Refund policy

• A picture that could not be made costs you nothing: its credits come back automatically.
• Bought credits you have not touched can be refunded within 14 days.
• A picture that was made is not refunded because you wanted something different.
• If we charged you wrongly, we will put it right.

If a provider fails, times out, or declines your prompt, the credits for that picture are returned to your balance automatically. You do not need to ask, and the picture in your studio says it didn't render. The credits are returned as soon as the failure is recorded, which is usually within a minute or two. If a picture seems stuck for longer than that, write to us.

If you bought a plan or a top-up pack and have not used any of the credits from that purchase, write to us within 14 days of the payment and we will refund it in full. We refund to the card you paid with, through Stripe, and remove those credits from your balance. The refund includes any sales tax or VAT you paid at checkout.

If you have used some of them, that purchase is not refundable, apart from the cases on this page where we charged you wrongly or a picture could not be made.

Free trial credits are not something you paid for, so they are never refunded. A refund also never takes them back: it removes only the credits that came with the purchase being refunded, and whether a purchase is unused is judged on its own credits.

Each picture costs us money to make whether or not you like it, so we do not refund credits for a picture that was made. If it missed what you had in mind, changing the prompt or trying another model usually helps. If you think a picture was charged at the wrong price, or twice, write to us and we will look.

If you were charged twice, charged after you cancelled, or charged an amount that does not match what was shown at checkout, write to us. We will refund what was wrong.

You can cancel any time from Account, under Manage billing. Cancelling stops the next renewal. Your plan and the credits you have already received stay active until the end of the period you paid for. Cancelling does not refund the current period, unless the 14-day rule above applies to it.

Email support@rendrly.online from the address on your account and tell us which payment you mean (the date and amount are enough). We answer within 5 business days. Once a refund is issued, your bank usually shows it within 5 to 10 business days. You can also raise it with Stripe’s support through Link, where you made the purchase. Stripe may sometimes refund a purchase on its own, for example if it asks you a question about it and does not hear back within 48 hours.

Please write to us first: it is faster. If a payment is disputed with your bank, we take back the credits from that payment that you have not used, and we may pause the account until it is settled.

This policy does not limit any right you have under the law where you live. It sits alongside our terms of service.