Refund Policy
Last updated: 2026-07-11
This policy covers refunds of Credits on AgentHook (the "Service"). It applies to both individual runs and Credit purchases.
Failed generations are refunded automatically
If a generation fails, the Credits it charged are returned to your balance automatically and immediately. There is no support ticket, no review queue, and no partial refund: the moment a run is marked failed, a compensating entry lands in your ledger. You can verify every refund yourself on the credits page, where each one appears as a refund row linked to the failed run. These refunds are always returned as Credits to your balance, never as cash.
This also covers runs that get stuck. Any run that has not finished within 45 minutes is automatically failed and refunded.
What counts as failed
- The provider returned an error or produced no output.
- The run exceeded our processing time limit.
- Our infrastructure failed while processing the run.
What is not refunded
- Completed generations you are unhappy with aesthetically. Generative models are probabilistic, and a completed run consumes real provider capacity.
- Runs rejected by provider content moderation are refunded, but repeated rejections can lead to account suspension.
Credit purchases
Credit purchases are live, and packs are sold on the credits page. Unused purchased Credits are refundable to your original payment method within 14 days of the purchase, minus any Credits already spent. To request a purchase refund, email aviv@avivkaplan.com from the address on your account.
Billing questions and wrong charges
If you think a charge is wrong, email aviv@avivkaplan.com within 7 days of the charge with the account email and the order or transaction ID. We will investigate and correct any charge we made in error.
Closing your account
Credits are non-transferable and have no cash value on their own. If you close your account, any remaining Credits are forfeited, including both trial and purchased Credits, and are not paid out as cash. A purchase you still want refunded must be requested within the 14-day window above, before you close the account.