Refund Policy

What qualifies for a refund

• New purchases — your first subscription charge, or a credit pack on an account we haven’t refunded before, within 7 days of the charge and with fewer than 20 credits used since. Charges made under a promotional discount aren’t eligible.
• Technical issues — failed generations that weren’t automatically refunded, billing errors, or duplicate charges, or charges you didn’t authorise. We fix these regardless of timing — the 7-day window above doesn’t apply to them.
• Unauthorized charges — someone used your payment method without your knowledge. Email us before your bank; it’s faster for everyone.
• Statutory rights — consumers in the EEA, UK, and other jurisdictions with a legal right of withdrawal keep those rights in full. Note that under those laws the withdrawal right can end once you start using the Service (for example, by running a generation).

Renewals you meant to cancel and purchases outside the windows above are generally non-refundable — but email us anyway and explain what happened. We consider goodwill exceptions case by case; we just can’t promise them here.

How to request a refund

1. Email support@terrads.com from the address on yourTerrads account.
2. Include the charge date or invoice number.
3. Tell us why — one or two sentences is enough. The more specific you are about what didn’t work, the faster we can both move on, and it helps us improve the product.

We respond within two business days. Approved refunds show up on your statement 5-10 business days after we issue them (that’s your card issuer’s timeline, not ours).

Credit packs and subscriptions

Credit packs are refundable in full within 7 days of purchase if the pack is substantially unused (fewer than 20 credits spent since the charge) and the account hasn’t been refunded before. Credits live in a single shared balance, so we can’t refund partially-used packs credit-by-credit.

Subscriptions can be cancelled anytime from billing settings — you keep access until the end of the period you paid for. We don’t pro-rate or refund the current period on cancellation. Your first subscription charge is refundable in the 7-day window described above; after a refund the subscription is cancelled and any remaining subscription credits are removed. Credit-pack credits you purchased separately stay on your account.

Failed generations

When an AI model errors out, times out, or returns nothing useful, our worker automatically refunds the credits within a few minutes. You don’t need to email us. A refund returns credits to where they came from: subscription credits from an allowance that has since renewed or been cancelled expire like any unused subscription credits; credit-pack credits always come back. If you see a failed generation that wasn’t refunded after an hour, other than subscription credits that expired that way, that’s a bug — let us know and we’ll fix it AND credit the difference.

Before you file a chargeback

We’ll always refund faster than your bank can run a dispute. A chargeback costs us a fixed fee that’s often more than the purchase amount, and hurts our standing with the payment network — but the refund is the same money to you either way.

So please email us first. A chargeback on a charge we’ve already offered to refund is the usual reason we stop accepting orders from a payment method. The Terms set out the other cases — fraud, abuse, or a serious breach — where we may suspend or close an account.

Fraud prevention

If our fraud signals flag a charge as suspicious (card-testing patterns, mismatched country/IP, abnormal velocity), or the card issuer reports it as possibly fraudulent, we’ll pre-emptively refund it, cancel the subscription on that account straight away so the card isn’t charged again, and reach out. The plan credits left in the current period end with the cancelled subscription. This isn’t a judgment about you — it’s how we protect the payment infrastructure that keeps Terrads working for everyone else.

Contact

Email support@terrads.com with “refund” in the subject. Or open your billing settings to manage your subscription directly.