Effective date: August 15, 2026

This Policy explains how Imagine Image handles cancellations, credit restoration, refund requests, unauthorized or duplicate charges, payment disputes, and fraud for products purchased through imagineimage.io.

It forms part of our Terms of Service. Nothing in this Policy limits a refund, cancellation, withdrawal, warranty, or other consumer right that cannot lawfully be excluded.

Imagine Image sells access to digital AI generation services through credits. Digital access and credits are normally added to your account shortly after the payment provider confirms payment, and generation costs are incurred as requests are processed.

The product details displayed before payment—including price, currency, included credits, validity period, billing interval, and renewal status—form part of your purchase. Unless the checkout page expressly says otherwise:

• Annual plans are one-time purchases, do not automatically renew, and provide credits valid for 12 months.
• Monthly subscriptions automatically renew each month until cancelled and provide credits for the applicable monthly validity period.
• One-time credit packs do not renew and provide credits valid for one month.

Unused credits expire at the end of their stated validity period and do not roll over unless the product description expressly says otherwise.

You may cancel a monthly subscription through the available billing portal or by emailing [email protected] from the address associated with your account. Submit the request before the next renewal date. Cancellation takes effect for future billing; you ordinarily keep access to the credits already purchased until their expiration date.

Cancellation does not automatically refund the current or a previous billing period. Annual plans and one-time packs do not recur and therefore do not need to be cancelled.

If a renewal is charged after a cancellation was properly completed before the renewal deadline, contact us with the cancellation confirmation so we can investigate.

We review refund requests individually. A cash refund or payment reversal may be available when:

• The same order was charged more than once because of a verified billing error
• A payment was unauthorized and the claim can be verified
• Payment completed but the purchased credits or plan were not delivered, and we cannot correct the issue within a reasonable time
• We charged a renewal after a timely and confirmed cancellation
• The Service or purchase was materially different from the checkout description and we cannot provide a reasonable correction
• Applicable law requires a refund, cancellation, withdrawal, or other remedy

We may first offer to activate the order, restore missing credits, repair access, or correct the billing error when that fully resolves the issue and applicable law permits it.

For an unauthorized transaction, notify your payment provider and contact us as soon as possible. We may ask for the account email, order number, payment date, amount, and information reasonably needed to confirm the request. Do not send a full card number or security code.

Except where law requires otherwise, refunds are normally not provided for:

• Credits already used for completed generation, editing, music, lyrics, prompt, or other paid requests
• A completed Output that does not match personal taste, expectations, preferred style, prompt interpretation, realism, composition, or similarity
• Changes of mind after digital access has been delivered or credit usage has begun
• Unused credits that expired under the validity period clearly disclosed for the product
• Failure to cancel a monthly subscription before renewal
• Inability to use the Service caused by an unsupported device, local network, browser configuration, lost credentials, regional restriction disclosed before purchase, or a third-party service outside our reasonable control
• Account restriction or termination resulting from fraud, account sharing, payment abuse, prohibited content, safety circumvention, or another material breach of the Terms
• Bank fees, card fees, exchange-rate differences, or charges imposed by a payment provider or financial institution rather than Imagine Image

Use of some—but not all—credits does not ordinarily entitle you to a proportional cash refund for the unused balance. We may grant a discretionary credit or refund in an exceptional case, but doing so once does not create an obligation to do so again.

Digital credits and generation access may be supplied immediately after purchase. In some countries, you may have a statutory cancellation or withdrawal period unless you expressly request immediate performance and acknowledge the effect on that right. Any such right applies according to local law and the consent, disclosure, and usage records associated with your checkout.

Statutory remedies for a service that is not supplied, is not as described, or fails an applicable legal guarantee remain available where they cannot be waived. Contact us so we can assess the order under the law that applies to you.

A generation can fail or be blocked because of provider downtime, a safety filter, invalid or unsupported input, queue load, network failure, account restriction, or model behavior.

When our records confirm that a request failed before a usable Output was delivered, the Service may automatically restore the charged credits. If restoration does not occur, contact us with the generation identifier and approximate time. Credit restoration, rather than a cash refund for the underlying plan or pack, is normally the appropriate remedy for an isolated failed request.

A pending or delayed request is not automatically a failed request. A technically completed Output is not considered failed solely because it is inaccurate, contains artifacts, or differs from your creative expectation. You remain responsible for reviewing AI Outputs.

Email [email protected] from the address associated with your account and include:

• Your account email
• Order number or payment-provider reference
• Payment date, product, currency, and amount
• A concise description of the issue
• Relevant screenshots or cancellation confirmation, with sensitive payment details removed

Submit the request promptly after discovering the issue. We may verify account activity, order status, credit use, generation logs, cancellation timing, support history, and payment-provider records. We may deny or limit a request that cannot be verified, is inconsistent with usage records, or involves abuse, while preserving rights required by law.

Approved refunds are normally returned to the original payment method. The payment provider and financial institution control when the funds appear. Taxes and processor-handled amounts are refunded only to the extent supported by the processor and required by law.

Contact us before opening a chargeback when practical so we have an opportunity to correct an access or billing issue. Filing a payment dispute may require us to restrict the disputed credits or account while the processor reviews the claim, preventing further use of value that may be reversed.

We may provide the payment processor, bank, or card network with relevant order, login, cancellation, generation, credit-use, policy, and communication records. We will disclose only information reasonably relevant to the dispute.

A good-faith dispute does not by itself violate our Terms. Knowingly false information, repeated use followed by dishonest chargebacks, use of stolen payment methods, or coordinated dispute abuse may result in termination and recovery of losses where permitted by law.

We may review orders and account activity for stolen payment methods, unauthorized access, false billing details, promotion or referral abuse, account sharing or resale, multiple-account evasion, automation abuse, API misuse, safety circumvention, or other suspicious activity.

We may delay fulfillment for verification, decline an order, reverse improperly issued credits or referral rewards, restrict payment methods, suspend access, or terminate accounts where reasonably necessary to prevent fraud or protect the Service. Serious fraud, child-safety violations, non-consensual intimate content, security attacks, or illegal activity may be reported to relevant processors, platforms, or authorities.

Fraud controls may make mistakes. Contact us if you believe an order or account was incorrectly restricted.

We may update this Policy to reflect product, payment, fraud, or legal changes. The revised version applies from the effective date shown above. A change will not retroactively remove a mandatory right that applied when you purchased.

For cancellations, billing errors, refunds, unauthorized charges, or payment disputes, contact [email protected].