Cancellation and Refund Policy
This policy explains how Memberships and Gem packs purchased on Yoyes (yoyes.ai) may be cancelled or refunded. Capitalised terms used here have the meaning given in our Terms of Service.
1. Purchases are one-time payments
Both Memberships and Gem packs are one-time payments. There is no recurring subscription and no automatic renewal. Once purchased:
- A Membership grants tier access for the fixed duration shown at checkout. It cannot be paused or rolled forward — when the duration expires, tier-gated features become unavailable.
- A Gem pack credits the corresponding number of Gems to your wallet immediately. Gems do not have a fixed expiry, but see "12-month inactivity" below.
2. General refund rule
Because AI generation incurs real GPU costs at the moment of submission, all Membership and Gem pack sales are generally final once AI generation has started. Try our free entry-level features first before purchasing.
3. 7-day goodwill refund (unused orders)
As a goodwill exception, you may request a full refund of a Membership or Gem pack purchase if all of the following are true:
- The request is submitted within 7 days of the original purchase date.
- No Gems granted by that order have been spent yet (i.e., the order is "untouched"). The system verifies this against your Gem ledger when processing your request.
- The order has not previously been refunded or disputed.
When a goodwill refund is granted:
- The original payment is returned in full to the same payment method, via the original payment processor (e.g., Stripe). This may take several business days to appear on your statement.
- The Gems granted by the order are clawed back from your wallet, and the corresponding Membership (if any) is immediately ended.
To request a goodwill refund, email support@yoyes.ai from the email address associated with your account and include the order ID.
4. Chargebacks and payment-processor disputes
Initiating a chargeback or dispute through your bank or card issuer outside of the goodwill window described in §3 is treated as a forced refund. When a forced refund completes:
- The Gems granted by the disputed order are immediately clawed back from your wallet (your balance may go negative).
- Any active Membership tied to the disputed order is ended immediately.
- Your account is automatically added to a purchase blacklist and may also be subject to account-level suspension. See §19 of our Terms of Service.
If you believe a charge was made in error, please contact support@yoyes.ai before filing a chargeback so we can investigate and process a legitimate refund without triggering the consequences above.
5. Defective or failed generations
When a generation fails for a reason on our side (e.g., GPU error, queue timeout, automated content-safety block triggered in error), the Gems reserved for that job are automatically returned to your wallet. You do not need to contact support for these cases. If a generation succeeds but you are not satisfied with the visual result, see the Retry / Regenerate Policy in §18 of our Terms of Service.
6. 12-month inactivity
If your account shows no qualifying activity (login, generation, or purchase) for 12 consecutive months, any remaining Gem balance may be cleared via an automated maintenance process. We do not refund Gems cleared under this policy, as Gems have no cash value (see §17 of our Terms of Service).
7. Service discontinuation
If we decide to discontinue the Service, we will provide at least 30 days' notice. During the notice period you may continue to spend any existing Gems and use any active Membership. After the final discontinuation date, unused Gems and the remainder of any active Memberships are forfeited without refund.