Refund & Cancellation Policy

1. Service Nature

DXGL OÜ provides automated, high-performance rendering services. Due to the significant computing resources consumed immediately upon job submission, we generally do not offer refunds for "change of mind" once a rendering job has entered the processing queue.

2. Refund Eligibility

You are eligible for a full refund or credit if:

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  Technical Failure: The rendering output is corrupted, incomplete, or fails to match the technical specifications of the source file due to a system error on our end.

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  Service Downtime: A scheduled job is delayed by more than 24 hours due to platform outage.

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  Double Charge: You were accidentally billed twice for the same transaction.

3. Non-Refundable Scenarios

Refunds are not granted for:

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  User Error: Incorrect camera angles, textures, or lighting settings in the uploaded 3D source file.

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  Incompatibility: Uploading files in unsupported formats (please refer to our Documentation).

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  Turnaround Time: Minor delays caused by unusually high network congestion, provided the job is completed within 48 hours.

4. Processing Refunds

Payments are processed by Stripe.

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  Requesting a Refund: Email [email protected] with your account email and a description of the issue. We aim to review all refund claims within 24 hours.

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  Processing: Approved refunds are issued back to the original payment method via Stripe. Please allow 5–10 business days for the refund to appear on your statement.