Refund Policy
Last updated: 2026-09-24
1. Overview
ebo-ok sells two different things, and each is refunded differently. Credits are sold by ebo-ok itself and are used to pay for AI generation. E-books on the Marketplace are sold by their sellers: the seller is the merchant of record and is responsible for refunds, and ebo-ok only takes a commission on the sale. This policy explains both, and what happens to your wallet and your library after a refund or a chargeback.
2. Credit top-ups
If you have not used the credits from a top-up, you may ask for a refund of those unused credits within 14 days of the purchase. The refund is made to the original payment method, and the refunded credits are removed from your wallet. Credits that have already been spent are non-refundable, and so are credits you did not pay for, such as signup credits, bonus credits and promotional or coupon credits.
3. Failed AI generation
Credits for an AI job are reserved when the job starts and only deducted once it succeeds. If a job fails after its automatic retries, the reserved credits are returned to your wallet automatically — you do not need to ask for them.
4. E-book purchases
E-books are digital content that is delivered to your library as soon as payment completes. Because the seller is the merchant of record, the seller decides and issues refunds for book purchases. If there is a problem with a book, please contact the seller first — you will find the seller's contact under the book in the Purchased tab of your library, and in your purchase receipt email. If you cannot reach the seller, or you cannot agree on a solution, contact us and we will help mediate. A book whose file is defective, cannot be opened, or was never delivered to your library is eligible for a refund if the problem cannot be fixed. Free books and books claimed with a 100%-off coupon involve no payment, so there is nothing to refund. A refund for a gifted book is paid to the person who bought the gift.
5. What happens after a refund
When a book purchase is refunded in full, the book is removed from your library and you may no longer read or download it, including any copies you downloaded earlier. When a credit top-up is refunded, the credits it added are removed from your wallet.
6. Chargebacks
If you dispute a payment with your bank or card issuer instead of asking for a refund, the outcome is the same as a refund. If a chargeback on a book purchase is decided in your favour, the book is removed from your library. If a credit top-up is charged back, the credits it added are removed from your wallet; if those credits have already been spent, your wallet may be frozen until the balance is settled. Please contact us or the seller before filing a dispute — it is usually the fastest way to resolve a problem.
7. How to ask for a refund
For credit top-ups, email support@ebo-ok.com from the address on your ebo-ok account, and include the date and amount of the top-up and the reason for your request. For e-book purchases, contact the seller first using the “Contact seller” link under the book in your library (or the contact in your receipt email); if the seller has not added a contact, or you need our help, email support@ebo-ok.com with the book title, the purchase date and a short description of the problem.
8. Your legal rights
Nothing in this policy limits any rights you have under applicable consumer protection law.
9. Contact
For questions about this Refund Policy, please contact us at support@ebo-ok.com.