Refund Policy

1. Overview

img2img Labs, Inc. (“img2img”, “we”, “our”, or “us”) delivers a credit-based AI creation platform. We want every creator to be confident in their purchase, so this policy explains when you may request a refund, how the review process works, and what to expect after approval.

Unless stated otherwise, all refunds are issued to the original payment method through Creem. Credits consumed before a refund request are not reinstated unless we determine that a service outage prevented their use.

2. What’s Eligible?

Full Refunds

• Duplicate charges or billing errors that we confirm
• First-time subscriptions cancelled within 14 days and fewer than 20% of allotted credits are used
• One-time credit packs requested within 7 days when no credits were consumed
• Documented service outages exceeding 72 consecutive hours that prevented generation or downloads

Partial Credits or Refunds

• Annual plans cancelled after 14 days but before 30 days when less than 50% of annual credits are used
• Pro-rated adjustments when we materially reduce features mid-term without an equivalent replacement
• Custom agreements specifying alternate refund terms

Not Eligible

• Change of mind after credits are consumed or downloads delivered
• Accounts suspended for violating our Terms of Service or Acceptable Use rules
• Usage blocked by third-party tools, restrictive firewalls, or unsupported hardware
• Differences in artistic style, subjective dissatisfaction with AI outputs, or expectation mismatches
• Custom development, consulting time, or beta access fees once work has begun

3. Timeframes

• Subscriptions: 14 days from initial purchase for full refunds; 30 days for partial review
• One-time credit packs: 7 days if unused
• Billing disputes: 60 days from the charge date
• Enterprise statements of work: governed by the applicable order form

4. How to Request a Refund

1. Email billing@img2img.online from the address tied to your account.
2. Include the order number, date, amount, last four digits of the card (if applicable), and a concise description of the issue.
3. Attach screenshots or logs that show the problem (failed renders, error messages, invoices, etc.).

Our billing team replies within 2 business days. We may request additional information before making a decision.

5. Review & Resolution

After receiving your request we will:

• Verify account ownership and confirm payment details through Creem
• Review usage logs, credit consumption, and service availability for the affected period
• Offer troubleshooting help if the issue appears solvable without a refund
• Send a written decision within 5 business days of receiving all required information

Approved refunds are typically processed within 5–10 business days, though your bank or card issuer may take longer to post the credit.

6. Subscription Cancellations

Cancelling a subscription stops future renewals but does not automatically trigger a refund. Your access continues until the end of the paid period. You can cancel anytime from the billing dashboard or by emailing support@img2img.online.

If you cancel, any remaining credits stay usable until they expire according to the plan’s grant schedule. Credits expire when your subscription lapses unless otherwise stated in your order form.

7. Chargebacks

We strongly encourage you to contact us before filing a chargeback. Initiating a chargeback without first working with our billing team may delay resolution and could result in account suspension while the bank investigates.

8. Contact

Questions about this policy or pending refund requests can be directed to billing@img2img.online. Please include your account email and order ID for faster support.