Billing and Refund Policy

1. Credits and orders

Before paying, check the package, amount, currency, and payment method. You can review credited balances in your account's payment and credits pages. Credits from one-time packs do not expire; monthly plan credits are valid for 30 days and yearly plan credits for 365 days. Other promotional credits follow the validity period shown on the page or configured by the site.

2. When you can request a refund

• The same order was charged more than once.
• A payment was unauthorized. Contact us promptly; if your payment method was compromised, also contact your bank or payment provider.
• You paid but credits were not delivered and we cannot issue them after checking the order.
• A generation failed but the system did not automatically return all credits charged for that task.
• A technical failure or material service mismatch prevented us from providing a paid feature.
• You may request a full refund for an unused credit package within 7 calendar days of payment. Credits from the order will be removed when the refund is issued.

Failed generation tasks automatically return the credits charged for that task. Check the task status and your balance on My Creations first. We will not refund the same task twice when its credits have already been returned.

3. Cases that are generally not refundable

• A generation task that was completed and delivered, or credits that have already been used.
• Unused time in a subscription period that has already started. Canceling stops the next renewal; you can keep using the service through the current paid period.
• Restrictions or failures caused by uploading material you are not allowed to use, violating the content policy, or not following the feature instructions.
• Requests submitted outside the request period above, unless applicable law provides otherwise.

These general exclusions do not apply to duplicate or unauthorized charges, services not delivered, or refunds required by applicable law. We review each request using order records, task status, and applicable law.

4. How to request a refund

Email support@surgememe.com to request a refund. Include your account email, order number, payment date, amount, and reason. For a credit or generation issue, include the creation ID. Submit ordinary refund requests within 7 calendar days of the charge. Report unauthorized charges as soon as possible.

We aim to review requests and reply by email within 5 business days. Approved refunds go back to the original payment method. The payment provider may take an additional 5–10 business days to post the refund; timing depends on that provider. Refunds are only sent through the original payment channel.

5. Canceling a subscription

Go to Settings → Billing to cancel. Cancellation stops the next renewal and does not end the current paid period immediately. To request a refund for the current period, submit a request under Section 2; canceling a subscription does not itself trigger a refund.

Contact

For billing or refund questions, email support@surgememe.com. Do not send your full card number, password, or security code by email.