Refunds, cancellation and delivery

Torbilo sells credits, which are used to make photos in Torbilo, in two ways:

• One-time packs (Starter and Seller, and credit top-ups for brands on a plan). A pack is paid once and never renews.
• Monthly plans for brands (Pro, Business and Brand). A plan renews every month until its Owner cancels it (see Monthly plans in the terms).

Creating your own model uses credits like any other photo work, and a round is not refundable once your faces or sheet are ready. The Business plan includes one free round each month.

• Everything we sell is digital. Nothing is shipped.
• Credits are added to your account as soon as your payment is confirmed, usually within a minute. You can see them on the Credits page.
• A monthly plan starts as soon as its first payment is confirmed. Each month’s credits are added when that month’s payment goes through.
• If your credits have not arrived within an hour of paying, email us with the email address of your account and we will fix it.

• If an image fails to create, its credits are returned to your account automatically.

Because credits are delivered instantly and can be used straight away, packs and credit top-ups are not refunded once bought. We will always refund you in full if:

• you were charged but the credits never reached your account and we cannot add them,
• you were charged twice or by mistake for the same purchase, or
• the law where you live requires a refund.

• You can cancel at any time on the brand’s Plan and billing page. The plan keeps working until the end of the month you already paid for, and you are not charged again. The rest of that month is not refunded.
• Plan payments are not refunded, except in the same cases as packs: a payment that never gave you the plan, a payment taken twice or by mistake, or where the law where you live requires a refund.
• Monthly credits are never refunded or exchanged for money. Like all credits, they never expire while your account is open.
• Moving to a smaller plan or removing seats takes effect at the next billing date. The current month is not refunded.
• Moving to a bigger plan or adding seats charges the difference for the rest of the current month straight away.
• If a plan payment is refunded, we take back the credits it brought that are still unused (for a part refund, the same share). If a month’s payment is refunded in full, that month’s plan ends, with any own-model round it included and has not used. Credits already used stay used.
• On the Brand plan, charges on your own OpenAI account are between you and OpenAI. We can’t refund them.

• Please write to us first: most problems are quicker to fix that way. Disputes and chargebacks are handled by Dodo Payments, our seller of record.
• While a dispute over a payment is open, the credits it brought are held and can’t be used. If the bank decides in your favour, they are taken back, and a monthly plan paid by that payment ends. If the bank decides in ours, or the dispute is withdrawn, they come back.

• Free welcome and invite credits cannot be refunded or exchanged for money.
• We may decline refunds where the service has been misused.
• Nothing in this policy limits any right to a refund you have under consumer law.

Email hello@torbilo.com from the email address of your account, with the date of the purchase or the order number from your receipt. We reply within 2 working days. Approved refunds are paid by our payment partner, Dodo Payments, to the card, UPI account or other method you paid with, usually within 5 to 10 working days depending on your bank.

Credits bought in the Torbilo app on iPhone or Android are sold by Apple or Google. Refunds for those are requested from Apple or Google under their policies.