Refund & Dispute Policy

Last updated: EFFECTIVE DATE

This policy covers refunds for Greetly AI subscriptions and credit packs, and what to do if something looks wrong with a charge. Hardware is covered separately in the Hardware Returns & Shipping policy.

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The short version

• A generation that fails on our side returns its credits to you automatically.
• Double charges and billing errors are always refunded.
• Monthly subscription fees are not refunded for partial months. Adjust if a refund window is offered — see below.
• Cancelling removes all remaining credits, including purchased credit packs. Use your credits before you cancel.
• If a charge looks wrong, contact us first — we can usually fix it the same day.

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Subscriptions

Plans are billed monthly in advance, in US dollars. When you cancel, you won't be charged again.

We don't refund subscription fees for the current or past billing periods, including unused credits in that period, except:

• where we charged you in error;
• where the service was unavailable to you for an extended period because of a fault on our side; or
• where the law requires a refund.

[[OPTIONAL — delete if not offered: First subscription. If you're not satisfied with your first paid month, email us within NUMBER days of the first charge and we'll refund it in full.]]

Credit packs

Credit packs are one-time purchases. **Unused credit packs can be refunded within NUMBER days of purchase**, provided none of the pack's credits have been used. Once any credits from a pack have been used, it can't be refunded.

Purchased credits carry over from month to month while your subscription is active. They are removed when your subscription ends and can't be refunded after that. See the Cancellation Policy.

Credits returned automatically

You don't need to ask for these:

• If a generation fails, is blocked by content screening, or is cancelled before it completes, the credits it reserved are returned to your balance.
• Sending a visual from your history to a screen again doesn't use credits.

Billing errors

If you've been charged twice, charged the wrong amount, or charged after cancelling, email us and we'll refund the incorrect amount in full.

How to ask for a refund

Email [email protected] with:

• your venue name;
• the date and amount of the charge; and
• a short description of the problem.

We'll reply within NUMBER business days. Approved refunds go back to the original payment method, and usually appear within 5–10 business days, depending on your bank.

If a charge looks unfamiliar

Charges from us appear on your card statement as STATEMENT DESCRIPTOR. If you see a charge you don't recognise, check with others at your venue who manage billing, then contact us.

Disputes and chargebacks

Please contact us before disputing a charge with your bank. Most billing problems can be resolved quickly and directly, and a formal dispute takes weeks for everyone involved.

If a dispute is opened, we'll provide our records of the charge to the card issuer. While a dispute is open, we may pause the account's paid features. If the dispute is resolved in our favour, access is restored.

Contact

LEGAL ENTITY NAME
BUSINESS ADDRESS
Email: [email protected]
Phone: PHONE