Refunds for a plan or a credit purchase

There are two kinds of refund: credits given back for a run that failed, which happens by itself, and money given back for a payment, which you ask for.

A run that failed

A run that fails gives back every credit it was charged, automatically, so there's nothing to ask for: see My video failed. Did I lose my credits? A run that finished but wasn't what you hoped for has still used the model, so it isn't refunded; trying again costs credits.

Your first payment

Your first payment, for a plan or for credits, can be refunded in full if:

• you ask within 7 days of it, and
• you've used less than 20% of the credits it bought.

To ask, open a ticket under Credits and say which payment it is.

Other payments

Other payments aren't refundable, except where the law where you live says otherwise. Cancelling a plan stops the next renewal; it doesn't refund the period you've paid for, and the plan keeps working to its end. Deleting your account doesn't refund credits either.

The 14-day right of withdrawal

If you buy as a consumer in the EU, you'd normally have 14 days to withdraw from an online purchase. Credits are delivered the moment you pay, so at checkout you ask for them now, and acknowledge that you lose that right once they're delivered, by ticking the box before you pay. Your receipt records it. The first-payment refund above still applies.

When a refund is made

• The money goes back through Stripe to the way you paid.
• A refund for credits takes back the credits it bought, in proportion to the amount refunded. If you've spent some of them already, your balance stops at zero rather than going below it.
• A refund for your plan's current month takes back that month's unspent plan credits, in proportion to the amount refunded. Refunded in full, the plan also ends straight away, because you've had the month's money back. Credits you bought aren't touched. A refund for an earlier month takes no credits, because that month's credits are gone already.
• On your Usage statement the credits taken back show as Pack refunded or Plan refunded, and in Plan and billing the payment shows as refunded.

A charge you didn't expect

If you see a charge you don't recognise, or a refund you were told about hasn't arrived, open a ticket and a person will look into it. Please write to us before disputing a payment with your bank: a dispute holds the credits it bought and pauses purchases until the bank decides. See Disputing a payment with your bank.

The Creator Store

Purchases in the Creator Store, and courses and memberships in communities, aren't refundable, except where the law where you live says otherwise. If something you bought won't download or open, or you were charged twice, open a ticket and we'll put it right. See Buy in the Creator Store.