amounts may differ from the original charge because of exchange rate changes outside our control.

7. When we end the Service or your Account

7.1 Termination without cause or discontinuation. If we close your Account without cause, or permanently discontinue the self-serve credit service, we will refund, pro rata, the unused paid credits in your Account that are still within their 90-day validity on the date of closure. The refund is calculated at the price you paid per paid credit in the relevant pack, less the value of any bonus credits from that pack already used. Welcome credits lapse, and bonus and goodwill credits are not refunded.

7.2 Termination for breach. If we close your Account because you breached the Terms of Use, this Policy or the Acceptable Use Policy, or because of fraud or abuse, no refund is due, and all credits are cancelled, except where applicable law requires otherwise.

7.3 Studio and Pilot. If we end an Aylah Studio plan or Aylah Pilot without cause, sections 4A.16 and 4B.6 of the Terms of Use apply.

7.4 Closing your own Account. If you ask us to close your Account, any credits that remain are cancelled when the Account is deleted. If you have a pack that is still eligible under section 5.2, ask for the refund before you ask for deletion.

8. Disputes and chargebacks

8.1 Please contact support@aylah.ae before disputing a charge with your bank. Most problems can be solved quickly, and unjustified disputes increase costs for everyone.

8.2 If a payment is disputed, reversed or charged back, we may immediately remove the credits from that purchase, freeze the credit balance of your Account, and suspend your Account and any Studio plan while the dispute is open.

8.3 To respond to a dispute, we may provide our payment processor and the card networks with evidence such as your acceptance of the Terms of Use and this Policy at checkout, the date, time and network address of your purchase, the credits delivered to your Account, the generations you started and the Outputs delivered and downloaded.

8.4 If a dispute is decided in your favour while credits from the purchase were used, the value of the credits used remains payable to us. If it is decided in our favour, we may restore your Account. We may close Accounts with repeated or abusive disputes.

8.5 Your card statement will show a descriptor identifying Aylah, so that you can recognise our charges.

9. Studio and Pilot summary

For convenience only, the main refund rules for Aylah Studio and Aylah Pilot in the Terms of Use are:

• Aylah Studio: cancellation takes effect at the end of the current billing month, and the current month is not refunded. The first month is refunded only if you cancel within 14 days of your first payment and no deliverable has been started and no strategy call has taken place.
• Aylah Pilot: full refund before work starts; no refund once work has started; full refund if we cannot deliver.

If this summary differs from the Terms of Use, the Terms of Use prevail.

10. Changes

We may change this Policy as described in section 22 of the Terms of Use, with at least 14 days' email notice of material changes. Changes do not reduce refund rights that arose before the change, or the expiry date shown for credits you already hold.

11. Language and contact

This Policy is available in Arabic and English. If there is any conflict, the Arabic version prevails.

Questions about credits, billing and refunds: support@aylah.ae
EUPPORIA IT SOLUTIONS L.L.C, Office No. 13, building owned by Sheikh Ahmed bin Rashid bin Saeed Al Maktoum, Riggat Al Buteen, Dubai, United Arab Emirates