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Refund policy

Last updated: August 16, 2026

Credits: automatic, always

A generation that fails, or that you cancel while it runs, refunds its credits automatically and in full — usually within a second. You never need to ask. History shows the job as refunded, and the Billing ledger shows both movements, charge and refund, with the job id attached. A failed generation never costs anything.

Money: fourteen days, if untouched

Credit packs and subscription charges are purchases of digital goods, delivered the moment the credits land. We refund them within 14 days of the charge, provided none of the credits from that purchase have been spent. Once you start spending a purchase, it is consumed and the charge becomes non-refundable; if you are in the EU or UK, spending credits is your agreement to immediate performance and waives the statutory withdrawal right for what was performed.

We also refund, regardless of the window:

  • duplicate charges for the same purchase,
  • purchases made from your account without your authorization,
  • charges spanning an extended outage in which the service was unusable.

What is not refunded

  • Generations whose result you did not like — the model ran and the credits did their work. If a result is genuinely unusable (wrong sides, broken frames), keep the job id and write to us; we make these right case by case.
  • The free signup credits, which were never paid for.
  • Credits in accounts terminated for violating the terms of service.

Subscriptions

Cancel any time from the Billing page’s Stripe portal. The period you already paid for runs to its end and its credits keep their own expiry — nothing is clawed back, and no further charges follow. A renewal charge you did not mean to keep falls under the same 14-day rule above, so long as that period’s credits are unspent.

How to ask

Write to hello@gensprite.ai from your account’s email address with the receipt or the approximate purchase date. We respond within 5 business days; approved refunds go back to the original payment method and typically appear within 5–10 business days, and the refunded purchase’s credits are removed from the account. If a charge looks wrong, please write to us before disputing it with your bank — we can usually fix it faster than a chargeback can.