Refund & Cancellation Policy

1. What we sell

HelloGen offers free AI image generation and editing, plus optional paid plans. Paid purchases fall into two types: (a) recurring subscriptions that renew monthly or yearly, and (b) one-time credit packs that add credits to your account. Credits are used to unlock premium generations such as video, premium models, high-resolution upscaling and higher usage limits.

2. Subscriptions and auto-renewal

Subscriptions renew automatically at the end of each billing period until you cancel. You can cancel at any time from your account page or the Creem customer portal. When you cancel, your plan stays active until the end of the period you already paid for, and it will not renew again. We do not automatically provide partial refunds for the unused part of a billing period.

3. Credit packs

Credits from one-time packs are added to your account immediately and do not expire. Because credits unlock digital content that is delivered and consumed instantly, used credits are non-refundable. Unused credit packs may be refunded within 14 days of purchase if none of the credits from that pack have been spent.

4. Failed generations

You are not charged credits for a generation that fails to produce a result. If credits were deducted for a generation that did not complete successfully, they are automatically returned to your balance. If an automatic return did not happen, contact support and we will restore the credits.

5. Refund eligibility

We want you to be satisfied. We will review refund requests on a case-by-case basis, and generally grant them where:

• You were charged in error, charged twice, or charged after a valid cancellation.
• A technical fault on our side prevented the service from working and we could not resolve it.
• You purchased an unused credit pack and request a refund within 14 days.

6. When refunds are not available

Refunds are generally not available for credits that have already been spent, for the unused portion of a subscription period after cancellation, or where an account has violated our Terms of Service or Acceptable Use Policy (including attempts to abuse the service or generate prohibited content).

7. How to request a refund

Email support@aitop3.com from the address on your account with your order or invoice details and the reason for the request. We aim to respond within 3 business days. Approved refunds are issued to your original payment method through Creem; the time for the funds to appear depends on your bank or card provider.

8. Billing questions and chargebacks

Because Creem is the Merchant of Record, billing, invoices and payment disputes are handled through Creem. If you have a billing question, contact us first at support@aitop3.com so we can resolve it quickly, rather than filing a chargeback.

9. Changes to this policy

We may update this policy from time to time. The date at the top of this page shows when it was last revised. Continued use of paid features after an update means you accept the revised policy.