Refund Policy

1. Overview

This Refund Policy outlines when and how refunds are processed for:

• Subscription fees (Pro, Creator tiers)
• Credit purchases
• Failed or defective generations
• Service outages

2. Subscription Refunds

2.1 Cancellation Policy

• You may cancel your subscription at any time
• Access continues until the end of the current billing period
• No refund for unused time within a billing period
• Cancellation prevents future charges but does not refund current month

2.2 Pro-Rated Refunds

We do NOT offer pro-rated refunds for partial months, except in these cases:

• Service outage lasting more than 48 consecutive hours
• We terminate your account without cause
• Major feature removal that significantly impacts service value

2.3 First-Time Subscriber Grace Period

New subscribers (first-time Pro or Creator tier) may request a full refund within:

• 7 days of initial purchase
• If fewer than 50 credits have been used
• Only one grace period refund per account lifetime

2.4 How to Cancel Subscription

1. Log into your account
2. Go to Account Settings (⚙️ Settings in the menu)
3. Scroll to "Subscription" section
4. Click "Cancel Subscription"
5. Confirm cancellation

Or email: billing@yourdomain.com

3. Credit Refunds

3.1 General Policy

Credits are generally non-refundable once issued, except as outlined below.

3.2 Failed Generations

Credits are automatically refunded if generation fails due to:

• Server errors or timeouts
• ComfyUI model crashes
• System outages during generation
• Any error with status "failed" in your generation history

Automatic refund: Credits returned to your account within 5 minutes.

3.3 Defective Generations

Credits may be manually refunded for:

• Audio file is corrupted or unplayable
• Generation is silent or contains only noise
• Major technical glitch in output quality

How to request: Email support@yourdomain.com with generation ID within 48 hours.

3.4 Unused Credits at Cancellation

Unused credits at the end of a billing period:

• Do NOT roll over to next month
• Are NOT refundable when you cancel
• Expire at the end of each billing cycle

Exception: If we terminate your account without cause, unused credits may be refunded.

4. Service Outage Compensation

4.1 Scheduled Maintenance

Scheduled maintenance (announced 24+ hours in advance) does not qualify for refunds or credit compensation.

4.2 Unplanned Outages

Compensation for unplanned service outages:

• Less than 6 hours: No compensation
• 6-24 hours: 10% account credit (in credits, not money)
• 24-48 hours: 25% account credit
• 48+ hours: Full month refund + 50 bonus credits

Outage time is calculated from public status page updates.

4.3 Partial Outages

If only certain features are unavailable (e.g., Quality model down but Turbo works), compensation is reduced by 50%.

5. Billing Disputes

5.1 Unauthorized Charges

If you see charges you didn't authorize:

1. Email billing@yourdomain.com immediately
2. Provide transaction details (date, amount, last 4 digits of card)
3. We will investigate within 5 business days
4. Confirmed unauthorized charges will be fully refunded

5.2 Duplicate Charges

Duplicate charges due to payment processing errors will be refunded in full within 5-10 business days.

5.3 Incorrect Tier Charges

If charged for wrong tier (e.g., Creator price but subscribed to Pro):

• Difference refunded within 5 business days
• Credits adjusted to correct tier allocation

6. Refund Request Process

6.1 How to Request a Refund

1. Email: billing@yourdomain.com
2. Include:
   • Account email address
   • Reason for refund request
   • Transaction date and amount
   • Generation ID (if applicable)
3. Subject line: "Refund Request - [Your Account Email]"

6.2 Response Timeline

• Initial Response: Within 2 business days
• Investigation: 3-5 business days for complex cases
• Refund Processing: 5-10 business days after approval

6.3 Required Information

To expedite your refund request, provide:

• Specific reasons qualifying for refund per this policy
• Screenshots or evidence (for defective generations)
• Detailed explanation of the issue

7. Refund Methods

7.1 Payment Method Refunds

Refunds are issued to the original payment method:

• Credit/Debit Card: 5-10 business days (via Stripe)
• PayPal: 3-5 business days
• Bank Transfer: 7-14 business days

7.2 Account Credit Alternative

For minor amounts (under $5), we may offer account credit instead of refund:

• Credits applied immediately
• Never expire (unless account is terminated)
• Can be used at any tier

You may decline and request payment refund instead.

8. Chargebacks

8.1 Before Filing a Chargeback

Please contact us first. Chargebacks:

• Take longer to resolve than direct refund requests
• May result in account suspension during investigation
• Incur fees that reduce your refund amount
• Damage credit card processing relationships

8.2 Chargeback Policy

If you file a chargeback:

• Your account will be immediately suspended
• We will provide transaction evidence to your bank
• If chargeback is upheld, account remains suspended
• If chargeback is reversed, account may be reinstated (review required)

8.3 Fraudulent Chargebacks

Filing chargebacks for legitimate charges may result in:

• Permanent account termination
• Reporting to fraud prevention services
• Legal action for damages

9. Special Circumstances

9.1 Medical/Personal Hardship

We understand unforeseen circumstances occur. Contact us for case-by-case review:

• Serious illness or hospitalization
• Death of account holder (family may request refund)
• Financial hardship (documentation may be required)

9.2 Account Termination by Us

If we terminate your account for policy violations:

• No refund for current billing period
• No refund for unused credits
• Exception: If termination was in error, full refund issued

9.3 Service Discontinuation

If we discontinue the service entirely:

• Minimum 60 days advance notice
• Pro-rated refund for remaining subscription time
• Grace period to download all generated content

10. Non-Refundable Items

The following are never refundable:

• Subscription fees after 7-day grace period (first-time only)
• Successful generations (regardless of satisfaction)
• Credits spent on working generations
• Expired unused credits from previous months
• Fees for account termination due to violations
• Third-party integration costs (if any)

11. Refund Abuse Policy

11.1 Refund Limits

To prevent abuse:

• Maximum 2 refund requests per 12-month period
• One grace period refund per account lifetime
• Excessive refund requests may result in account review

11.2 Suspected Fraud

We reserve the right to:

• Reject refund requests suspected of fraud
• Require additional verification for unusual patterns
• Terminate accounts engaging in refund abuse

12. Changes to Refund Policy

We may update this Refund Policy with 30 days notice. Changes do not affect existing subscriptions until renewal.

13. Contact for Refunds

Billing & Refunds Team
Email: billing@yourdomain.com
Response Time: Within 2 business days
Phone: [Your Support Phone] (Mon-Fri, 9am-5pm EST)

For general support (non-refund): support@yourdomain.com