Refunds
Refund policy
Purchases are sold by Playweave, Inc.. Request a refund by emailing support@playweave.ai from the address on your account. You do not need to provide a reason.
Summary
- Unused credit packs are refundable within 14 days.
- Partly used packs are refundable for the unused portion within 14 days.
- Missing, corrupt or misdescribed purchases are refundable.
Credit packs
Unused packs. Request a refund within 14 days of purchase for a full refund.
Partly used packs. Request a refund within 14 days for the unused credits at the price you paid. For example, if 600 of 800 credits remain from a $20 pack, the refund is $15.
Spent credits are not refundable unless a generation failed or applicable law requires otherwise. After 14 days, we still correct failures caused by Playweave, but we do not guarantee change-of-mind refunds.
Marketplace purchases
An approved refund removes the asset from your library. We retain a record that access was granted and later withdrawn.
Paid with credits. Credits go back to you and come back off the seller.
Paid with money. You are refunded through Stripe; the seller's share and our commission are reversed.
Downloaded files cannot be recalled, so we do not guarantee a change-of-mind refund after download. We do refund files that are missing, corrupt or materially different from their listing.
Subscriptions
Cancelling stops the next renewal. Your plan remains active until the end of the current billing period, and we do not provide automatic partial-month refunds.
Your first subscription payment is refundable within 14 days on the same unused or partly used basis as a credit pack. An unwanted renewal is also refundable within 14 days if none of the credits granted by that renewal have been spent.
Credit adjustments
A refund reverses the credits it purchased. A full refund removes all of them; a partial refund removes the corresponding portion.
Your balance never goes below zero. If the reversal exceeds your available balance, we record the difference and you will not be able to buy again until we have sorted it out. We do not deduct that difference from a later pack: if you buy 800 credits, you get 800 credits. Contact support@playweave.ai to settle the account.
UK and EU cancellation rights
Consumers in the UK and EU generally have 14 days to cancel a digital purchase. That right may end when you request immediate delivery and acknowledge that delivery ends the cancellation period. We collect that consent at checkout before making credits available; the tickbox is required before payment.
This policy still applies after that consent, and nothing here limits a right or remedy that cannot legally be waived, including remedies for faulty digital content.
Chargebacks
If you dispute a payment through your bank, we suspend the account while the claim is open and reverse the related credits. If the claim is resolved in our favour, the account and credits are restored automatically. Contacting support@playweave.ai first is usually the fastest way to resolve a problem.
What we do not refund
We do not refund credits spent on completed generations solely because you did not like the result. Generated output varies between runs. We do not provide refunds for accounts suspended for violating the terms or for indirect losses caused by service availability.
Failed generations should return credits automatically. If they do not, contact support@playweave.ai.
Processing time
Approved card refunds are returned through Stripe to the original payment method. Your bank controls when the refund appears, usually within a few working days.
Policy changes
We update this policy as the product changes. The version published when you made a purchase applies to that purchase.