Refund Policy

This policy explains when H3 Image at h3-image.co gives credits or money back, and how to ask. It is part of our Terms of Service. All dates and deadlines are in UTC.

The short version

• A failed image costs nothing. Its credits go back to your balance automatically. You don't need to contact us.
• Unused purchases can be refunded within 7 days. This applies to a credit pack or to the first payment of a monthly or yearly plan, as long as no credits from it have been used.
• You can cancel a plan at any time. You keep your plan and its credits until the end of the period you paid for, and you are not charged again.
• Billing mistakes are always refunded. This covers duplicate charges, a charge after you cancelled, or an amount that differs from what checkout showed.
• Images you don't like are not refunded. You see the credit cost before every run, so try a clearer prompt or a lower resolution first.

Two kinds of refund

• Credit refund: the credits for a run go back to your balance. This happens automatically, right away, when a run fails.
• Money refund: the payment goes back to your original payment method. This happens when you ask and the request meets this policy. We reply within 3 business days, and your bank may take 5–10 business days to show it.

Failed and stopped generations

Before you start a run, the generator shows its exact cost in credits:

• 1K image: 2 credits
• 2K image: 3 credits
• 4K image: 8 credits
• More than 4 reference images: +1 credit for each extra group of up to 4 images (5–8 references +1, 9–12 +2, 13–16 +3)

The credits are held when the run starts. They are returned to your balance automatically if any of these happen:

• the model returns an error, or returns no image;
• the request is rejected by the model provider's safety filter;
• the run is still unfinished after 15 minutes, in which case we stop it.

This is automatic. You will see the credits back in your balance on the Credits page. If you think a failed run was charged and the credits did not come back, email us with the date and time (UTC) of the run.

One-time credit packs

Packs are single payments. Their credits never expire.

• 200 credits: $9.90

• 700 credits: $29.90

• 2,600 credits: $99

• Full refund within 7 days of purchase, if you have not used any credits from that pack.

• No refund once any credit from the pack has been used, or after 7 days, except where the law requires otherwise.

• When a pack is refunded, its credits are removed from your balance.

Credits are spent oldest-first, so credits from a newer pack are only used after older credits run out. We check usage from your credit records, which you can see on the Credits page.

Monthly and yearly plans

Cancelling

You can cancel at any time from Settings → Billing. When you cancel:

• your plan stays active until the end of the period you already paid for;
• the credits you already received stay usable until that date;
• you are not charged again, and no new credits are added.

Cancelling stops future renewals. It does not refund the current period on its own. If you also want a refund, see below.

Refunds of a first payment

You can ask for a full refund of the first payment of a monthly or yearly plan within 7 days, if you have not used any credits from it. The plan is then cancelled and its credits are removed.

Renewals and partly used periods

• Renewals are not refunded, because you can cancel any time before the renewal date. To avoid a renewal you don't want, cancel before the date shown under Settings → Billing.
• A period in which you have used credits is not refunded, in part or in full.
• Monthly credits expire at the end of each billing month. Yearly credits are added all at once and last the whole year. Credits that expire unused are not refunded.

Changing plans

To move to a different plan, cancel the current one and subscribe to the new one. Credits you already received keep their own expiry date. If you switched by mistake and the new plan is unused, ask us within 7 days and we will refund it.

Launch offer prices

During a launch or holiday offer, the price you pay is the one shown at checkout. A subscription bought at an offer price renews at that price for as long as it stays active. A refund returns the amount you actually paid, not the regular price. Ending an offer is not a reason for a refund of earlier purchases, and a later offer is not a reason to refund the difference.

Billing mistakes

We always refund these in full, regardless of credit usage:

• you were charged twice for the same purchase;
• you were charged after cancelling a plan;
• the amount charged differs from the amount checkout showed;
• you paid, but the credits never arrived and we can't add them.

Email us with the order number or the date of the charge. You can find your orders under Settings → Payments.

Service problems

If the Service is unavailable for a long time or doesn't work as described, and this is our fault, email us. Depending on what happened, we will return the credits or refund the affected payment. Results you don't like, such as an image that doesn't match your prompt, are not service problems. The generator shows the cost before every run, so you can test a prompt at 1K first.

When we don't refund

• credits that have been used, including on images you didn't like;
• requests made after the deadlines in this policy;
• credits that expired unused;
• accounts suspended for breaking our Terms of Service, for example by creating prohibited content or abusing free credits;
• free or promotional credits, which have no cash value.

How to ask for a refund

1. Email support@h3-image.co from the email address on your H3 Image account.
2. Include your order number from Settings → Payments, or the date and amount of the charge.
3. Tell us briefly what happened.

We reply within 3 business days. Approved refunds go back to the original payment method in the original currency. Your bank or card issuer may take 5–10 business days to show it. When a payment is refunded, the credits it gave are removed from your balance and, for a plan, the plan is cancelled.

Chargebacks

Please contact us before disputing a charge with your bank. Most problems are solved faster by email. If a payment is disputed, we may pause the account while the dispute is open, and the credits from that payment are removed if the dispute is decided in your favour.

Your legal rights

Nothing in this policy limits rights you have under consumer protection law where you live. If the law gives you a right to cancel or get a refund on better terms than these, those terms apply.

Changes to this policy

We may update this policy. The date at the top shows the latest version. A change never applies to a payment made before it took effect, unless the change is in your favour.

Contact

Refund questions: support@h3-image.co