Payments, Credits, Cancellations, and Refunds

Metaprom AI currently sells prepaid packages of commercials and advertising images. They are not subscriptions and do not create recurring charges. Before you pay, you will see the applicable product, quantity, total price, and currency; for the Mexico launch, prices are shown in Mexican pesos (MXN).

For card payments, balance is credited when the processor confirms the payment and Metaprom AI records that confirmation. A return screen or redirect, by itself, does not replace canonical confirmation.

With OXXO, generating a voucher, reference, or payment instruction only starts the process. It does not mean the money has been received. Payment may remain pending while OXXO and Stripe process it, and credits are added only after canonical confirmation. An expired, cancelled, or unpaid reference does not add balance.

You can check your balance in My Credits. Purchased packages do not expire and remain available until you use them.

One advertising-image unit is used the first time a new finished piece is saved. One commercial unit is used to produce a new finished commercial under the applicable flow. Reasonable adjustments to the same project should not use another unit; a change of product, service, campaign, or creative concept may be treated as a new project.

If a payment fails, expires, or is cancelled, no balance is credited. If it appears pending, wait for confirmation before trying again. If you believe you paid twice or a charge is incorrect, use the Support form with your account email and any available reference. We will review the provider record and credit history to correct genuine duplicates.

A Premium Commercial is not the sale of an AI generation. You are purchasing a finished advertising commercial within the scope of the service you purchased. AI is only one part of Metaprom AI's production process.

A failed AI generation, by itself, is not delivery.

If a generation does not work, Metaprom AI continues production and correction within that scope until we deliver a Premium Commercial you are satisfied with.

If Metaprom AI cannot deliver a satisfactory Premium Commercial within the purchased scope, the corresponding payment will be refunded to the original payment method.

This guarantee does not cover cancellation by you, abandoning the project, changing the requested product or scope, or changing your mind after a satisfactory delivery. It also does not include unlimited concepts, unlimited scope changes, or unlimited revisions unrelated to correcting or finishing the purchased product.

You can request help or cancellation through the Support form. We will review in good faith requests about duplicate charges, incorrectly credited payments, service failures other than the Premium Commercial guarantee above, and other reasonable circumstances.

When those other cases warrant it, we may correct the result, restore a unit, or issue a refund to the original payment method. We will consider whether the package or unit was already used, the nature of the issue, and the available evidence. We will not refuse rights or refunds that are mandatory under applicable consumer-protection law.

How long a refund takes to appear depends on the processor and the payment institution. We will tell you the resolution and, when there is one, the refund reference.

We may pause credits or access when there are reasonable signs of fraud, unauthorized use, manipulation, intentional duplication, abusive chargebacks, or illegal activity. This does not stop you from reporting a genuinely unrecognized charge or limit your rights as a consumer. Our aim is to clarify the case and prevent incorrect charges or consumption.

Use the Support form with your account email, approximate date, amount, payment method, and any visible reference. Do not send full card numbers, passwords, or security codes. We will look for a clear, direct, and reasonable resolution.