Refund Policy
Last updated:May 2026
Overview
AI generation uses paid compute resources and third-party providers, so completed usage cannot always be reversed. At the same time, we want support to be fair when a first purchase, technical problem, duplicate purchase, or clearly poor result does not meet a reasonable expectation. Refunds are reviewed case by case under this policy.
When to Contact Us
Please contact [email protected] within 7 days of purchase when possible. Include your account email, order ID if available, purchase date, the reason for the request, and any screenshots or job IDs that help us review the issue.
Usually Eligible
Refunds are usually eligible when:
- A duplicate or accidental duplicate payment occurred
- A technical failure prevented the service from delivering any usable result
- Credits were charged for a failed job that was not automatically refunded
- You purchased recently, have not used the service or used only minimal credits, and contact us promptly
- A first-time purchase produced a clearly unusable result and support determines that a goodwill refund is appropriate
Usually Not Eligible
Refunds are usually not eligible when:
- The request is made more than 7 days after purchase
- A substantial portion of credits has been used
- Outputs have been downloaded, exported, or used in a workflow after meaningful use
- The issue is based only on a change of mind after using the service
- The account violated our Terms of Service or abused credits, promotions, refunds, or payment disputes
- The same user or related accounts repeatedly request refunds after using compute resources
Subscription Refunds
You can cancel an active subscription to stop future renewals. Standard cancellation does not automatically refund the current billing period.
If a subscription refund is approved, we may immediately cancel the subscription and revoke remaining subscription credits or access associated with that billing period. Used credits and completed compute work may reduce eligibility, but support may still approve a full or partial goodwill refund for a first-time or low-usage case.
One-time Credit Pack Refunds
For one-time credit packs, unused purchases requested within 7 days are generally easier to approve. If some credits were used, we may deny the refund, offer a partial refund, offer replacement credits, or make a goodwill exception depending on the amount of use and the issue. Approved refunds may revoke remaining credits associated with the refunded order.
Processing Time
Approved refunds are submitted to the original payment method. Payment providers and banks control settlement timing. Creem refunds may take 5-10 days to appear on the customer's statement; other providers may vary.
Alternatives to Refunds
In some cases, support may offer a free retry, model recommendation, replacement credits, or manual assistance instead of or in addition to a refund. You are free to decline these options.
Chargebacks
Please contact support before opening a payment dispute. If a chargeback is filed for delivered digital services without first attempting to resolve the issue, we may provide usage and account records to the payment provider, suspend the account, revoke credits, and recover dispute fees where allowed.
Contact
Refund requests and billing questions: [email protected]