Effective Date: September 2026
1. Overview
This Refund & Credit Policy applies to all digital credit purchases, subscriptions, and compute transactions across the 9WAK network (including 9WAK Music, 9WAK Image, and associated AI microservices).
Because our systems allocate real-time Graphics Processing Unit (GPU) compute resources on Google Cloud Vertex AI at the exact moment an inference request is made, delivered generations incur irreversible cloud infrastructure expenses.
2. Digital AI Credits
9WAK operates on a digital credit ledger managed via Supabase. By purchasing credit bundles, you acknowledge and agree to the following terms:
- Non-Refundable After Consumption: Once credits are consumed to generate sound clips, musical compositions, stingers, pictures, or videos, those credits cannot be refunded, reversed, or exchanged for cash.
- No Monetary Value: AI Credits are not legal currency, store-value accounts, or transferable personal property. They exist solely as an internal metering metric for access to our generation pipeline.
- Expiration & Balance Depletion: Purchased credits do not expire as long as your account remains active. However, dormant accounts closed due to terms violations or prolonged inactivity may have remaining promotional balances purged.
3. Automated Failure Protection
We adhere to a fair billing architecture where your balance is protected from system outages:
Credit Protection Guarantee: If our backend encounters an internal server error (HTTP 500/504), an inference timeout, or a pipeline crash before delivering your file to Google Cloud Storage (GCS), no credits are deducted from your balance.
If a network interruption occurs midway through a synthesis request and credits were deducted prematurely via database RPC without delivering a valid signed media link, our reconciliation system or support team will credit your account back immediately upon verification of the failed transaction ID.
4. Safety Filters & Content Policy Blocks
All prompts and reference inputs pass through Google Vertex AI Responsible AI (RAI) safety classifiers.
- Pre-Generation Blocks: Prompts blocked prior to GPU synthesis will not result in permanent credit loss.
- Post-Generation RAI Filtering: Outputs flagged by automated content filters after machine synthesis has started consume computational resources. Repeated attempts to bypass safety filters with prohibited keywords (e.g., explicit violence, unauthorized celebrity impersonation, or copyrighted lyrics) are not eligible for manual credit replenishment.
5. Subjective & Aesthetic Dissatisfaction
Generative AI is inherently non-deterministic and probabilistic. Outputs will vary based on phrasing, audio duration, instrumentation styles, and seed variations.
Please Note: We do not offer refunds or credit reinstatements if the generated track or image does not match your subjective artistic taste, musical preferences, or personal expectations. We encourage users to test short duration samples (such as 30-second tracks or stingers) before initiating longer generations.
6. Unused Credit Packages & Statutory Rights
If you purchased a prepaid credit package and have not utilized any credits from that pack, you may request a full refund to your original payment method within fourteen (14) days of the transaction timestamp.
Once any portion of the purchased package has been spent on inferences, the entire package becomes non-refundable, subject to local consumer laws in your jurisdiction.
7. Chargebacks & Disputed Payments
Initiating an unauthorized chargeback or payment reversal with your bank without contacting 9WAK support first is considered a violation of our Terms of Service. Accounts associated with fraudulent chargebacks will be permanently suspended, and any pending media files or unused credit balances will be forfeited immediately.
8. Requesting an Investigation
If you believe your balance was deducted in error due to a technical bug, contact support through your main account portal with:
- Your Supabase account email address.
- The timestamp and duration of the requested audio generation.
- The exact prompt submitted and any error messages displayed.