Refund Policy

Last updated: August 12, 2026

This policy explains when and how you get your money or credits back. It applies alongside our Terms of Service.

1. Failed generations are refunded automatically

Credits are deducted when you submit a generation, not when it finishes. If a generation fails — a provider error, a timeout, or a job we could not complete — the credits are returned to your balance automatically. You do not need to contact us, and there is nothing to claim.

Refunds appear in your credit history alongside the original charge. If you see a failed generation that was not refunded within 24 hours, email us and we will correct it.

2. Generations you are unhappy with

Generative AI is non-deterministic: the same prompt can produce different results, and results may not match what you had in mind. Because each generation consumes paid compute from the model provider the moment it runs, successful generations are not automatically refundable on the basis of subjective quality.

That said, if something clearly went wrong on our side — a corrupted output, the wrong model running, a charge that does not match the price shown — contact us and we will refund the credits.

3. Subscriptions

Subscriptions renew monthly or annually until cancelled. You can cancel at any time from your account settings or the billing portal; cancellation stops the next renewal and you keep access until the end of the period you have already paid for.

We do not pro-rate partial periods by default. If you were charged for a renewal you did not intend — for example you meant to cancel, or the subscription renewed after you stopped using Scenetra — contact us within 14 days of the charge and we will refund it, provided the credits from that period are substantially unused.

4. Credit packs

One-off credit packs are refundable in full while the credits are unused. Once credits have been spent on generations they cannot be refunded, because the underlying compute has already been paid to the model provider. Unused credits from a pack do not expire.

5. Lifetime licence

The one-time lifetime licence is covered by a 14-day money-back guarantee. Email us within 14 days of purchase and we will refund it in full, no questions asked.

6. Your right of withdrawal (EU/EEA and UK)

If you are a consumer in the EU/EEA or the UK, you normally have 14 days to withdraw from a purchase of digital services without giving a reason.

Because Scenetra gives you immediate access to paid generation, you are asked at checkout to request that we begin performance right away and to acknowledge that you thereby lose your right of withdrawal once the service has been fully performed. Where you have only partly used the service, we will refund the unused portion. This does not affect your statutory rights where the service was faulty or not as described.

7. Bring-your-own-key (BYOK) usage

If you run models with your own provider API keys, those charges are billed to you directly by the provider. We cannot refund them — you would need to raise that with the provider concerned. Our refund policy covers only amounts paid to Scenetra.

8. Chargebacks

If something looks wrong, please contact us first — we can almost always resolve it faster than a bank dispute. Accounts with an open chargeback may be suspended until it is resolved.

9. How to request a refund

Email [email protected] from the address on your account, and include the approximate date of the charge and what went wrong. We aim to respond within 2 business days. Approved refunds go back to your original payment method and typically take 5–10 business days to appear, depending on your bank.

10. Changes to this policy

We may update this policy from time to time. The version in force is the one published here on the date of your purchase.