Credit and refunds

Jinova runs on prepaid credit. This page is part of our Terms of Service and explains how credit works and what happens when you want money back.

Two kinds of credit

All credit, prices and balances are in US dollars. Your card may be billed in another currency at your bank’s rate.

Credit you buy. You pay us, and it goes into your balance.

Credit we give you. Promotional or goodwill credit we add ourselves. It works the same way when you spend it, but it has no cash value and cannot be refunded.

When you run a job, we spend promotional credit first, so credit you paid for stays in your balance for as long as possible.

What a job costs

Before a job runs, we show you the amount you must approve. Depending on the workload, that amount may be a fixed price or a maximum charge. Nothing runs until you approve it, and you are never charged more than the amount you approved for that job.

A minimum charge applies to each job. In a batch, each item is a separate job, so the minimum applies to each item.

If we hold more than the final charge for a job, the unused amount becomes available in your balance again.

If a job fails, you are not charged and the entire held amount is released.

Occasionally we cannot initially determine whether a job started. Some credit may remain held while we investigate — usually by checking with the provider that runs the job. Once we establish the outcome, the appropriate amount is charged or released. Held credit is not spendable while that is open, which is why we resolve it rather than leave it.

Does credit expire?

Credit you have paid for does not routinely expire. Going a long time without using Jinova does not cost you your balance.

Unused credit you paid for may be refundable to your original payment method, subject to matters such as chargebacks, suspected fraud, legal restrictions, and amounts already spent or currently held for a run.

Getting money back

Unused credit you paid for can be refunded on request, where that is appropriate. Contact us using the Billing or credit option on our support page and tell us what you would like refunded.

• Refunds go back to the card or payment method you paid with. We cannot send them anywhere else.
• We refund credit you paid for and have not spent. Credit we gave you, and credit already spent on jobs that ran, are not refundable.
• There is no refund button in the console. A refund is a conversation, and we would rather have it than have you guess.

If your account is closed

If we end your access to Jinova, credit you have paid for and not spent is normally refundable to your original payment method where that is reasonably possible — including where we ended your access because of a breach. We may deduct or set off amounts you lawfully owe us. Promotional credit has no cash value and is not refundable in any circumstance.

If you are a consumer

Nothing on this page affects your legal rights as a consumer.

You normally have 14 days to change your mind about credit you have bought. Tell us within that time and we will refund credit you have not spent, to the payment method you used.

When you confirm a job you are asking us to start it immediately rather than waiting. A job that has already finished cannot be cancelled afterwards simply because you changed your mind, because the work has been done. That applies only to jobs that actually ran. Unused credit you paid for remains refundable, and this does not affect your rights if a job was faulty or not as described.

To exercise any of this, use the Billing or credit option on our support page. You do not have to give a reason, and you do not have to be a business.

Something wrong with a charge?

Your balance page shows every transaction. If one looks wrong, contact us with the job reference — we keep enough of a record to explain any charge, even after the files are deleted. We keep billing and accounting records generally for six years after the end of the company financial year to which the records relate, and longer where we are required to do so by law.