Refund Policy

BrandCanvas AI sells digital credits with instant delivery. Because credits and the brand packages they unlock are delivered immediately and can be consumed right away, all purchases are non-refundable. This policy explains how purchases work, the exceptions we honor, how to dispute a charge, and what happens if you initiate a chargeback.

1. Summary

• Credits are delivered instantly to your account on successful purchase.
• Once credits are added — whether you've used them or not — purchases are non-refundable.
• Generated brand packages, downloads, and assets are also non-refundable as they are digital goods.
• You may stop buying additional credits at any time. There is no recurring subscription unless you explicitly opt into one.
• Unused credits remain on your account and do not expire.

2. What you are buying

A credit is a pre-paid unit that entitles you to one complete Brand Package generation. The generation runs as soon as you confirm the brief and the resulting assets are made immediately available for download and re-export. Because the cost of generating a brand is incurred at the moment of consumption, refunding a used credit is not possible.

3. Statutory right of withdrawal (EU / UK consumers)

For consumers in the European Union and the United Kingdom, the standard 14-day right of withdrawal under the Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013 does not apply to digital content supplied immediately, provided the consumer has given prior express consent and acknowledged that the right of withdrawal is thereby lost. By completing checkout you:

• expressly request immediate performance of the contract;
• acknowledge that your right of withdrawal lapses once the credits are delivered;
• consent to the immediate provision of digital content before the end of the withdrawal period.

4. Exceptions we will refund

We will issue a refund (or restore credits) in the following situations:

• Duplicate charge. Your card was charged twice for the same order.
• Failed delivery. Payment succeeded but credits never appeared on your account after 24 hours.
• Service outage. A confirmed BrandCanvas AI outage prevented you from using the credits you purchased during that window.
• Unauthorized charge. The purchase was made without the cardholder's authorization (after our verification).
• Material misrepresentation. The plan you purchased did not match what was described at checkout.

5. How to request a refund

Email hello@brandcanvas.ai within 30 days of the charge with the following:

• the email address on your BrandCanvas AI account;
• the transaction date, amount, and order or invoice number;
• the last four digits of the card used (never the full card number);
• a short description of the issue and any screenshots if relevant.

We aim to respond within 2 business days and to resolve approved refunds within 10 business days. The actual time for the funds to appear on your statement depends on your bank or card issuer (typically 5–10 business days after we process the refund).

6. Partial refunds and credit restoration

Where a refund is approved but credits have been partially consumed, we may refund the unused portion or restore the consumed credits to your account, at our discretion and depending on what is fairer in the circumstances.

7. Chargebacks

We take chargebacks seriously. Initiating a chargeback for a successful credit delivery without first contacting us may result in:

• immediate suspension of your account pending review;
• removal of generated assets from your library;
• a permanent ban from future use of the service;
• recovery of disputed amounts, chargeback fees, and reasonable administrative costs.

Please email us first — we resolve almost every dispute faster and more fully than a chargeback would.

8. Promotional credits and gifts

Credits received through promotions, referrals, beta programs, or as goodwill are non-refundable, have no cash value, and may expire as stated in the promotion's terms.

9. Taxes

Refunds include any VAT or sales tax originally charged. Currency conversion fees applied by your bank are not refundable as they are outside our control.

10. Contact

Questions about a specific purchase? Email hello@brandcanvas.ai with your order details and we'll get back to you within 2 business days.