Meshy 3D Agent executes tasks such as generating images or models based on your instructions and consumes corresponding credits. We're committed to fair and transparent credit usage: if a task fails to deliver reasonable results due to a system error, 3D Agent execution error, or obvious quality issues, we will refund or compensate credits accordingly based on the specific situation.
However, AI-generated results have a degree of randomness, some results may not fully meet expectations in a single attempt. In such cases, we will make a comprehensive judgment on whether to provide compensation based on task records, generation results, actual defect severity, and customer feedback.
When can I request a credit refund or compensation?
If the issue is confirmed by our support team to fall into one of the following categories, we may refund or compensate the relevant credits.
1. System or Task Failure
Examples:
Task generation failed;
Task timed out;
No result was generated;
System error occurred;
Task failed but credits were still deducted;
Credits were deducted multiple times for the same task.
These situations are typically system or billing anomalies. After verification, we will refund the credits consumed by the corresponding task.
2. Agent execution error
Examples:
You explicitly asked the Agent not to generate, but it still initiated a credit-consuming generation;
The Agent misunderstood your clear instructions;
The Agent selected the wrong tool;
The Agent used the wrong image, prompt, or parameters;
The Agent repeatedly generated due to its own errors, resulting in additional credit consumption.
These situations are issues that occurred during 3D Agent execution. After verification, we will refund the credits consumed in the relevant steps.
3.What situations are generally not eligible for credit refunds?
The following situations are generally not eligible for credit refunds:
The generation was completed successfully, but you simply don't like the result subjectively;
Dissatisfaction with style, aesthetics, or creative direction, such as "not good-looking enough," "not high-end enough," or "not what I imagined";
Instructions were vague, contradictory, or missing key requirements;
The uploaded reference image was blurry, obscured, or had an unclear subject;
You changed your mind or switched requirements after the task started;
You want to try different styles, directions, or more versions;
Issues with third-party tools or external services, where Meshy Agent called them correctly.
We recommend providing clear, specific descriptions and uploading clear reference images before starting a task to improve the accuracy of generation results.
How to request a credit refund or compensation?
If you believe there is an issue with an Agent task, please send the share link of the problematic task to customer service.
Please follow these steps:
Open the problematic Meshy Agent task or conversation;
Click the conversation link share button in the upper left;
Copy the task share link;
Send the link to customer service;
Briefly describe what you think went wrong.
Examples:
The reference image had four legs, but the generated 3D model has five legs.
I didn't ask for generation, but the Agent automatically initiated a generation and consumed credits.
The task failed, but credits were still deducted.
The Agent used the wrong image I uploaded.
Please provide the chat url whenever possible, rather than just screenshots. Screenshots typically cannot fully show the task execution process, tool call records, input/output content, and credit consumption, which may affect customer service's judgment.
What information will be reviewed?
Our support team will review the task share link you provide, including:
Your original instructions;
The Agent's understanding and response;
What tools the Agent called;
What images, prompts, or parameters were used;
Whether the task was completed successfully;
Whether there are obvious issues with the generated results;
How many credits were consumed in the corresponding steps.
After the review, our support team will determine whether to refund or compensate credits based on the specific situation.