Refund Policy

Try before you pay

Every account starts with free credits. We ask you to use them first — they exist so you can hear the output quality and confirm the platform does what you need before you spend anything.

When we refund

• Duplicate charge — charged twice for the same order. Refunded in full, always.
• Credits never delivered — payment went through but credits did not arrive and we cannot add them. Refunded in full.
• A fault on our side — a defect in the service stopped you using what you bought and we could not fix it in reasonable time. Refunded in proportion to what you could not use.
• Unused purchase, within 7 days — bought within the last 7 days and the credits are still substantially unused. Refunded for the unused portion.

When we cannot refund

• Credits already consumed. Generation and cloning cost us money the moment they run, so spent credits cannot be returned.
• You changed your mind after using a meaningful share of the credits.
• Dissatisfaction with AI output quality where the service worked as described. Voice quality depends heavily on the sample you upload — this is what the free credits are for.
• Accounts closed for breaching our Terms, including cloning a voice without consent.
• Requests made more than 30 days after the payment.

How to request one

Message us on WhatsApp or email support@elevenlabsoffical.com with:

• your account username or email;
• the date and amount of the payment;
• the payment reference or transaction ID;
• what went wrong.

We reply within 2 business days and decide within 7 business days. Approved refunds go back to the original payment method and usually take 5–10 business days to appear, depending on your bank or provider.