Refund Policy

Effective

1. Failed generations

If a preview or video fails to generate, the credits for it are returned to your balance automatically. You don’t need to ask. If only some previews in a round fail, the matching share of credits is returned.

2. Subscriptions

• First purchase. If you’re not happy with your first payment for a plan, monthly or yearly, ask within 14 days of that payment. As long as you’ve used 250 credits or fewer since paying, we’ll refund it in full.
• Renewals. Forgot to cancel? Ask within 7 days of a renewal payment. If you haven’t used any credits since that renewal, we’ll refund it.
• Upgrading. When you move from Starter to Pro, you pay only the difference for the rest of your current billing period, charged right away. The extra credits for that period are added straight away, and your renewal date stays the same. To move to a smaller plan, cancel and choose the new plan when the current period ends, or email us and we’ll switch you.
• Cancelling. You can cancel anytime from your account menu (“Manage subscription”). Your plan and credits stay available until the end of the period you’ve paid for. We don’t refund the unused part of a period, except as described in this policy or required by law.

3. Credit packs

You can get a full refund for a credit pack within 14 days of buying it, as long as you haven’t used any of its credits. Packs are used only after your monthly credits run out, so check your credit history in the app if you’re unsure.

4. If you’re in the EU or UK

You normally have 14 days to withdraw from an online purchase. Credits are digital content we deliver immediately, so when you buy you ask us to start right away, and your right of withdrawal ends for the credits you use. You keep it for anything you haven’t used: the refunds in sections 2 and 3 cover that, and we’ll always honour your statutory rights.

5. Outages

If the Service is unavailable for more than 72 hours in a row because of a problem on our side, contact us and we’ll extend your plan or refund the affected days.

6. What happens after a refund

• Refunds go back to your original payment method through Creem, our reseller. They usually arrive within 5–10 business days, depending on your bank.
• Unused credits from the refunded purchase are removed from your balance.
• If a subscription payment is refunded, the plan ends straight away and your account moves to the Free plan. Your projects and history stay.

7. How to ask

Email from your account’s email address. Include your Creem order number, which is in your receipt email. We reply within 2 business days. You can also contact Creem, the Merchant of Record for your purchase, using the support link in your receipt.

8. Chargebacks

Please contact us before disputing a charge with your bank. We’d rather fix it directly. Accounts with an open chargeback may be paused until it’s resolved.