Refund Policy
The short version. REM Nebula is free. If you buy a credit pack and change your mind, ask within 14 days and we'll refund the credits you haven't used. Credits for creations that fail are returned automatically.
1. What you can buy
The REM Nebula game is free to download and play. The only things for sale are optional credit packs (300, 700 or 1,500 credits) used for AI creations beyond the free daily allowance. Purchases are processed by Paddle.com, our reseller and Merchant of Record, so refunds are issued by Paddle to your original payment method.
2. 14-day refunds
- Unused pack: if you haven't used any credits from a pack, you can get a full refund within 14 days of buying it.
- Partly used pack: within 14 days, we'll refund the unused part, in proportion to the credits left from that pack (for example, 200 of 300 credits left = two thirds of the price).
- After 14 days, purchases are final, except where the law requires a refund or where a problem on our side stopped you from using your credits and we couldn't fix it.
When a purchase is refunded, the refunded credits are removed from your REM Nebula account.
3. Failed creations
If an AI creation fails on our side, the credits it cost are returned to your balance automatically - you don't need to ask.
4. How to ask for a refund
Either:
- find your purchase at paddle.net (using the email address you gave at checkout) and request a refund there; or
- email support@remnebula.com with your Paddle order number (it's in your receipt email) and the reason.
We aim to answer within 2 business days. Once a refund is approved, Paddle returns the money to your original payment method; it usually appears within 5-10 business days, depending on your bank.
5. Your legal rights
This policy doesn't take away any rights you have under consumer law where you live. If you're in the EU or UK, you have a 14-day right to withdraw from a purchase of digital content; when you start using purchased credits in that period, you agree that performance has begun, and we'll still refund the unused part as described above.
6. Chargebacks
Please contact us before disputing a charge with your bank - we're happy to help, and a refund is usually faster. If a payment is charged back, the credits from it are removed, and repeated chargebacks may lead to the account being suspended.
7. Contact
J A Reaver LLC, Missouri, United States - support@remnebula.com