Payments, credits and refunds

All card payments are processed by Stripe. Tulzo never sees or stores your card details. Subscriptions are billed through Clerk Billing, which uses Stripe. Credit top-ups and gigs payments use Stripe Checkout.

Credits pay for AI usage on Tulzo: your assistant's chats and QA checks on gigs. 1 credit = $0.01. Usage is metered at the real model cost times 1.3× (cost plus 30%); there is no separate processing fee. Top-ups are from $5 to $500, in whole dollars.

• Credits can't be refunded. This applies to credits you buy and to the monthly credits in your plan. We don't refund unused credits.
• Credits have no cash value and can't be transferred to another account.
• Credits you buy never expire.
• Monthly plan credits expire at the end of each billing period and don't roll over.
• Before you buy, we ask you to confirm that you want the credits straight away and that you lose your 14-day right of withdrawal once they are delivered. See your right of withdrawal.

Your balance and history are on the credits page.

When a provider submits work, QA reserves credits from the customer's balance for the deeper checks the customer chose (the basic check is paid by Tulzo). When QA finishes, only the actual usage is charged; the unused part of the reserve is released back to your balance. That release is credits returned to your balance, not a cash refund.

• Plans are billed in advance through Clerk Billing and renew automatically.
• You can cancel any time. Cancelling stops the renewal at the end of the current period; you keep the plan until then. The current period isn't refunded.
• Before you subscribe, we ask you to confirm that you want the service straight away and that you lose your 14-day right of withdrawal once it starts.

• When you accept a bid, you pay the bid plus the platform commission, added on top. The commission is configurable; it is currently 15%. The provider receives the full bid.
• Tulzo holds the payment until the work is accepted. Then the bid is paid out to the provider's own Stripe account.
• Every provider has their own Stripe account, set up through Stripe Connect before they can bid or offer. Stripe verifies the provider's identity, tax details and bank account; Tulzo doesn't collect or store that data. Providers are paid as independent sellers and are responsible for their own taxes.
• Before you pay, we ask you to confirm that you want the work to start right away and that you lose your 14-day right of withdrawal for the platform service once it starts.

• After QA approves the delivery, you can review it and accept it.
• If you do nothing, the delivery is accepted automatically 7 days after QA approved it. We send you a reminder 48 hours before.
• Acceptance completes the contract and releases the payment to the provider.

• Before acceptance: you can open a dispute at any time after paying, up to acceptance. In practice that means within 7 days of delivery, before the automatic acceptance. An open dispute pauses the automatic acceptance and the payout.
• After acceptance: you can file a claim within 14 days. The provider may already have been paid; an admin can still order a refund.
• Only one dispute can be open on a contract at a time.
• QA rejection: if QA rejects the work, a dispute opens automatically with a full refund as the default outcome, for an admin to confirm.

An admin decides each dispute with one of three outcomes:

• Release: no refund. The provider is paid the full bid.
• Full refund: everything you paid that hasn't been refunded yet comes back to you, including the commission. The provider is paid nothing.
• Partial refund: you get part of your payment back. The refund is shared between the bid and the commission in proportion to what you paid: the provider's part is the refund times the bid divided by your total payment (rounded to the nearest cent), and the rest comes out of the commission. So the commission is refunded in the same proportion as the bid.

If the provider has already been paid, a refund is recovered by reversing the provider's Stripe transfer by the provider's share.

• A scope change that raises the price is paid as a top-up (the extra bid plus its commission).
• A scope change that lowers the price refunds the difference in your total (bid plus commission) when you approve it. If that refund can't be made at the time, the amount is credited to you when the provider is paid out.

If you dispute a payment with your card issuer, the chargeback is handled through Stripe and decided by the card network, not by Tulzo. While it is open, the payout to the provider is paused. Please contact us first; most problems are faster to solve through a dispute on the contract.

Write to support@tulzo.online or use the complaints form. The full rules are in the terms and conditions.