What counts as a failure
A failure is a task that does not produce a deliverable: the generation errors out, the export cannot be produced, or the run is interrupted and cannot be recovered. In all of those cases the credits go back to your balance without you asking.
A deliverable you are unhappy with is not a failure — it is a revision, and every task includes at least one free revision within 7 days.
How you will see it
The refund appears as a credit-ledger entry on your balance. Because it is automatic, there is nothing to claim and no ticket to open.
If it keeps happening
Email support@ogum.org. A person replies within one business day, and within four hours on Pro. Include the task name and roughly when you ran it so it can be traced.
Frequently asked questions
Do I have to ask for the refund?
No. Failed tasks are refunded in credits automatically — no support ticket needed.
Are refunds paid in money?
Refunds are in credits. Refunds in money are not offered for credits that have been spent; if you believe you were charged in error, contact us within 14 days.
What if the output is poor rather than missing?
Use the free revision. Tell the agent exactly what to change — being specific about sections gets a far better second draft.
Related help
Still stuck? Email support@ogum.org — a person replies within one business day, and within four hours on Pro. The Terms of Use and the Privacy Policy are the authoritative versions of anything on this page.