Refund Policy

We are VIRTUONIC LABS LTD, a private limited company registered in England and Wales (company number 17151366). Our registered office is 128 City Road, London, United Kingdom, EC1V 2NX. Cendroa is our website and service at https://cendroa.com.

This Policy explains when we refund money or restore tokens after a purchase on Cendroa. It applies together with our Terms and Conditions. If there is a conflict, the Terms still apply, except that a stronger right given to you by consumer law is not taken away.

We do not sell physical goods. You buy prepaid tokens. Tokens are a licence to generate AI product images, videos and avatars on Cendroa. They are not cash on deposit, electronic money or a stored-value account.

The price shown at checkout is the price you pay. The current rate is €0.10 per token unless we display a different price. Image generation currently costs 5 tokens per successful run. Video generation may use more tokens, as shown in the product before you confirm.

Payment is taken by our payment provider (Secure Processor). Tokens are added only after a payment is confirmed as completed. A declined, failed or pending payment does not create tokens and does not need a refund.

Tokens are digital content. They are credited to your account as soon as payment completes. By completing a purchase you agree that supply starts at once, and that you lose the right to cancel that purchase.

That includes unused tokens. There is no 14-day cash refund for tokens that remain on your balance after a completed payment.

Unused purchased tokens stay on your account until you use them or the account is closed. They have no cash value and are not refundable, except where consumer law requires otherwise.

Tokens are not transferable between accounts. We do not pay out an unused balance if you change your mind, stop using Cendroa, or close your account.

We do not refund tokens spent on a generation that was delivered. That includes results you dislike, results that do not match a campaign brief, results blocked by a third-party ad platform, or results that look similar to other works.

AI output is not guaranteed. You must review every result before you publish or sell it. Buying tokens does not entitle you to a particular commercial outcome.

If a generation clearly fails on our side (for example no file is produced, or the run errors before a result is stored), we restore the tokens used for that attempt. That is a token credit, not a cash refund, unless consumer law requires otherwise.

Delays or failures at third-party AI, storage or payment providers do not by themselves create a cash refund. If the generation did not complete, we still restore the tokens.

New accounts may receive promotional tokens. Promotional tokens have no cash value, are not transferable, and are not refundable. We may change or withdraw a promotion.

Closing an account cancels unused promotional tokens.

Email support@cendroa.com from the Google account address you use to sign in. Please include:

• the date and amount of the payment, if the request is about a charge;
• the transaction reference from your receipt, where you have one;
• what went wrong (for example a failed generation, a duplicate charge, or tokens not credited);
• a short description of the problem.

After a successful payment we email a receipt to your account address. Keep it. It helps us match the purchase. We may ask you to confirm it is you before we act.

Where we approve a cash refund, it goes back to the original payment method through our payment provider. We do not send refunds to a different card, bank account or person.

We aim to confirm a valid request within 5 working days. The time it then takes to show on your statement depends on the card issuer and the payment provider. The refund is in the same currency as the original charge.

If we refund a charge that also added tokens, we deduct those tokens from your balance if they are still unused. If they were already used, we may refuse the cash refund or recover the used amount, except where the charge itself was wrong and consumer law requires a refund.

If you were charged twice for the same completed purchase, or charged for a payment that did not add tokens, tell us at once with the receipt details. We will investigate and refund any amount that should not have been taken, or add any tokens that were paid for and not credited.

Please contact us before you dispute a charge with your bank or card issuer. Many issues can be resolved by restoring tokens or correcting a wrong charge.

A chargeback made without first contacting us may lead to account suspension while we investigate. If a payment is reversed after tokens were used, we may freeze or close the account and refuse further generation until the loss is settled.

You may stop using Cendroa at any time. Unused promotional tokens and unused purchased tokens expire when the account is closed. We do not pay them out as cash, except where consumer law requires otherwise.

If we close an account for breach of our Terms, unused tokens are lost. We may refuse a cash refund where the closure is for fraud, chargeback abuse or serious breach.

Nothing in this Policy limits rights you have under UK consumer law that cannot be excluded. If you are a consumer, we supply the service with reasonable care and skill. A refund or token restore under this Policy does not affect those rights.

We may update this Policy. The “Last updated” date at the top will change. The version published on this page applies to purchases made after that date, unless a stronger legal right already applies to an earlier purchase.

For any questions about this Refund Policy or Cendroa, contact us at support@cendroa.com.