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Service Policy

AI Service Policy

This Policy explains how DigitalHub AI services work, how credits are charged, the limitations of AI-generated content, and the rules customers must follow.

Version 1.0 Last updated 02 Sep 2026 en

AI Service Policy

Version: 1.0 Effective date: 2 September 2026 Last updated: 2 September 2026

1. Purpose of This Policy

This AI Service Policy explains the conditions that apply when you use artificial intelligence features provided through DigitalHub.

It covers:

  • Supported AI models and providers
  • Prompts, uploads, and generated output
  • DigitalHub Credit usage
  • Processing, failure, and refund rules
  • AI accuracy and professional-use limitations
  • Content moderation and prohibited uses
  • Intellectual property and customer responsibility
  • Privacy and third-party processing

This Policy forms part of the DigitalHub Terms and Conditions. By starting an AI request, you confirm that you have read and agreed to this Policy.

2. DigitalHub’s Role

DigitalHub provides a unified platform through which customers may access supported artificial intelligence models and related tools.

Depending on availability, AI services may include:

  • Text and conversational generation
  • Image generation and editing
  • Video generation and editing
  • Audio, speech, or music-related generation
  • Document analysis and summarization
  • Translation and rewriting
  • Coding and technical assistance
  • Search, research, and data-processing features
  • Other creative or productivity tools

Some AI models are developed and operated by independent third-party providers. DigitalHub provides access, usage management, payment, credit accounting, safety controls, and customer support but does not control every aspect of an external model.

Available providers, models, features, limits, and prices may change without permanent availability being guaranteed.

3. How AI Requests Are Processed

When you submit an AI request, DigitalHub may process:

  • Your prompt and instructions
  • Uploaded text, images, audio, video, documents, or files
  • Model and quality selections
  • Output format, resolution, duration, or other settings
  • Previous conversation context where relevant
  • Safety and moderation information
  • Technical, usage, and error data

The information required to perform the request may be transmitted to the selected AI provider or supporting infrastructure.

The provider returns a response, generated file, status, or error. DigitalHub then displays or delivers the result and records the applicable usage and transaction details.

Processing does not guarantee that a usable output will be produced.

4. Third-Party AI Providers

DigitalHub may integrate models or services from third-party AI providers.

When you select or use a model:

  • Relevant inputs may be sent to that provider
  • Processing may occur outside your country
  • The provider may apply its own safety systems
  • Provider terms, technical limits, and privacy practices may also apply
  • A request may be refused, delayed, modified, or interrupted by the provider
  • Provider availability and pricing may change

DigitalHub is not necessarily affiliated with or endorsed by every provider whose model or product name appears on the platform.

All third-party names, trademarks, models, and logos belong to their respective owners.

5. DigitalHub Credits

Eligible AI services are charged using DigitalHub Credits.

DigitalHub Credits:

  • Are internal platform usage units
  • Are not cryptocurrency or electronic money
  • Are not a bank deposit
  • Do not earn interest
  • Cannot normally be exchanged for cash
  • Have no value outside DigitalHub
  • May be subject to usage or expiration conditions

The number of credits required depends on the selected service and actual provider usage.

6. How Credit Charges Are Calculated

Credit charges may be affected by:

  • Selected AI provider and model
  • Input and output length
  • Token consumption
  • Image dimensions or quality
  • Number of generated images
  • Video resolution and duration
  • Audio duration
  • Number and size of uploaded files
  • Processing time
  • Tool, search, storage, or computing usage
  • Provider pricing
  • Currency conversion and operating costs
  • Optional premium settings

Where possible, DigitalHub displays an estimated or fixed credit cost before processing begins.

For usage-based services, the final charge may differ from the estimate because it depends on actual tokens, duration, output, processing, or provider-reported consumption.

Relevant credit deductions are recorded in your usage or transaction history.

7. Authorization to Deduct Credits

By confirming or starting an AI request, you authorize DigitalHub to deduct the applicable credits from your balance.

Do not repeatedly submit, refresh, or duplicate a request while it is processing. Duplicate submissions initiated by the customer may be charged separately if the provider processes them as separate requests.

DigitalHub may temporarily reserve estimated credits before processing and adjust the final amount after provider usage is confirmed.

8. Processing Statuses

An AI request may display a status such as:

  • Pending
  • Queued
  • Processing
  • Moderation Review
  • Manual Review
  • Completed
  • Partially Completed
  • Failed
  • Cancelled
  • Refunded

Complex image, video, audio, or document requests may require additional processing time.

A request showing as pending or processing should not be treated as failed unless the platform confirms failure or support completes a review.

9. Failed and Interrupted Requests

An AI request may fail because of:

  • Provider downtime
  • Network interruption
  • Invalid or unsupported input
  • Safety or moderation rejection
  • File size or format restrictions
  • Insufficient credits
  • Service limits
  • Timeout
  • Technical malfunction
  • Account or regional restrictions
  • Customer cancellation
  • Duplicate submission
  • Provider capacity limitations

When the provider confirms that no billable processing occurred, reserved credits may be released automatically.

When provider processing was charged but no output was returned, DigitalHub may:

  • Retry the request
  • Provide a replacement generation
  • Restore eligible credits
  • Refer the request for manual review
  • Take another reasonable corrective action

A technical failure does not automatically qualify for a cash refund. Eligible corrections are normally issued as restored DigitalHub Credits unless applicable law or our Refund Policy requires otherwise.

10. Successfully Processed Requests

An AI request may be treated as successfully processed when the selected provider completes the requested operation and returns an output.

An output is not considered failed solely because:

  • You do not like the result
  • It does not match an unstated expectation
  • The style differs from what you imagined
  • The same prompt produces a different result
  • Minor artifacts, spelling errors, or inconsistencies appear
  • A generated person, object, voice, or scene is imperfect
  • Additional prompt refinement is needed
  • The output is not suitable for a commercial objective

AI generation is probabilistic. Results cannot be guaranteed, even when the same prompt and settings are used more than once.

11. AI Accuracy and Reliability

Artificial intelligence can make mistakes.

AI output may be:

  • Incorrect
  • Incomplete
  • Outdated
  • Misleading
  • Biased
  • Inconsistent
  • Unexpected
  • Factually unsupported
  • Technically unsafe
  • Unsuitable for a particular purpose

DigitalHub does not guarantee the truth, accuracy, completeness, originality, legality, safety, or commercial suitability of AI-generated content.

You must independently review and verify important information before relying on or publishing it.

12. No Professional Advice

AI output must not be treated as a substitute for qualified professional advice.

Do not rely exclusively on DigitalHub AI for decisions involving:

  • Medical diagnosis or treatment
  • Medication or emergency care
  • Legal rights or legal proceedings
  • Investments, loans, taxes, or financial transactions
  • Personal safety or physical security
  • Engineering or structural safety
  • Employment or educational eligibility
  • Insurance or credit decisions
  • Government, immigration, or regulatory matters

For high-impact decisions, consult a qualified professional and verify the relevant information through authoritative sources.

DigitalHub is not responsible for decisions made solely from unverified AI output.

13. Customer Responsibilities

When using an AI service, you are responsible for:

  • Writing clear and appropriate instructions
  • Reviewing all generated output
  • Checking facts, calculations, citations, and code
  • Confirming that your use is lawful
  • Obtaining permission for uploaded material
  • Protecting confidential and personal information
  • Following the selected provider’s applicable rules
  • Disclosing AI involvement where required
  • Testing output before using it in a sensitive or production environment

You must not represent unverified AI output as confirmed fact.

AI-generated software code should be reviewed, tested, and secured by a competent person before deployment.

14. Sensitive and Confidential Information

Do not submit unnecessary sensitive information to an AI service.

This includes:

  • Passwords
  • OTPs
  • Payment PINs
  • Complete card details or CVVs
  • API keys and private access tokens
  • Government identification documents
  • Banking credentials
  • Confidential business records
  • Private medical information
  • Intimate or highly personal material
  • Information protected by professional confidentiality

If a supported service expressly requires sensitive information, provide only what is necessary and only when you have the legal authority to do so.

DigitalHub cannot guarantee that information voluntarily included in a prompt will remain confidential beyond the protections described in our Privacy Policy and the applicable provider’s terms.

15. Personal Information and Privacy

AI prompts, uploaded files, generated outputs, model selections, safety results, and usage records may be processed as described in the DigitalHub Privacy Policy.

AI requests may be examined by:

  • Automated safety systems
  • Fraud and abuse detection systems
  • The selected AI provider
  • Authorized DigitalHub personnel where necessary for support, security, investigation, or manual review

Do not upload another person’s private information without appropriate authorization.

16. Rights in User Content

You retain any rights you lawfully hold in the prompts, files, and other content you submit.

You confirm that:

  • You own the submitted content or have permission to use it
  • Its processing does not unlawfully violate another person’s rights
  • You have obtained any necessary consent
  • The content is not prohibited by law or this Policy

You grant DigitalHub and the necessary AI providers a limited right to host, transmit, reproduce, process, and technically modify your content as required to provide the requested service, maintain security, investigate errors, and comply with law.

17. AI-Generated Output and Intellectual Property

Your ability to use AI-generated output may depend on:

  • Applicable law
  • The selected provider’s terms
  • The content included in your prompt
  • Rights belonging to third parties
  • The nature of the generated output
  • Whether copyright or other protection legally applies

DigitalHub does not guarantee that:

  • Generated output is unique
  • You will receive exclusive ownership
  • Similar content has not been generated for someone else
  • The output qualifies for copyright protection
  • The output does not resemble protected material
  • Commercial use is permitted in every situation
  • The output is free from third-party claims

Before commercial publication, advertising, resale, branding, or distribution, you should review the output for potential copyright, trademark, privacy, publicity, confidentiality, and other legal issues.

18. Images, Voices, and Likenesses

You must not use AI services to misuse another person’s identity, voice, face, image, signature, or likeness.

You must have appropriate permission before creating or distributing content that realistically represents a private person.

AI-generated or edited media must not be used for:

  • Impersonation
  • Fraud
  • Harassment
  • Blackmail
  • Non-consensual intimate material
  • Misleading endorsements
  • False evidence
  • Deceptive political or commercial activity
  • Harmful identity manipulation

Where appropriate or legally required, clearly disclose that media has been generated or materially altered using AI.

19. Prohibited Uses

You must not use DigitalHub AI services to create, request, upload, facilitate, or distribute content involving:

  • Illegal activity
  • Fraud, phishing, scams, or impersonation
  • Malware, credential theft, or unauthorized system access
  • Child sexual abuse or exploitation
  • Non-consensual intimate content
  • Sexual exploitation or trafficking
  • Credible threats or instructions for serious harm
  • Terrorism or violent extremist activity
  • Hateful abuse or targeted harassment
  • Invasion of privacy or unlawful surveillance
  • Theft or disclosure of confidential information
  • Copyright or trademark infringement
  • Academic or professional deception
  • Manipulation of elections or civic processes
  • Bypassing safety systems or provider restrictions
  • Any other activity prohibited by law or provider policy

This list is not exhaustive.

20. Safety Moderation

AI requests may be automatically analyzed for safety and policy compliance.

DigitalHub or the selected provider may:

  • Reject a prompt
  • Block an upload
  • Limit an output
  • Remove or restrict content
  • Pause processing
  • Require manual review
  • Restrict the relevant feature
  • Suspend or terminate an account

Safety systems are not perfect. A request may be blocked incorrectly, and prohibited content may occasionally avoid detection.

You remain responsible for everything you submit and how you use generated output.

21. Moderated or Rejected Requests

A request rejected before billable provider processing may qualify for automatic release or restoration of reserved credits.

Credits may not be restored when:

  • Billable processing already occurred
  • The customer repeatedly attempted prohibited requests
  • The request was designed to bypass safety controls
  • The customer intentionally violated this Policy
  • The provider charged for moderation or processing
  • Platform abuse or fraud is involved

DigitalHub may review relevant usage records before making a credit decision.

22. Human Review

Certain AI requests may be referred for manual review because of:

  • Safety concerns
  • Suspected abuse
  • Provider errors
  • Disputed credit charges
  • Customer support requests
  • Unusual usage patterns
  • Technical investigation
  • Legal or security requirements

Manual review may delay completion. DigitalHub will display an appropriate processing or review status where reasonably possible.

23. AI Output Storage and History

DigitalHub may store prompts, generated outputs, files, and conversation history so that you can:

  • Access previous generations
  • Continue supported conversations
  • Download generated files
  • Review credit usage
  • Receive technical support

Storage availability and duration are not guaranteed unless expressly stated.

You should download and securely store important outputs. DigitalHub is not a permanent backup service.

Eligible content may be removed after account closure, expiration, a retention period, a policy violation, or discontinuation of a feature.

24. Service Availability and Changes

AI services depend on external providers, infrastructure, network capacity, and technical resources.

A model may be:

  • Temporarily unavailable
  • Rate-limited
  • Replaced
  • Updated
  • Renamed
  • Restricted by country
  • Removed from the platform
  • Subject to changed pricing or capabilities

DigitalHub may change credit pricing, usage limits, supported formats, and model availability when provider or operating conditions change.

Changes will not retroactively alter a completed and correctly recorded request.

25. Refund and Credit Restoration

AI services involve computing costs that may be incurred immediately after processing begins.

Therefore, a completed AI generation is generally non-refundable.

An eligible credit restoration may be considered when:

  • Credits were deducted more than once for one confirmed request
  • A verified platform error deducted an incorrect amount
  • The provider reported failure without returning usable output
  • Reserved credits were not released after cancellation or failure
  • A technical malfunction prevented access to an otherwise completed output

A restoration is not normally available because:

  • The customer dislikes a successfully generated output
  • The prompt was unclear or incomplete
  • The output contains ordinary AI imperfections
  • The customer selected the wrong model or settings
  • The customer submitted duplicate requests
  • The generated content did not achieve a commercial result
  • The customer violated this Policy
  • The output was deleted after the stated storage period

DigitalHub may use provider logs, request records, credit ledger entries, timestamps, and generated output status when reviewing a claim.

Additional conditions are provided in the DigitalHub Refund Policy.

26. Account Restrictions

DigitalHub may limit AI functionality or suspend an account when there is:

  • Repeated prohibited content
  • Safety-control evasion
  • Fraudulent credit or refund activity
  • Automated abuse or excessive requests
  • Unauthorized access
  • Material infringement of another person’s rights
  • A legal or provider requirement
  • A serious or repeated violation of this Policy

Where appropriate, customers may contact support to request clarification or review.

27. No Guaranteed Outcome

DigitalHub does not guarantee that an AI service will:

  • Produce a specific result
  • Improve revenue or business performance
  • Generate viral or successful content
  • Pass academic or professional evaluation
  • Be accepted by another platform
  • Be free from detection as AI-generated
  • Remain compatible with future software
  • Satisfy every provider, marketplace, or advertising rule

You are responsible for evaluating whether an output meets your needs.

28. Changes to This Policy

DigitalHub may update this Policy because of:

  • New AI models or services
  • Provider policy changes
  • Safety improvements
  • Changes to credit calculation
  • Legal or regulatory requirements
  • New risks or prohibited-use categories

Each published version will show its version number, effective date, and change description.

For material changes, DigitalHub may require you to accept the updated Policy before using AI services again.

29. Contact and Support

If an AI request fails or you believe credits were deducted incorrectly, contact DigitalHub through the official support channels displayed on our website.

Include:

  • Request or generation ID
  • Selected AI model
  • Approximate submission time
  • Description of the problem
  • Relevant non-sensitive screenshot

Do not submit passwords, OTPs, payment PINs, API keys, or other security credentials.

30. Acceptance

By submitting an AI request, uploading content for AI processing, or purchasing or using credits for an AI service, you confirm that you have read, understood, and agreed to this AI Service Policy.