What happens when a generation or purchase goes wrong.

1. What this policy covers

JoyReply subscriptions provide access and monthly allowances. One-off credit packs add a separate usage allowance and do not renew. Purchased credits do not expire and can be bought and used without a subscription. Credits are a service counter inside JoyReply, are not money, and cannot be transferred or exchanged outside the service.

Before generation, the confirmation screen shows the requested output, settings, maximum credit reservation, and available delivery estimate. Image, Video, and Music keep the fixed credit cost confirmed for the request. Voice settles from the delivered length and returns unused reserved credits. A changed prompt, changed setting, or new artistic direction is a new request.

2. When credits are released automatically

Reserved credits are released when a request is cancelled before processing, when JoyReply confirms a technical failure, or when the requested result cannot ultimately be supplied. A service restart does not create a second charge: recoverable queued work resumes from JoyReply's persistent queue with the original reservation.

A normal queue wait is part of the service and is not, by itself, a technical failure or an automatic cash-refund entitlement. Requests normally start first-come, first-served within each compatible queue, and timing varies with traffic and the requested settings. This does not remove your mandatory remedies for unjustified delay, non-supply, or nonconformity, or any applicable withdrawal right. You can cancel an eligible request before processing starts to release the reservation. Contact contact@joyreply.com if progress stops or the delay appears unreasonable; returning credits alone does not replace a cash reimbursement required by law.

A failed email notification does not change the request result. The current state and any completed file remain available in the signed-in account.

3. Creative results and changed preferences

Generated media can vary, and the prompt, source files, selected format, duration, and settings affect the result. A file delivered in the confirmed format is not automatically defective only because the customer later prefers another style, composition, voice, interpretation, prompt, or setting.

Except where mandatory law requires another remedy, JoyReply does not offer a discretionary cash refund for credits already used or for a successfully delivered result merely because the customer changes a creative preference. This rule does not cover a verified technical failure, non-supply, or nonconformity with the description, characteristics, or accepted purpose shown before confirmation.

4. Cash refunds

As a discretionary commercial policy, JoyReply may review an unused and unreserved one-off credit pack for one exact full refund. JoyReply does not offer self-service or discretionary partial pack refunds. A pack is wholly unused only while all purchased credits remain available, none has been spent, and none is reserved for work. A released reservation can become available again; a spent credit cannot. This commercial rule does not limit a proportionate price reduction, termination, reimbursement, or another remedy required by mandatory law; those cases are reviewed individually and reconciled through the original payment and invoicing records.

Cancelling a subscription stops the next renewal and normally preserves access until the end of the paid cycle. Cancellation does not by itself refund the current cycle. A separate refund request is assessed against the payment state, supplied service, applicable contract, and mandatory law.

Approved refunds are returned through the original payment route unless you expressly agree otherwise. When mandatory consumer law requires reimbursement, JoyReply processes it without undue delay and, where the statutory 14-day deadline applies, no later than 14 days after the relevant withdrawal or termination notice. JoyReply does not charge a reimbursement fee. The bank may show the money later. Any required invoice correction or credit note is issued after the refund state is confirmed.

5. Consumer withdrawal and mandatory remedies

An individual consumer generally has 14 days from the conclusion of a distance contract to withdraw without giving a reason. The exact effect of withdrawal can depend on whether immediate supply was expressly requested, how much service was already supplied, and whether the legal conditions for any loss of the withdrawal right were met.

Nothing in this policy removes a mandatory remedy for unjustified delay, non-supply, technical failure, or nonconformity. Depending on the facts and applicable law, a consumer may be entitled to supply or conformity, a proportionate price reduction, termination, or reimbursement.

6. How to report a problem

Use the signed-in account to keep the affected workspace, purchase, and request together. If that is unavailable, email contact@joyreply.com from the account email and identify the purchase or generation without sending card details, passwords, access tokens, or other secrets.

We may ask for the request identifier, the selected settings, and a description of the observed failure. These details help distinguish a technical failure from a new creative preference.