Refund Policy

The short version

If SimpliGen will not run properly on your computer, email hello@simpligen.io within 14 days of purchase, from or quoting the address you used at checkout. Tell us what happened and what hardware you are on. We will try to get it working, and refund you if we cannot. You do not need to open a payment dispute.

That is what the refund window is for: hardware or system incompatibility we could not warn you about in advance. It is not a change of mind window, and it does not cover deciding you do not like the results.

Your statutory right of withdrawal, and the waiver

As a consumer in the EU you normally have 14 days to withdraw from a distance purchase without giving a reason. For digital content delivered immediately there is an exception: that right ends once download begins, provided you asked for immediate delivery and acknowledged that you were giving up the withdrawal right. At checkout you are asked to confirm exactly that, because the licence key and download are issued instantly.

We do not hide behind that. The 14 day refund window described above is offered voluntarily and goes beyond what we are strictly required to give once download has started. Your statutory rights where they do still apply are not affected.

Desktop licence

• 14 days from purchase, where SimpliGen will not run properly on your computer.
• Beyond 14 days we will still look at genuine cases, particularly hardware incompatibility that only surfaced later. Ask.
• We do not refund because you changed your mind, or because the output was not what you hoped for.
• Refunds are issued to the original payment method. The licence is deactivated at the same time.
• We do not refund a licence that has been shared publicly or used to enable unauthorised copies.

Cloud credits

Failed generations are refunded automatically. If a cloud generation fails on our side, times out, or returns no usable output, the credits are returned to your balance without you asking. If you spot one that was not returned, tell us and we will fix it.

A generation that completes successfully but that you simply do not like is not refunded. The compute was really spent, and output quality is inherently variable.

Unspent credits are not refundable. Credit packs are consumable and are bought at the point you top up, so once a pack is purchased the credits stay on your balance until you use them. They do not expire.

Marketplace purchases

Recipes and presets bought from other creators are not covered by the refund window above. They are one time purchases of another creator's work, and the tokens go to them.

If something you bought is genuinely broken rather than simply not to your taste, tell us and we will look at it. A listing that stops working is taken out of sale automatically, and we would rather sort out a real fault than leave you with something that does not run.

How to ask

Email hello@simpligen.io from, or quoting, the address you used at checkout. Include the order number if you have it. One message is enough. We aim to answer within two business days and process approved refunds immediately, though your bank may take a few days to show it.

Please contact us before disputing a charge

Charges appear on your statement as GUMROAD.COM for licences and SIMPLIGEN.IO for cloud credits. If you do not recognise a charge, or you think something has gone wrong with a purchase, email us first. It is faster than a bank dispute, and anything that is genuinely our fault we will put right.

Opening a chargeback without contacting us leads to the licence being deactivated automatically while the dispute runs, which usually is not what anyone wanted.