Merchant of Record
Our order process is conducted by our online reseller Xsolla (xsolla.com). Xsolla is the Merchant of Record for all our orders. Xsolla provides customer service inquiries and handles returns.
Digital products and consumable pigments
Purchases on The Neverending Painting consist of digital consumable AI generation credits called Pigments. Pigments provide compute units used to power deep AI image expansion and to name newly discovered Places on the shared canvas.
Upon successful completion of a transaction through Xsolla Pay Station, purchased Pigments are credited to your account balance electronically and made available for immediate use.
Refund eligibility
- Unused Pigment Packs (14-Day Window): If you purchased a Pigment pack and have not spent or consumed any Pigments from that purchase, you are entitled to a full refund within 14 calendar days of the transaction date.
- Consumed Pigments: Because Pigments are consumable digital units that are expended immediately when computing and rendering deep tiles or naming landmarks, Pigments that have already been used or spent cannot be returned or refunded.
- Technical Failure or Non-Delivery: If your payment was processed successfully but Pigments were not credited to your account due to a server error or network outage, or if you were billed in error due to a duplicate transaction, you are entitled to a full refund or an immediate balance correction upon verification.
- Fraudulent or Unauthorized Charges: In the event of unauthorized account or card activity, please notify us or Xsolla immediately so the transaction can be investigated and refunded.
European Union and UK statutory withdrawal rights
If you reside in the European Union or United Kingdom, you typically have a statutory right to withdraw from contracts for online purchases within 14 days without giving any reason.
Under consumer protection rules governing digital content, you acknowledge that by making a purchase and actively using or consuming Pigments before the expiration of the 14-day cancellation window, you expressly consent to immediate performance of the contract and waive your right of withdrawal for the consumed portion. Any unconsumed Pigments remain fully refundable within the 14-day statutory period.
How to request a refund
You may request a refund through either of the following channels:
- Via Xsolla Buyer Support: Visit Xsolla customer support at help.xsolla.com or follow the link in your email receipt.
- Via Direct Support: Contact our team directly at support@neverendingpainting.art, citing your account email, order ID, and purchase date.
Refund processing and timeline
Once a refund request is approved, Xsolla issues the refund to the original payment method used during checkout.
- Refund requests are generally processed within 3 to 5 business days.
- Depending on your payment provider, financial institution, or card issuer, it may take 5 to 10 additional business days for the credit to post to your account statement.
- All refunds are credited in the original currency of purchase.