Refund Policy
SurfStats Studio uses paid third-party AI and media providers, so some generation costs are incurred as soon as work starts. This policy explains when monetary refunds, subscription cancellations and SurfStats credit restorations apply.
Last updated: 10 September 2026
Request within 14 days of the original first subscription purchase, subject to usage and mandatory consumer rights.
Contact us within 7 days of the renewal charge. Material use of the new period can affect discretionary refund eligibility.
Unused one-time credit packs may be refundable when requested within 14 days. Consumed credits are generally non-refundable.
On this page
1. Quick summary
Commonly eligible
- First subscription purchase requested within the 14-day policy window.
- Accidental renewal reported within 7 days where the new period has not been materially used.
- Unused one-time credit pack requested within 14 days.
- Verified duplicate or incorrect billing.
- Applicable mandatory consumer-law remedies.
- Eligible failed paid generation jobs, normally through credit restoration rather than a monetary refund.
Not automatically refundable
- AI outputs that completed successfully but were not to your taste.
- Consumed credit-pack or subscription credits where provider work was successfully performed.
- Unused time remaining after ordinary subscription cancellation.
- Jobs blocked before provider spend because of plan limits, invalid inputs or safety controls.
- Welcome, bonus or other free promotional credits.
- Bank fees, foreign-exchange differences or payment-provider charges not collected by SurfStats.
2. First subscription purchase
If you purchase a SurfStats Studio subscription for the first time and decide it is not right for you, you may request a refund within 14 days of the original subscription purchase date.
Because AI generation creates real third-party costs, substantial use of included paid credits or services can reduce or remove the discretionary portion of a refund where permitted by applicable law. Mandatory consumer rights always take priority over this discretionary policy.
3. Subscription renewals
SurfStats subscriptions renew automatically at the billing interval shown at checkout unless cancelled before the next billing date. Cancelling normally prevents the next renewal and leaves access active through the period already paid for.
If a renewal was accidental, contact us within 7 days of the renewal charge. We will normally approve a discretionary refund where the newly renewed period has not been materially used. Use of newly granted subscription credits, generation services or other paid benefits can reduce or remove that discretionary eligibility where permitted by law.
4. Annual plans, upgrades & downgrades
- Annual plans: are charged for the annual term shown at checkout. SurfStats grants included credits by monthly credit cycle even when access is paid annually.
- First annual purchase: follows the same 14-day first-subscription request window described above, subject to use and applicable law.
- Annual renewal: follows the 7-day accidental-renewal guidance above.
- Upgrade/downgrade: pricing, proration or effective date can depend on the checkout/billing flow presented at the time. A voluntary plan change does not by itself create a right to cash back for previously used service.
- Unused paid time: ordinary cancellation or downgrade is not automatically a pro-rata refund of the remaining period unless the checkout terms, this policy, FastSpring processing or applicable law provide otherwise.
5. Credit packs & one-time purchases
Unused one-time SurfStats credit packs may be refunded if requested within 14 days of purchase. Purchased top-up credits normally do not expire by default, but they are internal usage units and are not cash or stored value.
Once credits from a pack have been consumed for successful AI generation, rendering, voice, video, image or other paid processing, that consumed portion is generally non-refundable because provider costs may already have been incurred.
Where a pack was partly used, any discretionary monetary refund will be assessed individually and may be reduced or declined to account for the consumed portion, promotions, transaction circumstances and applicable law. Buying a credit pack increases your available credit balance; it does not increase your plan's generation guardrails.
6. Welcome & promotional credits
Free welcome credits, bonus credits, goodwill credits and promotional credits are not purchased funds, have no cash-redemption value and are not eligible for a monetary refund except where required by law. If paid funds are refunded, related bonus/promotional credits may also be removed or adjusted where appropriate.
7. Failed generations & technical problems
SurfStats is designed to charge eligible generation work before or as provider processing begins and to restore applicable credits idempotently when a paid generation/render job fails without a usable result because of a verified SurfStats or provider failure.
If a charged failure is not automatically restored, contact Support with the tool/page, approximate time, project/job reference where available and a description of what happened. If a serious technical issue makes a paid service unusable and cannot reasonably be corrected, we may offer account credit or an appropriate monetary refund depending on the circumstances and applicable law.
8. Valid AI outputs & dissatisfaction
AI and generative-media results are probabilistic. A successfully completed output may differ from your preference, prompt interpretation or expected artistic result. A valid completed output is therefore not automatically treated as a failed job and does not automatically qualify for a credit or monetary refund.
Use previews, lower-cost drafts, Ask Surfstats estimates, shorter test generations and the available model/settings controls where practical before committing substantial credits. We may still review exceptional quality or service cases individually, but discretionary goodwill is not a guarantee of future refunds.
9. Blocked jobs & plan guardrails
A credit balance is the wallet; your subscription plan also has guardrails such as duration, batch size, parallel jobs, per-job credit limits and daily safety limits. Having enough credits does not guarantee that every possible job is allowed on your plan.
A job blocked before paid provider work starts because of an invalid input, plan limit, safety control, missing consent, policy restriction or similar validation should not normally consume generation credits. Such a block therefore does not normally create a monetary refund claim. If you believe credits were charged despite the job never starting, contact Support for a ledger review. Read the Credits Guide for current public guardrail information.
10. Duplicate, incorrect & unauthorized charges
Contact us promptly if you believe you were charged twice, charged the wrong amount or do not recognize a SurfStats Studio transaction. We will investigate the SurfStats/FastSpring records and correct verified billing errors. For suspected unauthorized payment-card use, you may also contact your card issuer/payment provider and FastSpring buyer support. Do not send full card numbers, CVV/CVC values or other sensitive payment credentials to SurfStats Support.
11. Taxes, currencies, discounts & bank fees
- FastSpring can calculate and collect applicable taxes at checkout based on the transaction and customer location.
- Exchange rates, foreign-transaction fees, bank charges and payment-method fees can be imposed by third parties and are not controlled by SurfStats.
- A refund normally relates to the amount eligible for refund through the original transaction; currency conversion can mean the amount finally received in your bank account differs from the original local-currency display.
- Promotional prices, coupons and discounts may affect the refundable amount. A refund does not create entitlement to the undiscounted list price.
12. Cancellation, deletion & refunds are different
Stops a future renewal. It does not automatically refund the period already purchased.
Asks for an eligible monetary transaction to be reversed under this policy, FastSpring processing and applicable law.
Removes or schedules removal of account data as described in the Privacy/Data Deletion pages. It does not automatically cancel/refund an external billing obligation.
13. How to request a refund
Use our Support form and include enough information for us to locate and assess the transaction:
- the email address used for the SurfStats/FastSpring purchase;
- FastSpring order, invoice or transaction reference if available;
- purchase or renewal date;
- plan or credit pack purchased;
- a short explanation of the request;
- for generation failures, the tool/page and job/project reference where available.
Approved monetary refunds are processed through FastSpring and normally return to the original payment method where supported. The time for the funds to appear depends on FastSpring, the payment method, bank and payment network.
14. What happens after a refund
To keep the account and payment ledger consistent, a monetary refund can also affect benefits created by the refunded transaction. Depending on the transaction:
- subscription access can end or revert to the appropriate plan;
- unused credits granted by the refunded transaction can be removed;
- related promotional/bonus credits can be adjusted;
- affiliate/recruiter commission related to the refunded transaction can be reversed;
- previously exported/generated content is still subject to the Terms and third-party rights, even if account access later ends.
15. Chargebacks, abuse & fraud
Please contact Support first for genuine billing or service problems where practical. A chargeback is a payment-provider dispute and is different from a normal refund request. A chargeback, payment reversal or fraud flag can temporarily restrict account access while the transaction is investigated.
We may refuse discretionary refunds or take protective action where there is evidence of fraud, repeated refund/chargeback abuse, deliberate consumption of substantial AI resources followed by a refund attempt, self-dealing, manipulation of referral rewards or material violation of the Terms & Conditions. This does not remove rights that cannot legally be excluded.
16. Statutory consumer rights
Nothing in this policy removes or limits any cancellation, cooling-off, refund, warranty, defective-service or other consumer right that applies to you under mandatory law. If applicable law gives you stronger rights than this policy, those legal rights prevail. The 14-day and 7-day windows above describe SurfStats' general discretionary policy; they do not shorten a mandatory legal period that applies to your purchase.
17. Questions & related policies
If you are unsure whether a purchase or failed generation qualifies, contact Support before initiating a chargeback. We review reasonable requests using the transaction record, credit ledger, generation status, usage and applicable consumer rights.