In short: You pay for images with credits. If an image fails to generate, its credits come back automatically. You can cancel a subscription at any time, and unused credits you bought can be refunded within 14 days. If something went wrong, email [email protected] and we will make it right.
1. How credits work
- One credit is one image at 2K resolution.
- A 4K image costs 2 credits, and some premium models cost 2 credits per image.
- Editing or re-generating an image costs the same as making a new image.
- The cost is always shown before you start.
- Credits have no cash value, cannot be transferred to another account and can only be used on Product Aura.
Current plans, credit packs and prices are on the Billing page, where you can also see every credit added, spent and refunded.
2. Kinds of credits
| Kind | How you get them | Expiry |
|---|---|---|
| Free credits | 20 credits when you create an account. No card needed. | [OWNER: no expiry, or expire after [X] days] |
| Plan credits | Added each billing period while you have a subscription (monthly or yearly). | [OWNER: choose (A) expire at the end of the billing period, or (B) roll over while the subscription is active and expire [X] days after it ends] |
| Bought credits | One-time credit packs. [OWNER: confirm whether packs are open to every account or only subscribers.] | [OWNER: no expiry, or expire [X] months after purchase] |
We spend the credits that expire soonest first. [OWNER: confirm the spending order: free, then plan, then bought.] Free credits are limited to a few new accounts per network per day, and accounts made to collect free credits can be closed. [ACCOUNTANT/LAWYER: confirm that expiry is allowed and what notice is needed (08 C2 question 4). Until decided, credits are granted without expiry.]
3. Failed images are refunded automatically
If an image fails to generate, for example because the AI service had an error, took too long or its safety filter refused the image, the credits for that image go back to your balance automatically. You do not need to ask.
If an image was made but is clearly broken, for example the product is missing or badly distorted, email [email protected] with a link to the image set and we will look at it. [OWNER: decide whether to return credits for clearly broken images, and whether a free re-generation is offered instead.] We do not refund credits because you prefer a different style or would like more variations, since those can be changed with an edit or re-generation.
4. Subscriptions
- You can cancel at any time in the Stripe billing portal, which you open from the Billing page.
- When you cancel, your plan stays active until the end of the period you already paid for, and it does not renew. [OWNER: say what happens to unused plan credits after that, in line with the expiry choice above.]
- We do not give partial refunds for the rest of a billing period you have already started, except where section 6 or the law gives you a right to one. [ACCOUNTANT/LAWYER TO CONFIRM, especially for yearly plans.]
- If you forgot to cancel and have not used any credits from the new period, email us within [OWNER: 7] days of the renewal and we will refund it. [OWNER: confirm this goodwill rule, or remove it.]
5. Credit packs
If you have not used any credits from a pack, you can ask for a full refund within 14 days of buying it. After that, or once you have started using a pack, we do not refund the unused part, except where section 6 or the law gives you a right to it. [ACCOUNTANT/LAWYER TO CONFIRM: the refund window, and whether a partly used pack should be refunded for its unused share (08 C2 question 5).]
6. Your right to cancel in the EU and UK
If you are a consumer in the EU or the UK, you normally have 14 days after a purchase to cancel it without giving a reason. Product Aura is digital, and it starts working as soon as you generate images. So at checkout we ask you to:
- agree that we can start providing the service straight away; and
- confirm that you understand you lose your right to cancel for credits you have already used.
If you cancel within 14 days and have not used any of the credits from that purchase, you get a full refund. If you have used some, we refund the credits you have not used. [ACCOUNTANT/LAWYER TO CONFIRM: the exact wording, and whether the refund for a partly used purchase is the unused share or nothing.] [OWNER: the checkout checkbox for this consent is planned but not built yet. It must be live before we take payments from EU or UK customers.]
To cancel, email [email protected] from your account email within 14 days, saying which purchase you want to cancel. You can also use this model text: “I hereby give notice that I withdraw from my contract for the following purchase: [purchase and date], [your name], [your account email], [date].” [LAWYER: confirm the model withdrawal form text.]
7. If we close your account or stop the service
- If we close your account because you broke our Terms of Service or Acceptable Use Policy, unused credits are lost and we do not give a refund, unless the law says otherwise.
- If we close your account for any other reason, or stop offering Product Aura, we refund unused bought credits and the unused part of a prepaid plan. [LAWYER: confirm.]
- Free credits are never refunded or exchanged for money.
8. Chargebacks and payment disputes
Please email us before you open a dispute with your bank. We can usually fix a problem faster. If you do open a chargeback or dispute, we may remove the disputed credits from your balance, even if this makes the balance negative, and pause image generation on your account until the dispute is settled. If the dispute is decided in our favour, we add the credits back and lift the pause. If it is decided in your favour, you get your money back through your bank and the credits stay removed. [LAWYER: confirm (08 C2 question 6).]
For a credit pack bought before having an account, a refund or a chargeback also removes those credits, and a chargeback pauses the API key that was shown at checkout until it is resolved.
9. How to ask for a refund
Email [email protected] from the email address on your account, with the date of the purchase and a short reason. We reply within [OWNER: 2] business days. Approved refunds go back to the original payment method through Stripe. Your bank may take several business days to show it. When we refund a purchase, we remove the matching unused credits from your balance.
These rules do not limit any rights you have under consumer law. See also our Terms of Service and Privacy Policy.