We want you to understand the product before using it. This policy explains when a Open AI Image purchase can be refunded, how subscription cancellation differs from a refund, and what happens to the related credits and benefits. Mandatory consumer rights under applicable law are not limited by this policy.
Eligibility for a new purchase
A new subscription purchase or one-time credit-pack purchase may be eligible for a refund when both of these conditions are met:
- You contact support within three days of the purchase.
- The purchase is unused: no credits from that purchase have been consumed and no included unlimited-video benefit has been used since the purchase.
Check the plan, billing interval, credit amount and included model settings before starting. Generation services incur costs when used, so dissatisfaction with the artistic result of a successfully completed task does not automatically make a used purchase refundable. A confirmed technical failure is handled through the task's credit-restoration process and is different from refunding the entire purchase.
Free grants, bonus credits and promotional balances do not have a cash refund value. A separate offer may have specific terms displayed before checkout; those terms apply to that offer without removing any mandatory rights.
Unlimited benefits and used purchases
Using the included unlimited-video benefit counts as usage even if the credit balance has not changed. Do not assume that a zero-credit generation leaves a Premium purchase unused. The seven-day video window continues to run after purchase; closing the site does not pause it.
Requests involving a used purchase are reviewed against the applicable offer and legal requirements. If an exception is approved, support will explain the amount and the treatment of any consumed service before proceeding. An exception is not a promise that every later request will be approved. See Seedance Unlimited Explained for eligible models, settings and queues.
Subscription renewals and cancellation
Automatic renewal charges are not normally refundable under the unused-new-purchase policy. Cancel renewal before the next billing date if you do not want another period. This does not affect any remedy required by applicable law or a verified duplicate or incorrect charge.
Manage your subscription in billing settings. Canceling renewal stops future scheduled renewals; it does not refund the current payment or immediately remove access to the already-paid term. For a yearly subscription, the remaining scheduled monthly credit installments continue through that term unless the purchase is refunded or otherwise reversed.
One-time credit packs do not renew and therefore do not need subscription cancellation. Starter credits expire after 180 days; the other standard one-time packs expire after 365 days. Credit expiry is not a new charge. A separate experience offer follows the validity shown for that offer.
How to request a refund
Contact support from the account associated with the purchase and include:
- The order number or payment reference.
- The purchase date, amount and currency.
- The reason for the request and any relevant error or duplicate-charge details.
Do not include your password, full card number, security code or private authentication tokens. If you paid before signing in, you may need to verify ownership of the checkout email to access the order and submit the request. Merely providing an email address is not enough to take control of someone else's purchase.
We may ask for limited additional information to locate the payment, verify ownership and confirm usage. Keep the request tied to the original order so that repeated messages do not create conflicting instructions.
Processing an approved refund
Approved refunds are returned through the original payment method where the provider supports it. The time until funds appear depends on the provider, bank and payment method; a refund approval is not a guarantee of same-day settlement. Exchange-rate differences or provider handling can affect the amount displayed in your local currency.
Any permitted non-recoverable processing fee or deduction will be explained before an exceptional partial refund is accepted. We do not require a new purchase, a separate transfer or payment to a personal account in order to release a refund.
A refund revokes the credits and entitlements associated with the refunded purchase, including future installments or unlimited access that depend on it. Refunds do not duplicate credit restoration for an already-reconciled task. We may need to wait for an unresolved generation or payment status to be confirmed before calculating the correct amount.
Payment issues and disputes
If you see an unauthorized, duplicate or incorrect charge, contact support promptly with the relevant reference so it can be investigated. You retain the right to use your payment provider's dispute process and any rights granted by law. Access may be restricted where necessary to prevent further unauthorized use or while the ownership and payment status are being resolved.
The date above identifies the current policy. For questions about eligibility, contact support before using a purchase when possible. We will review the actual order and usage rather than treating a general example as a promise about your particular case.