Refund Policy

Everything below is those four rules, said precisely.

Stripe is our merchant of record. Stripe is the seller named on your receipt, not only a payment processor. Stripe takes the payment, handles sales tax and VAT, and issues every refund — we approve it, Stripe moves the money.

So Stripe’s own buyer terms apply to your purchase alongside this page. Where Stripe grants you a right, you have it even if this page is silent. Where this page offers you more than Stripe requires, we honour this page.

Stripe emails you a receipt for every charge, and your account settings open Stripe’s own portal, where you can manage or cancel your subscription and contact Stripe directly. You can always come to us instead.

How billing works. Plans are charged in advance for a period — a month, or a year where annual billing is offered. Each period is charged at its start.

Cancelling. You can cancel at any time from your account settings, which open Stripe’s own portal. Cancellation takes effect at the end of the period you have already paid for: you keep everything until then, and you are not charged again. Cancelling is not a refund and does not trigger one.

The 14-day rule. If you were charged in the last 14 days and nothing has been generated for you in the period that charge paid for — no Arrival, no episode, no Chronicle, no sitting — write to us and we refund that charge in full. You do not have to tell us why.

If something was generated in that period, that period is not refundable: the work was done and paid for on our side. Cancel and you will not be charged again.

Annual plans. The same 14-day rule applies to an annual charge. After 14 days we do not refund the unused months; you keep access for the full year you paid for.

Trials. A free trial becomes a paid subscription unless you cancel before it ends. If it converted and you did not intend it to, the 14-day rule above covers you — write to us.

Upgrades and downgrades. A plan change applies as described in the Terms of Service. We do not refund the difference for a period already under way.

What a credit is. Stardust packs are one-time purchases. A credit becomes a real cost to us the moment you spend it: it buys the generation of an episode, an Arrival or a sitting, and what it produces is delivered to you and stays yours.

A spent credit is not refundable. We cannot take back what was made, and we have already paid to make it.

An unspent credit is refundable. Within 14 days of buying a pack we refund the credits you have not spent, at the price you paid for them. If you spent part of a pack, we refund the unspent balance.

A failed render costs you nothing. If a generation fails, or you cancel it before it runs, the credit returns to your balance automatically. You do not have to ask, and there is nothing to refund because nothing was consumed.

Credits have no cash value outside XLEVATED and cannot be transferred, resold, or exchanged for money.

These are not limited to the 14-day window. Tell us whenever you notice one:

• a duplicate charge;
• a charge taken after you cancelled;
• a charge for a plan you never got access to;
• anything we charged you for and did not deliver — an episode that never arrived, a reading that failed, or a period the service was unavailable to you.

The last one is not a favour. We would far rather return your money than have you pay for something that did not work.

Nothing on this page limits a right you have under the consumer law where you live. Where the law gives you more than this policy does, the law applies.

EU, EEA, United Kingdom and Switzerland. Consumers normally have 14 days to withdraw from a contract for digital services. That right ends once the service begins, if you agreed at checkout that it should begin immediately — and XLEVATED begins working for you as soon as you buy it.

That agreement is recorded in the terms you accept at checkout as part of buying from Stripe. Where a withdrawal right still applies, Stripe handles it as the seller of record. Our own 14-day rule above sits on top of it and is usually broader.

Other countries set their own periods, and the law where you live may give you longer than this page does. If you are not sure which applies to you, write to us and we will find out rather than making you argue for it.

If a charge looks wrong, write to us. We answer every refund request, and we do not argue about the 14-day rule.

A chargeback filed with your bank instead takes weeks to resolve and costs more than the charge did. While a dispute is open we may suspend the account it relates to, because the payment behind it is being reversed.

If you have already filed one, tell us anyway. We will work with Stripe to close it out.

Email support@nobukaizen.com from the address on the account, or use the contact form. Both reach a person.

Please include the email address on the account and the date and amount of the charge — both are on the receipt Stripe sent you. You may tell us what went wrong, but you do not have to.

Approved refunds go back to the original payment method. Stripe issues them as the seller of record once we approve them; your bank usually posts them within five to ten business days after that.

We may decline a refund where an account has repeatedly bought and refunded the same thing, where a request is made long after the charge and none of the reasons above applies, or where access was ended for cause under section 5 of the Terms of Service. If we decline, we will tell you why.

We may update this page. The version posted at the time of a charge is the one that applies to that charge. Material changes are announced the same way as changes to the Terms of Service.

Refunds & billing: support@nobukaizen.com
Nobu Kaizen · Dallas, Texas, USA