Refund policy

There are two kinds of refunds on Snap AI Studio: credits going back to your balance when a generation fails, which happens automatically, and money going back to your card, which you ask us for. This page covers both. It is part of the Terms.

Failed generations

Credits are taken when a generation starts. If it does not produce a result, the full cost goes back to your balance automatically, with no need to ask. That covers a generation that:

• could not be started, for example because the gateway was unreachable,
• failed, was cancelled or expired at the model provider (safety rejections are covered under Blocked requests below),
• ran too long and timed out, or
• was interrupted by a server restart.

For two-step tools such as kiss and hug videos from two photos, both steps are charged up front and the full amount is refunded if either step fails. Every charge and refund is listed under Credit history on your account page. How credits work in the help center explains prices and balances.

Blocked requests

If our content checks block a prompt, the generation never starts and no credits are used. If a model provider's safety filter rejects a generation after it starts, the credits are refunded for up to 3 such rejections in any 24 hours; later rejections in that window keep the credits. After 5 blocked requests of either kind in 24 hours, generation pauses for the account for up to 24 hours. The content policy explains what is not allowed.

Results you do not like

Generations that finished are not refunded because you do not like the result: the model provider charges us for every completed generation. If a result is clearly broken, such as an empty or corrupted file, email [email protected] with the date and tool and we will review it.

Jobs that run on your own OpenRouter or fal key cost no credits, so there is nothing to refund on our side; charges on your provider account are between you and that provider.

Subscriptions and cancelling

Plans renew automatically every month or year. You can cancel at any time on your account page under Invoices and billing, which opens the Stripe billing portal. After you cancel:

• you are not charged again,
• your plan stays active until the end of the period you paid for, then your account moves to the free plan,
• the credits in your balance stay there. Credits do not expire.

Plan changes are made in the same portal, and Stripe prorates the price difference.

Refunds of payments

You can ask for a refund of a subscription payment (monthly or yearly) or a credit top-up within 14 days of the charge, as long as none of the credits it added have been spent, meaning your balance is still at least the number of credits that payment added. We refund the payment in full and remove those credits from your balance.

After 14 days, or once credits from a payment have been used, payments are not refundable, except where the law requires a refund.

Free credits have no cash value and are never refunded.

We always refund in full:

• duplicate charges and billing errors on our side,
• the unused part of the credits you paid for if we close your account without a breach of the Terms on your part, or shut down Snap AI Studio.

Your right of withdrawal

If you live in the European Union or the United Kingdom, you have a 14-day right to withdraw from purchases of digital services. By starting a generation, you ask us to provide the service immediately and accept that you lose the right of withdrawal for the credits you use. Credits you have not used are covered by the 14-day refund above.

How to ask for a refund

Email [email protected] from the address you sign in with, and include the date and amount of the charge. Approved refunds go back to your original payment method through Stripe; your bank usually shows them within 5 to 10 business days.

Please contact us before disputing a charge with your bank. A chargeback on a charge you made can lead to your account being suspended and the credits from that payment being removed.