Refund Policy

Subscription Cancellations

You may cancel your Stellar subscription at any time through your billing settings or the Stripe Customer Portal. Cancellation stops the next renewal but does not reverse the current billing period. You retain access to paid features until the end of the period you have already paid for, unless your account is suspended or terminated for breach of our Terms of Service or Acceptable Use Policy.

Subscription fees are non-refundable on a pro-rata basis. This means we do not refund unused days, unused monthly subscription credits, or lower usage within a billing period. Before purchasing, you should review the plan limits, credit amounts, included features, renewal date, and total price shown at checkout. If you no longer need a plan, cancel before the next renewal date.

Credit Packs

Credit packs are optional top-ups that can be used for service activity such as generation, preview, and export workflows. Credit packs are refundable within 14 days of purchase only if the entire pack is unused. Once any credit from a pack has been consumed, the pack is non-refundable. Credits are not cash, stored value, transferable funds, or a regulated wallet. They are a usage allocation for Stellar only.

Purchased credit packs are valid for 12 months from the date of purchase. Expired, consumed, forfeited, promotional, or complimentary credits are not refundable. If your account closes, unused credits are forfeited unless a mandatory law requires a different outcome. We may refuse refund requests linked to abuse, fraud, payment reversal, or attempts to obtain service without paying.

AI Output Disputes

AI-generated reels can vary because machine-learning systems produce probabilistic results. If a generated reel does not meet reasonable expectations, our preferred remedy is regeneration, correction support, or credit re-issue. We may ask you to identify the project, explain the problem, and provide the output ID so we can review whether the issue was caused by system failure, policy filtering, unsupported input, or normal model variation.

A cash refund is available only if regeneration or credit re-issue is not feasible. We do not provide refunds simply because a social platform performs poorly, a third party dislikes the output, a claim was not checked before publication, or the result differs from a subjective creative preference after the service was successfully delivered.

Stripe Processing Fees

Stripe charges a processing fee on every transaction. This fee is non-refundable regardless of the refund outcome because Stripe retains it. If we approve a partial or full refund, the Stripe processing fee may be deducted where permitted by law and by Stripe's rules. Taxes, currency conversion differences, bank fees, and card issuer charges may also affect the final amount received.

If a refund is processed in a different currency from the original card currency, the amount you receive may vary because of exchange rates or issuer handling. Stellar does not control those external charges.

Disputed Charges

If you believe a charge is unauthorised, duplicate, or incorrect, email support@scotsolove.com before filing a chargeback. Early contact usually lets us verify the invoice, account email, Stripe payment ID, renewal date, and service usage more quickly. We respond to Stripe dispute evidence requests within Stripe's 7 to 21 day window, depending on the card network and dispute type.

If you file a chargeback while also requesting a refund from us, we may pause the direct refund process until the card network or Stripe resolves the dispute. Accounts linked to repeated unresolved chargebacks may be suspended to reduce fraud and billing risk.

How to Request a Refund

To request a refund, email support@scotsolove.com with your order ID, Stripe receipt ID if available, account email address, purchase date, and reason for the request. Please include whether you are requesting a subscription cancellation, credit pack refund, regeneration, credit re-issue, or review of a disputed charge. We respond within 5 business days.

We may deny refund requests that are incomplete, outside the policy window, connected to consumed credits, linked to policy violations, or inconsistent with billing records. We may also request additional verification before acting on a billing request.

Refund Timing

Approved refunds are returned to the original payment method through Stripe. Once we issue the refund, funds typically appear within 5 to 10 business days, but timing depends on your bank, card issuer, region, and payment method. We cannot force a card issuer or bank to post funds more quickly after Stripe has processed the refund.

Refund approval does not create a continuing right to future refunds for similar purchases. Each request is reviewed against this policy, the Terms of Service, account history, usage records, and applicable law.

Failed Refunds

If Stripe's refund.failed webhook fires, we will re-attempt the refund for up to 30 days where Stripe permits it. If two consecutive attempts fail, we will contact you to arrange an alternative payment method or another lawful way to complete the approved refund. You must provide accurate payment details and respond to reasonable verification requests so we can resolve the issue.