01Credit packs
A credit pack is refundable in full for 14 days after purchase, as long as the credits are still in your balance. Go to Billing, find the purchase, and press Request refund. Tell us why in a sentence — it helps us fix whatever sent you there. The credits are held from the moment you ask, so nothing is spent by accident while we look.
If you have used some of the credits from a pack, the pack is no longer refundable as a whole: credits are not tracked pack by pack once they are in your balance, and a partial refund would need us to guess which ones you spent. If something went wrong with what you generated, section 3 is the route.
A refund goes back the way you paid — to the same card, wallet or mobile-money account — through the same payment partner. Once approved, the credits leave your balance and the money is on its way.
02Plans
A plan renews at the start of each period. You can cancel at any time in Billing; you keep the current period and are not charged again. We refund a plan charge in full within 14 days of it being taken if none of that period's credits have been used — the same rule as a pack. A renewal you forgot to cancel and have not used counts. Plan refunds are handled by email (section 5), and cancelling the plan is part of it.
Beyond 14 days, or once you have used the period's credits, a plan charge is not refunded, except where section 8 says otherwise.
03Failed generations
You are never charged for a generation that fails on our side. If a model errors, times out or returns nothing, the credits are put back into your balance automatically — you will see the reversal on the same line in Billing. If a job stops reporting progress for fifteen minutes, our sweeper fails and refunds it without you asking.
A result that arrived but is not what you wanted is not a failure. Working with AI means some outputs miss; that is why the studio lets you regenerate and change the prompt. If you think a tool is consistently producing broken output — not merely disappointing output — write to hello@anystudio.ai with the generation IDs and we will look, and we will credit you where we agree.
04Organization invoices
An organization on a credit line is invoiced for credits its people actually used, after the fact, so there is nothing unused to refund. If you believe an invoice is wrong — a line that should not be there, a rate that does not match your agreement — tell us before the due date and we will hold collection while we check. An invoice we agree was wrong is voided and reissued; an overpayment is credited to the next invoice or returned by bank transfer, whichever you prefer.
05How to ask
- In the app — Billing › Purchases › Request refund on the purchase. This is the fastest route, and the only one that holds the credits while we decide. You can withdraw the request from the same place.
- By email — refunds@anystudio.ai from the address on your account, with the purchase reference from Billing. Use this for plan charges, when you cannot sign in, or for anything section 8 covers.
We reply to every request with a decision and the reason for it. If we refuse, we say what would change the answer.
06How long it takes
We decide within two working days of a request. Once approved, the money is released to the payment partner immediately. How long it takes to show on your side is up to them and your bank: cards usually take 5–10 working days, mobile money and wallets are often the same day, and bank transfers arrive within 3–5 working days of us sending them.
07What is not refundable
- Credits you have used. A generation that was delivered was paid for.
- The free credits you were given when you joined, or as part of a promotion. They were never paid for.
- A purchase older than 14 days, unless it falls under section 3 or section 8.
- Purchases on an account that was closed for breaching the Terms.
- Payment-partner fees and currency-conversion differences charged by your bank, which we do not control and do not receive.
08Your statutory rights
Nothing here takes away a right the law gives you where you live. In the UK and the EU, digital content you have started using is normally excluded from the 14-day cooling-off right, but you keep every remedy for content that is faulty or not as described. In Nigeria, Ghana, Kenya, South Africa and elsewhere, your consumer-protection laws apply in the same way. If you think a refusal was wrong, write to refunds@anystudio.ai and say so; a different person looks at it.
Where Paddle is the merchant of record for your purchase, Paddle's refund handling applies alongside this policy, and a request to us is passed to them on your behalf.