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Legal

When CubicBuilds gives your money or your credits back: the 24-hour delivery guarantee for commissions, failed generations, plans and credit packs, and the right of withdrawal.

Last updated: October 11, 2026

Draft: the operator's legal details are still to be published. Until then this text is provisional and may change.

The general rule

Except where applicable consumer law requires otherwise, or where this policy says so, purchases on CubicBuilds are final and are not refunded. This applies to plans, credit packs and commissions.

Payments are processed by PayNow, our merchant of record, so refunds are issued through PayNow to the payment method you used. Credits are not money: they are never paid out in cash, and a refund in money only returns what you paid.

You do get something back in these cases:

  • A commission that misses our 24-hour delivery guarantee, or that we do not deliver.
  • A generation that fails because of us: its credits are returned.
  • A charge made by mistake or twice.
  • The right of withdrawal and the other rights that the law of your country gives you.

The 24-hour delivery guarantee

If 24 hours after we accept your commission you have received neither your build nor substantial progress from us, we refund everything you paid for it.

What it covers

The guarantee covers commissions: builds that our team prepares for you from your brief (see the Terms). It does not cover the builds you generate yourself with credits, which have their own rule below, nor plans or credit packs.

When the 24 hours start

The clock starts at acceptance, the moment both of these are true:

  • PayNow has confirmed your payment. A payment that is pending, under review or held for a fraud check is not confirmed yet.
  • We have told you in writing that your brief is complete and that we need nothing more from you. That message carries the date and time from which the 24 hours count.

We answer a paid brief as soon as we can, normally within one business day: we accept it, we decline it or we tell you what is missing. Until we accept, either of us can walk away: if you cancel, or if we decline the commission, we refund in full anything you already paid.

What counts as delivered

The commission is delivered when we make the first complete version of the build available to you, in your CubicBuilds project or as a file or link, in the agreed format. It counts from the moment we make it available, even if you open it later. If a commission includes several builds, it is delivered when all of them are available, unless we agreed otherwise in writing.

The guarantee is about time. Adjustments and revisions you ask for after delivery are not part of the 24 hours. If what we deliver does not match the accepted brief, tell us and we correct it at no extra cost.

When the full refund is guaranteed

You are entitled to a full refund of what you paid for the commission, just by asking, in any of these cases:

  • 24 hours after acceptance we have not delivered the build and have not shown you substantial progress together with a new delivery time. Substantial progress means previews in which the main structure of the build you asked for can already be seen, or the delivery of part of it.
  • We showed you substantial progress and gave you a new delivery time, and we missed that one too. The new time can never be more than 12 hours after the first 24.
  • We delivered within those 12 extra hours, and the delay was ours alone.
  • We end up not delivering the commission at all, whatever the reason.

We do not make you prove anything beyond the dates.

When we deliver late and the delay was not only ours

If we deliver within the 12 extra hours and part of the delay came from something outside our control or from the brief itself (for example information that turned out to be unclear, or a provider that was working slowly without being down), and we told you so in writing before the 24 hours ended, we decide in good faith whether the refund is full or partial. It is never less than 50% of what you paid, and we explain the decision to you in writing.

Time that does not count

While a tool the work depends on is out of service, the time does not count: the clock stops for as long as the problem lasts and resumes when it ends.

The clock stops in these situations, and only in these:

  • A service the work depends on is down. An outage or a serious degradation of our AI provider, of our hosting or network providers, of PayNow, of Discord or of the CubicBuilds platform itself. It must be something anyone can check: the provider's public status page or another public source or, when it is our own platform, a public notice from us with its date and time, posted in our Discord server or on our website while it is happening.
  • We are waiting for you. From the moment we ask you something we need in order to continue and could not foresee when we accepted, until you answer.
  • The information has to be corrected. When what you gave us turns out to be wrong or contradictory in a way we could not notice when we accepted, until you correct it.
  • The payment is in question. While PayNow or your bank reviews, holds or disputes the payment.
  • Something beyond anyone's control. An event outside our control that anyone can check in a public source, such as a general internet failure or an act of an authority, for as long as it lasts.

If you do not answer for 14 days, we may finish the build with the information we have, or close the commission and refund it.

When the clock starts again

If you change the brief after acceptance (you add something, change your mind about what you had asked for, or change the size, the style or the Minecraft version), it becomes a new brief. We confirm it in writing, and the 24 hours count from that new acceptance.

When the guarantee does not apply

  • The brief asks for something our Acceptable Use Policy forbids, or uses material you have no right to use. In that case we do not make the build, and we refund what you paid.
  • We agreed a different delivery time with you in writing before acceptance, as we do for large or complex builds. That time takes the place of the 24 hours, and the rest of this guarantee applies to it.
  • The payment was reversed, or you opened a chargeback: the money is already back with you.
  • You did not pay for the commission, as with a prize or a promotion: there is nothing to refund.
  • The guarantee is being abused, for example with repeated claims in bad faith or by delaying your answers on purpose.

These exceptions only concern the 24-hour deadline. They never let us keep the payment for a commission we do not deliver.

If you get a refund

A full refund ends your right to use that commission: you may not use, share or sell a build that has been refunded, whether we delivered it late or sent you part of it. If you would rather keep a build that arrived late, tell us, and we will agree a partial refund with you instead.

How to claim

  1. Write to [email protected] or open a ticket in our Discord server within 30 days of the acceptance date, with the email address of your account and the purchase number.
  2. We review it and answer within 3 business days.
  3. If the refund applies, we have PayNow issue it to your original payment method. How long it takes to reach you depends on PayNow and on your bank.

Times are measured in Coordinated Universal Time (UTC), using the date and time of our messages and of PayNow's payment confirmation, and the 24 hours run on every day of the week. A commission is refunded once at most. The guarantee is in addition to the rights the law gives you: it does not replace or limit them.

Builds you generate yourself

When a generation fails because of an outage or an error of our systems or of our AI provider, we return the credits it used. If you believe that happened and the credits did not come back, write to [email protected] with the project and the approximate time.

Credits are not returned when:

  • The build was generated but is not what you hoped for. AI results vary: refine it by talking to the AI.
  • The AI could not finish because of an error in its own work (the code it wrote failed or took too long), because the build was too large for the mode you chose, or because the model declined the request: the work done until then is charged.
  • You cancelled the generation: the work done until then is charged.
  • The request was blocked because it breaks the Acceptable Use Policy.

Returned credits go back to your organization's balance. They are not paid out in money.

Plans and credit packs

  • You can cancel a plan at any time. It stays active until the end of the period you already paid, and that period is not refunded in part.
  • Unused credits are not refunded, whether they come from a plan or from a pack, unless the law requires it.
  • If we charge you by mistake or twice, we refund the wrong charge in full.
  • If we close your account or stop offering the Service without a breach on your side, we refund the unused part of what you prepaid, as the Terms say.

Right of withdrawal for consumers

If you are a consumer living in the European Union, the European Economic Area or the United Kingdom, you can withdraw from a purchase within 14 days, without giving a reason.

  • The period ends 14 days after the purchase.
  • If at checkout you expressly asked us to start before the period ends and you then withdraw, you pay only for what you have already used: credits already spent are not refunded. If you did not ask for that, we refund everything.
  • Once a commission has been delivered in full, having started within the period at your express request and with your acknowledgement that you would lose the right, the right of withdrawal no longer applies to it.
  • For a subscription, the right applies to the first payment, not to each renewal.

How to withdraw

Send us an unequivocal statement before the period ends. The simplest way is this link, which opens an email already addressed to us: Withdraw from contract here. You can also write it in your own words to [email protected], or use this text:

To CubicBuilds: I hereby give notice that I withdraw from my contract for the following purchase: [what you bought]. Ordered on: [date]. Email address of my account: [email]. Name: [name]. Date: [date].

We confirm by email that we received it. We refund the payments that correspond without undue delay, and at the latest 14 days after you tell us, using the same payment method and at no cost to you.

Other countries

If the consumer law of your country gives you a right to withdraw from, retract or revoke a purchase made at a distance, such as the 5 business days of Colombian law or the 10 days of Argentine law, you have it on the terms that law sets, with the exceptions that same law provides.

How to ask for a refund

  1. Write to [email protected] from the email address of your account, with the purchase number or the date of the purchase, and the reason.
  2. We review it and answer within 3 business days.
  3. If a refund applies, we have PayNow issue it to your original payment method.

You can also send the request to PayNow, as its Buyer Agreement provides. If you have a problem with a charge, please write to us before opening a dispute with your bank: it is almost always faster. Business days are Monday to Friday, except public holidays in the country of the operator.

Your legal rights

Nothing in this policy limits the rights that consumer law gives you and that cannot be waived, such as the remedies available when a digital service does not conform to the contract. Where that law gives you more than this policy, the law applies.