If your credits did not appear
Credits are added once Stripe confirms the payment, usually within moments. If your payment went through but the credits have not appeared, write to support@narrative-lab.app. Include the email address you used at checkout, the date and the pack. We will check the payment and follow up with you.
Asking for a refund
Write to support@narrative-lab.app with the same details and the reason for your request. Each request is reviewed individually. A refund is made through Stripe to the original payment method. It can take several business days to appear, depending on your bank.
Books that fail
If a book’s generation fails without the book being published, its credits are normally returned to your balance automatically (see the Terms). This returns credits, not money.
Other purchase problems
For any other problem with a purchase, write to support@narrative-lab.app. That includes being charged twice, an amount you did not expect, or a checkout that went wrong.
This policy does not limit any rights you have under applicable consumer law.