Refund & Returns Policy

Effective: 11 October 2026 · Applies to all Triavatech Studio accounts

Everything we sell is digital: prepaid credits that you spend on AI image and video generation. There is no physical product to return and nothing is shipped.

Our rule is simple: if a render does not deliver, it does not cost you anything.

Automatic refunds
Cash refunds
What we cannot refund
How to request
Your statutory rights

1. Automatic credit refunds for failed renders

If a generation does not produce a usable result, the credits are returned to your balance automatically — you do not need to ask, and you do not need to email us. This happens the moment the job reaches a final unsuccessful state.

Status you see	What it means	What happens to your credits
Ready	The render completed successfully.	Credits are spent (the service was delivered).
Failed	The provider could not complete the render.	Refunded in full, automatically.
Blocked	The provider refused the prompt or the reference media under its content policy — for example, copyrighted characters, brand logos, or other protected material.	Refunded in full, automatically.
Canceled	You stopped the render, or the provider cancelled it.	Refunded in full, automatically.
Queued / Rendering	Still in progress.	Nothing charged yet. You can cancel from your Library.

Refunded credits are full credits — they can be spent again on any engine, and they do not expire. You can confirm the refund yourself: open Library, where every unsuccessful render shows the reason it failed and the words “Credits refunded”.

Why a render gets blocked

The most common cause is reference media containing a brand, logo, or copyrighted character — for example a car with a visible manufacturer badge, or a film character. The upstream model providers refuse these, and we cannot override that decision. Using original or licensed material avoids it. If a render was blocked, your credits are already back.

2. Cash refunds for unused credits

You can ask for a refund of credits you have not spent, in cash, back to your original payment method:

Within 7 days of the purchase; and
Only where none of the credits from that purchase have been used. Once credits have been spent on a successful render, that portion of the service has been delivered and is no longer refundable in cash.

Where a top-up included any bonus or promotional credits, only the amount actually paid is refundable.

3. What we cannot refund

Credits already spent on a successful render. The output was generated and delivered to you; the cost of that work is not recoverable.
Results you simply dislike. AI generation is inherently unpredictable. Refine the prompt and run it again — unsuccessful runs are already refunded to you free of charge.
Requests outside the 7-day window or where credits from the purchase have already been used.

Nothing in this policy limits your rights under Malaysian consumer law, including your rights in respect of services that are not delivered as described.

4. How to request a cash refund

Email admin@triavatech.studio.
Include your account email and the payment reference (it looks like TOPUP-… or ORDER-…, and appears on your Account page).
Tell us briefly why you are asking.

Step	Timing
We acknowledge your request	Within 3 working days
We approve or explain a refusal	Within 7 working days
The refund reaches your original payment method	Usually 5–14 working days after approval (your bank or e-wallet determines the final timing)

Refund method. Refunds are returned through SyokBill, the same gateway you paid with, to the original payment method. We cannot send a refund to a different bank account, card, or person. Refunds are issued in Malaysian Ringgit (MYR) for the amount originally paid; any currency conversion or transfer fees charged by your bank are outside our control and are not refundable by us.

5. Duplicate or unauthorised charges

If you were charged twice for the same purchase, or you do not recognise a charge on your statement, contact us immediately with the reference. Verified duplicate charges are refunded in full. Verified unauthorised transactions are refunded and the affected account is secured. Please also report unrecognised charges to your bank or e-wallet provider.

6. Your statutory rights

This policy is offered in addition to, and does not replace or reduce, any rights you have under the Malaysian Consumer Protection Act 1999 and other applicable Malaysian law. If this policy conflicts with your statutory rights, your statutory rights prevail.

If we cannot resolve a complaint to your satisfaction, you may refer the matter to the relevant Malaysian consumer authority. Nothing here prevents you from doing so.

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