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Refund and Cancellation Policy

Last Updated: December 29, 2025

1. Subscription Refunds

1.1 Eligible for Full Refund

You may request a full refund if:

• You are a first-time subscriber (Starter, Creator, or Agency plan)
• Request is made within 14 days of initial subscription purchase
• Technical issues prevented use of the Service and our support team could not resolve them
• You were charged incorrectly or without authorization
• The Service did not function as advertised

1.2 NOT Eligible for Refund

Refunds will not be provided for:

• Subscription renewals (only initial purchase qualifies)
• Requests made after the 14-day refund period
• Change of mind after using credits from the subscription
• Dissatisfaction with AI-generated results (subjective quality)
• Failure to cancel before the next billing cycle
• Violation of our Terms of Service resulting in account suspension

1.3 Partial Refunds

We do not offer partial refunds for:

• Unused credits within a billing cycle
• Mid-cycle cancellations
• Downgrading to a lower-tier plan

2. Single Credit Purchases ($1)

• Single credit purchases ($1 USD) are non-refundable once the credit is used
• If the credit was not used due to technical error, contact support for a refund or replacement credit
• Unauthorized charges may be refunded with proof of unauthorized access

3. Promo Code and Referral Credits

• Promo code credits are non-refundable
• Referral credits are non-refundable
• Free tier credits (3 credits) are non-refundable
• Fraudulently obtained credits will be revoked without refund

4. Cancellation Policy

4.1 How to Cancel Subscriptions

To cancel your subscription:

1. Log in to your payment provider account (not the Thumbnail Generator)
2. Navigate to "Library" → "Subscriptions"
3. Find "Thumbnail Generator" subscription
4. Click "Cancel Subscription"
5. Confirm cancellation

Alternatively, you can cancel directly from the cancellation link in your receipt emails from your payment provider.

4.2 When Cancellation Takes Effect

• Cancellation takes effect at the end of the current billing period
• You retain full access to your subscription benefits until the paid period ends
• Credits expire when the subscription ends (no rollover)
• You will not be charged for the next billing cycle

4.3 What Happens After Cancellation

• Your account reverts to the Free tier (3 credits, one-time)
• Generated thumbnails remain in your history according to our Data Retention Policy
• Any unused credits from the cancelled subscription are forfeited
• You may resubscribe at any time (renewal refund policy applies)

5. How to Request a Refund

5.1 Refund Request Process

To request a refund, contact us with:

• Email: bunty.chops1@gmail.com
• Subject Line: "Refund Request - [Your Email]"
• Include:
  • Your account email address
  • Payment transaction ID or receipt
  • Date of purchase
  • Reason for refund request
  • Description of any technical issues (if applicable)

5.2 Refund Processing Time

• Refund requests are reviewed within 2-3 business days
• Approved refunds are processed through your payment provider within 5-10 business days
• Refunds are issued to the original payment method
• You will receive an email confirmation when the refund is processed

6. Unauthorized Charges and Billing Errors

If you notice an unauthorized charge or billing error:

• Contact us immediately at bunty.chops1@gmail.com
• Provide your Gumroad receipt and transaction details
• We will investigate and resolve within 5 business days
• Unauthorized charges will be refunded in full

7. Subscription Pausing

We do not currently offer subscription pausing. You must cancel and resubscribe when ready to resume. Options:

• Cancel before renewal and resubscribe later
• Downgrade to a lower tier if you need fewer credits
• Use the Free tier (3 credits) between subscriptions

8. Refund Exceptions

8.1 Service Outages

• If the Service is unavailable for more than 48 consecutive hours due to our fault, you may request a prorated refund or credit extension
• Scheduled maintenance does not qualify for refunds

8.2 Account Termination for Violation

• If your account is terminated for violating our Terms of Service, no refund will be issued
• This includes abuse, fraud, generating prohibited content, or other violations

9. Chargebacks and Disputes

If you file a chargeback or payment dispute with your bank instead of contacting us:

• Your account will be immediately suspended
• We will provide transaction documentation to your bank/card issuer
• If the chargeback is resolved in our favor, your account remains suspended unless the chargeback is withdrawn
• We encourage you to contact us directly before filing a chargeback

10. EU and UK Consumer Rights

For customers in the European Union and United Kingdom:

• You have a 14-day cooling-off period to cancel digital services
• By using the Service and consuming credits, you waive the right to a refund unless there are technical issues
• Statutory rights under EU/UK consumer protection law are not affected by this policy

11. Currency and Exchange Rates

• All refunds are processed in the original currency (USD)
• If your bank applied currency conversion, the refund will be subject to the current exchange rate
• We are not responsible for exchange rate fluctuations between purchase and refund

12. Refund Policy

Refunds are processed through your payment provider. Please refer to your provider's refund policy for details. If you need help, contact support and provide your transaction details.

13. Contact Information

For refund requests, cancellations, or questions about this policy, contact:

ACAI Software Limited
Jersey, Channel Islands
Email: bunty.chops1@gmail.com
Website: https://thumbgen-ai-e7ed1.web.app

This Refund and Cancellation Policy is part of our Terms of Service. By subscribing or purchasing from Thumbnail Generator, you agree to this policy.