# Refunds & Failed Tasks

Refund policy, automatic handling of failed generations, and billing disputes

Source: https://atlascloud.ai/docs/en/billing/refunds

import { Callout } from 'fumadocs-ui/components/callout';

## Top-ups are final

All purchases are final, non-refundable, and non-transferable. Please review the platform and pricing before purchasing — you can start with the minimum top-up to evaluate the service. See the [Acceptable Use Policy](/acceptable-use) for the full financial terms.

## Failed tasks are not charged

You only pay for successful results — failed requests are handled automatically, with no action needed on your side:

- **LLM requests** that fail with a provider error are never billed.
- **Image, video, and audio tasks**: the amount reserved at submission is automatically released back to your balance when a task ends in a failed state (including timeouts).
- **Token-billed video models** (e.g. Seedance 2.x) are only charged when a task completes successfully; the temporary hold placed at submission is released automatically.

The released amount appears back in your available balance as soon as the task reaches its final state — for async tasks this is typically within moments of the failure being detected.

<Callout type="info" title="Think you were charged for a failure?">
If a charge appears for a request you believe failed, contact [support@atlascloud.ai](mailto:support@atlascloud.ai) with the request ID (or prediction ID) and the approximate time of the request.
</Callout>

## Account closure

Remaining balance is forfeited when an account is deleted and cannot be refunded. See the [Data Deletion Policy](/data-deletion) before requesting deletion.

## Billing disputes

For any billing question or discrepancy, contact [support@atlascloud.ai](mailto:support@atlascloud.ai) and include:

- Your account email
- The request ID / prediction ID involved
- The approximate time of the charge

You can review every charge in the console billing history or via the [Billing Public API](/public-api).