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Refund policy.
When you get your money back, when you get credits back instead, and how to ask.
Effective [EFFECTIVE DATE]. This policy sits alongside our terms of service and does not reduce any right you have under local consumer law.
The short version
- A creation that fails or is rejected does not cost you anything. Credits come back automatically.
- You can cancel a monthly plan at any time. It stops renewing, and you keep the allowance you have already paid for until it expires.
- Credits you have already spent on successful creations are not refundable.
- If something went wrong, or you were charged twice, contact us. We would rather fix it than argue.
Failed or rejected creations
Credits are reserved when a creation starts and only kept when it succeeds. If the provider fails or rejects the request, the reserved credits are returned to your balance automatically, and we do not charge twice for the same creation.
If a request's outcome is genuinely unknown, it can stay pending while we confirm it with the provider. That is not a lost credit, and no extra credits are taken. Please contact us about a stuck job instead of repeatedly creating replacements, as each new creation is a new charge.
Monthly plans
- Cancelling. Cancel from the billing controls in your account. Cancellation stops the next renewal. Your current period's credits stay usable until they expire at the period end.
- Already-renewed periods. Monthly credits are added at the start of each period and expire at the end of it. Because a period's allowance is available to you immediately, we do not usually refund a period that has already started and been used.
- Unused periods. If you cancel shortly after a renewal and have not used that period's credits, contact us. We may refund it at our discretion.
- If we end a plan. If we withdraw a plan you have paid for and you have not broken our terms, we will refund the unused part of your current period.
Credit top-ups
A top-up buys 200 credits for $20, and those credits do not expire.
- Unused top-up credits can be refunded if you ask us within 14 days of purchase and none of that top-up has been spent.
- Once the credits from a top-up have been used on successful creations, that part is not refundable.
- If credits were taken for a creation that failed, they are restored to your balance rather than refunded in cash.
Your statutory rights
If you live in a country that gives consumers a cooling-off or withdrawal period for digital purchases, for example in the UK or the EU, you may have the right to cancel within that period. Where you asked us to supply credits immediately and they have been used, that right can be reduced or lost for the used part. Nothing in this policy removes a right you have by law, and if this policy conflicts with your local consumer law, your local law wins.
How to ask
Email sales@understudy.my from the address on your account, with:
- your account email;
- the date and amount of the payment, or the Stripe invoice or receipt number;
- what went wrong, and a content ID if the request is about a specific creation.
We aim to reply within two business days. If we approve a refund, we send it through Stripe to the original payment method; it usually appears within five to ten business days depending on your bank. Cash refunds are processed in the currency you were charged.
If we refund a payment, the credits that payment granted are removed from your balance. We do that at the same time so your account does not keep credits you have been refunded for.
Duplicate charges and disputes
Duplicate invoice events do not award credits twice, and a creation that was already charged is not charged again. If you see a charge you do not recognise, contact us before raising a dispute with your bank — we can usually resolve it faster, and we can show you exactly which creation a charge relates to.