Legal

Refund & Credits Policy

Last updated: April 23, 2026 · Clear answers to what happens if something goes wrong, a job fails, or you want your money back.

1. The Short Version

Credit purchases are generally non-refundable — but we are not trying to keep your money if something goes wrong on our end. If a job fails through no fault of yours, we make it right with a credit refund. If there was a billing error, we fix it. If you have a genuine dispute, talk to us before going to your bank.

2. Credit Purchases

snapshots.cloud operates on a prepaid credit system. Credits are purchased in advance and consumed when you use paid features. All credit purchases are processed securely through Stripe.

Credits are non-refundable once purchased, except in the circumstances described in Section 3. This is because credits are a consumable digital good — once issued to your account, they have value and we have incurred costs in making them available.

Credits do not expire for 12 months from the date of purchase (paid credits). Promotional and welcome credits may have different expiry terms, which will be disclosed at the time they are granted.

3. When We Will Refund

We will issue a refund or credit restoration in the following circumstances:

Failed jobs — credits automatically restored

If a Cinema film job, photo enhancement, or any other paid processing job fails due to a platform error — not due to content that violates our policies — the credits consumed by that job will be automatically restored to your account. You should not need to contact us for this; it is handled by our system.

If you believe a failed job's credits were not restored, contact us at hello@snapshots.cloud within 30 days and we will investigate and restore them manually if appropriate.

Billing errors

If you were charged an incorrect amount, charged twice, or charged for something you did not authorise, contact us within 30 days of the charge. We will investigate promptly and issue a full refund to your original payment method if a billing error is confirmed. Billing error refunds are processed within 5–10 business days.

Service unavailability

If the platform is unavailable for an extended period (more than 24 consecutive hours) due to issues on our end, and you were unable to use credits during that period, contact us and we will consider a proportionate credit restoration or refund at our discretion.

Duplicate purchase

If you accidentally purchased the same credit pack twice within a short period (within 24 hours), contact us immediately. We will refund the duplicate purchase provided the credits from the duplicate have not been used.

Legal requirements

Where applicable law requires a refund right that supersedes this policy (for example, consumer protection laws in your jurisdiction), we will comply. EU and UK consumers may have a statutory 14-day cooling-off right for digital purchases; however, this right is waived once digital content delivery has begun (i.e., once credits are added to your account and available for use), which occurs immediately upon purchase.

4. When We Will Not Refund

• Credits already used — credits consumed by completed jobs (successful or not, where the failure was due to your content or settings) are not refundable.
• Dissatisfaction with AI output quality — AI-generated results are inherently variable. We cannot offer refunds because a Cinema film, restoration, or enhancement did not meet your aesthetic expectations. We encourage you to use the preview features before committing credits to a full job.
• Account termination for policy violations — if your account is terminated for violating our Terms of Service or Acceptable Use Policy, unused credits are forfeited and not refundable.
• Voluntary account deletion — if you choose to delete your account, any remaining unused credits are forfeited. We recommend using your credits before requesting account deletion.
• Expired credits — credits that have passed their expiry date are not refundable.
• Requests outside the 30-day window — except for billing errors and legal requirements, refund or credit restoration requests submitted more than 30 days after the relevant event will not be processed.
• Promotional credits — credits granted free of charge (welcome credits, promotional offers) have no cash value and are not refundable under any circumstances.

5. How to Request a Refund

To request a refund or credit restoration, email us at: hello@snapshots.cloud

Please include:

• Your account username or registered email address
• The date and amount of the purchase or job in question
• A description of the issue
• Your Stripe payment reference if available (found in your Stripe receipt email)

We aim to respond to all refund requests within 5 business days. Approved refunds are returned to the original payment method and typically appear within 5–10 business days depending on your bank or card issuer.

6. Chargebacks

We strongly encourage you to contact us before initiating a chargeback with your bank or card issuer. Most issues can be resolved quickly and directly. Chargebacks are disruptive, costly, and may result in your account being suspended pending investigation.

If a chargeback is filed for a purchase that we determine was legitimate and used in accordance with our terms, we reserve the right to suspend or terminate the associated account and pursue recovery of the disputed amount.

7. Credit Pricing Changes

We reserve the right to change credit pack pricing and the credit cost of features at any time. Price changes will not affect credits you have already purchased — your existing credit balance retains its value regardless of future pricing changes.

8. Questions

Billing or refund questions? hello@snapshots.cloud
We respond to billing enquiries within 5 business days.