At a Glance
- All monetary refunds must be requested directly through Stripe using the receipt, customer portal, or your card issuer's dispute process.
- We do not manually issue or process refunds and cannot send money back by bank transfer, cash, or alternative methods.
- Credits for failed generations are restored in-app (not cash).
- Subscriptions: cancel anytime; renewals are generally non-refundable after the charge settles, except for billing errors or where required by law (handled via Stripe).
- Subjective quality (e.g., “don’t like the output”) isn't refundable.
Definitions
- Generation: a text-to-image or image-to-video job you start.
- Failed Generation: no usable output due to a platform or provider error (API error, timeout, crash). This excludes undesired/low-quality outputs, policy-violating prompts, rate-limits, bad inputs, or your connectivity issues.
- Credit: the unit deducted per generation per your selected model/settings.
Refund Eligibility
1) Subscriptions
- Billing errors / duplicate charges: typically eligible for refund via Stripe, subject to Stripe and card network rules.
- Service outage: if WeeveAI is unavailable to all users for 24+ continuous hours due to our fault, we may support a refund or adjustment via Stripe by providing logs and documentation. Any monetary refund is still processed only through Stripe.
- Renewals: non-refundable after the charge settles, except for errors or where required by law, handled via Stripe or your card issuer. You can cancel anytime; access continues until the end of the current term.
2) Credit Packs
- Unused credit packs: Non-refundable. If you believe a charge was made in error, you must request a review or refund through Stripe (via the receipt/customer portal) or through your card issuer.
- Partially used packs: generally not refundable. We restore credits for Failed Generations in-app based on our logs; any monetary refund remains subject to Stripe/card-network decisions.
- Promo/bonus/referral credits: not refundable or redeemable for cash and may be subject to expiration.
3) Failed Generations
- If a credit was deducted for a Failed Generation, we automatically restore that credit or re-run the job at no charge, based on our server and provider logs. This is done in credits only, not cash.
- Undesired/low-quality results are not eligible for refund; AI outputs are probabilistic and creative.
4) One-time Purchases
- If a one-time digital service is not delivered due to our fault, we will either re-deliver or provide supporting evidence to Stripe so they can process a refund if appropriate. Any monetary refund is executed through Stripe.
- Delivered/consumed digital services are generally not refundable, except as required by law and handled via Stripe or your card issuer.
Non-Refundable Cases
- Consumed services (used credits, completed generations with outputs).
- Change of mind or unmet subjective expectations.
- User error, misuse, violating prompts, or failure to follow guidelines.
- Third-party connectivity, local hardware/network issues, or rate-limit throttling.
- Expired credits/services and promotional/bonus credits.
- Accounts flagged for abuse, fraud, or policy violations.
How Refunds Are Requested (via Stripe)
WeeveAI does not manually issue refunds. All monetary refunds, reversals, and disputes are handled directly through Stripe and/or your card issuer. To request a refund or dispute a charge:
- Locate your Stripe receipt or payment confirmation email sent at the time of purchase, or find the charge on your bank/card statement.
- Use the "View receipt", "Manage billing", or similar link in the Stripe receipt or customer portal, or follow your bank's instructions to open a dispute.
- Follow the steps provided by Stripe or your card issuer. Any refund, partial refund, or denial is determined under their policies and card-network rules.
We may provide technical logs or confirmation to Stripe/card networks where needed, but we do not directly send or route refund payments, and we cannot override their decisions.
Regional Rights (EU/UK and Similar)
For digital content, you may have a statutory withdrawal right. By starting a generation immediately after purchase, you request immediate performance and acknowledge that the withdrawal right may be waived once delivery begins, to the extent allowed by law. This policy does not limit any mandatory consumer rights that apply in your jurisdiction; such rights are generally exercised through Stripe or your card issuer.
Disputes & Chargebacks
- You may always open a dispute or chargeback via your bank/card issuer if you believe a charge is unauthorized or incorrect. Such disputes are handled under card-network and Stripe rules.
- During an active chargeback, your account may be placed on hold while Stripe/card networks review the case. Repeated or unfounded chargebacks may result in account suspension or termination.
Changes to This Policy
We may update this Refund Policy to reflect service or legal changes. We'll post the updated version with an effective date. Your continued use of WeeveAI after changes take effect constitutes acceptance of the updated policy.