1. Summary
Credit packs are digital goods. Unused credits can be refunded within 7 days of the purchase date. Credits that have been consumed are not refundable.
2. When we refund
- Requests made within 7 days of purchase, for the portion of the pack that has not been used: the amount for that unused portion is refunded.
- Duplicate charges or charges made in error because of a technical fault.
- Credits deducted for a generation that failed because of a fault on our platform, where we are unable to restore the credits.
3. When we do not refund
- Credits already used for generation jobs, including cases where you are not satisfied with the result, because the generation cost has already been incurred.
- Requests made more than 7 days after purchase.
- Credits on accounts suspended or terminated for violating the Acceptable Use Policy or Terms of Service.
4. Partly used packs
If a credit pack has been partly used, we may refund the unused portion on a pro-rata basis. The used portion is not refundable.
5. How to request a refund
- Email [email protected] with the subject "Refund request".
- Include your account email, order number or Creem payment receipt, and the reason.
- We will check credit usage and reply by email with the outcome.
6. Refund method and timing
Payments are processed by Creem, our Merchant of Record. Approved refunds are returned through Creem to your original payment method. Timing depends on Creem and your bank or payment provider. The corresponding credits are removed from your account on refund.
7. Chargebacks
If you have a question about a charge, please contact us first. We will help as quickly as we can, which is usually faster than a chargeback.
8. Changes to this policy
We may adjust this policy. Changes do not affect the rules that applied to purchases completed before the change.