Refunds and failed builds
When tokens come back, and how to ask about money.
Failed builds
If a build fails, the tokens it held are released. When the failure is on our side (a service problem, or a build Cyrus could not repair on its own), you are not charged. A weekly limit applies to free retries so one stuck prompt cannot loop forever; if you reach it, change the prompt or ask for help.
If a build fails because the request itself cannot be built, the build page says why and what to change.
Repairs
Cyrus tries to fix a failed build itself, up to a few times, starting with the cheapest fix. You see each attempt in the build trace.
Money
Plans, top-ups and invoices are handled by Nxeon billing.
- To ask for a refund, open a Nxeon support ticket with the purchase. Support replies with the decision.
- When a purchase is refunded, the unspent tokens from it are removed. Tokens that were already spent are not returned.
- A card dispute (chargeback) has the same effect and may pause your account while it is reviewed.
Free tokens taken back
Free server tokens can be reversed if the server is deleted or refunded soon after. See rollover and free tokens.
Related: troubleshooting.
Open a Nxeon support ticket and tell us the project name. We can see your build details when you open it from the build page.