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All payments made to Monorail AI Ltd are generally final and non-refundable. This policy explains the limited circumstances under which refunds may be granted and how to report billing issues. Last updated: 22nd April 2026 (V4.0.0).
Credits are non-refundable and non-transferable once consumed. Subscriptions do not issue prorated refunds for unused time.
All payments made to Monorail AI Ltd for access to the Platform or Services are final and non-refundable unless otherwise expressly stated in this Policy or required by applicable law. By subscribing to a paid plan or purchasing credits, you acknowledge and agree to this general policy.
The Services are digital in nature and are made available to you immediately upon payment. In accordance with applicable consumer protection law, including the UK Consumer Contracts Regulations 2013 and EU Directive 2011/83/EU, you acknowledge that by accessing the Services immediately after purchase you waive any applicable cooling-off or cancellation right that would otherwise apply to distance contracts for digital content.
Credits are deducted from your balance as you generate content through the Platform. All usage-based charges are final from the moment credits are consumed. Credits are:
  • Non-refundable once consumed, regardless of the quality or suitability of the Output
  • Non-transferable between accounts
  • Not redeemable for cash or any other form of value
  • Not carried over to a subsequent billing period
If you encounter a technical failure that prevents you from receiving an Output after credits have been deducted, see Section 7 (Exceptional Refunds).
Paid subscriptions (Pro, Pro+, Ultra) renew automatically at the end of each billing period. To avoid being charged for the next period, you must cancel or downgrade your subscription before the renewal date.
  • Cancellation — cancelling your subscription downgrades your account to Freemium at the end of the current billing period. You retain access to your paid plan until that date. No refund is issued for the remaining unused time.
  • Downgrades — downgrades take effect at the end of the current billing period. You will not receive a prorated refund for the difference in plan cost.
  • Upgrades — upgrades take effect immediately and are charged at the new plan rate from the date of upgrade.
You are responsible for all charges incurred under your account, including charges resulting from:
  • Authorised or unauthorised use of your account credentials
  • Automatic subscription renewal
  • Usage by any person to whom you have provided access to your account
Monorail AI recommends that you monitor your credit balance and subscription status regularly. If you believe your account has been accessed without authorisation, contact support@mnrl.app immediately.
If you believe you have been charged in error, you must contact support@mnrl.app within 14 days of the charge appearing on your statement. Disputes raised after this window may not be eligible for review.When reporting a billing error, include:
  • Your account email address
  • The transaction reference number
  • The date of the charge
  • A clear description of why you believe the charge is incorrect
Monorail AI will investigate and respond within a reasonable timeframe. If a billing error is confirmed, a credit or refund will be issued at Monorail AI’s discretion.
Monorail AI may, at its sole discretion, consider issuing a refund or credit in the following exceptional circumstances:
  • Verified technical failure — where a documented platform error caused credits to be deducted without an Output being delivered, and the error is confirmed by Monorail AI’s technical team
  • Duplicate charge — where you have been charged more than once for the same transaction due to a payment processing error
Refunds are not issued for:
  • Dissatisfaction with the quality or style of Outputs
  • Outputs that are factually incorrect or not as expected
  • Failure to cancel a subscription before the renewal date
  • Violation of the Terms of Service leading to account suspension
To request an exceptional refund, contact support@mnrl.app with full details of the issue.
When you generate content through the Platform, costs are immediately incurred with Third-Party Providers (including OpenAI, Anthropic, ElevenLabs, and others) on your behalf. These costs are incurred at the moment of generation and are unrecoverable by Monorail AI. This is a primary reason why usage-based charges and credits cannot be refunded.
Monorail AI reserves the right to refuse refund requests that it reasonably believes are abusive, fraudulent, or made in bad faith. This includes patterns of excessive refund requests, attempting to obtain credits or services without genuine intent to pay, or misrepresenting the circumstances of a request.Users found to be abusing the refund process may have their accounts suspended or permanently terminated.
Initiating a chargeback or payment dispute with your bank or card provider without first contacting Monorail AI support may result in immediate suspension of your account.
If a chargeback is initiated, Monorail AI reserves the right to recover any costs associated with contesting the chargeback, including processing fees, and to suspend or terminate your account pending resolution. We strongly encourage you to contact support@mnrl.app before raising a dispute with your payment provider.
Payment for a subscription or credit purchase constitutes payment for access to the Platform and Services, not for a specific quantity or quality of Output. Non-use of the Services, failure to generate content, or dissatisfaction with Outputs does not entitle you to a refund for the period of access provided.
Nothing in this Refund Policy is intended to limit or exclude any rights you may have under mandatory consumer protection law in your jurisdiction. Where applicable law requires that a refund or remedy be provided, Monorail AI will comply with that requirement.If you are unsure of your statutory rights, you should seek independent legal advice or contact your local consumer protection authority.
For billing questions, refund requests, or to report a billing error, contact:Monorail AI Ltd Email: support@mnrl.appPlease include your account email, transaction reference, and a detailed description of your issue. Monorail AI aims to respond to all billing enquiries promptly.