Refund and Cancellation Policy

1. What you can purchase

Subscription plans. A recurring plan that includes an allocation of tokens for each billing period, along with access to plan features. Plans are available on monthly or annual billing.

On an annual plan, you are billed once for the year, but the plan operates as twelve consecutive monthly periods. Tokens are issued at the start of each of those months rather than all at once at the point of purchase, and each monthly period works exactly as it would on a monthly plan.

Token top-ups. A one-time purchase of additional tokens, added to your workspace balance on top of any subscription allocation.

Tokens are consumed when you generate content. Different features and models consume different amounts.

Purchases are made at the workspace level. Tokens belong to the workspace, not to an individual member.

2. Refund eligibility

Refunds are available only where all of the following conditions are met.

2.1 For subscription plans

• You hold an active subscription plan at the time of the request
• The request is made within 7 days of the payment
• Fewer than 500 tokens from that billing period’s allocation have been used

On an annual plan, the seven-day window runs from the single annual payment, and the 500-token threshold is measured against the first monthly allocation. Once that window has passed, the annual term is not refundable, in whole or in part, including for months whose token allocations have not yet been issued.

2.2 For token top-ups

• The request is made within 7 days of the payment
• None of the tokens from that top-up purchase have been used

You do not need to hold an active subscription at the time of a top-up refund request. Top-ups can only be purchased while you hold a Premium plan or above, but if your subscription ends before you have used a recent top-up, the top-up remains refundable within the seven-day window.

Top-up tokens and subscription tokens are tracked separately for this purpose. Using tokens from your subscription allocation does not by itself make a top-up purchase ineligible, and the reverse is also true.

2.3 Outside these conditions

If a request falls outside the conditions above, we are not obliged to issue a refund. We may still do so at our discretion where the circumstances warrant it — for example, a duplicate charge, a billing error on our side, or a technical fault on the Service that prevented you from using what you paid for.

3. What happens when a refund is approved

A refund is not the same as a cancellation. When we approve a refund:

• Your subscription plan is cancelled immediately
• Access to plan features ends at that point, not at the end of the billing period
• Any remaining tokens associated with the refunded purchase are removed from the workspace balance
• The amount is returned to the original payment method

We refund in the currency of the original transaction. Where your bank or card issuer applies a currency conversion, the amount you receive may differ slightly from the amount you paid. This difference is outside our control.

Processing usually takes 5 - 10 business days to appear on your statement, depending on your payment provider.

4. Cancellation

Cancelling a subscription is separate from requesting a refund, and works differently.

When you cancel:

• You will not be billed again from the next billing period onwards
• Your plan remains active and fully usable until the end of the period you have already paid for
• Tokens already in your balance are unaffected and remain subject to the expiry rules in section 5
• No refund is issued for the remaining part of the current period

In other words, cancellation stops future billing. It does not shorten or refund the period you have already paid for.

On an annual plan, cancelling means you will not be billed for the following year. Your plan stays active for the remainder of the twelve-month term you have paid for, and your monthly token allocations continue to be issued as normal until that term ends.

You can cancel at any time from your workspace billing settings. Cancellation takes effect at the end of the current billing period.

5. Token expiry

Subscription tokens and top-up tokens expire on different schedules.

Subscription tokens expire at the end of the monthly period they were issued for. They do not carry over into the next period. This applies equally on annual plans: each monthly allocation expires at the end of that month and does not accumulate across the year.

Top-up tokens expire 12 months after the date of purchase.

When you generate content, tokens are consumed from the balance that expires soonest first.

Expired tokens are removed from the workspace balance and are not refundable, not transferable, and cannot be reinstated.

Tokens hold no cash value and cannot be exchanged for money, transferred between workspaces, or sold to another party.

6. Where refunds are not available

We do not issue refunds where:

• The conditions in section 2 are not met
• The account or workspace has been suspended or terminated for a violation of our Acceptable Use Policy
• Tokens have expired under section 5
• The request relates to dissatisfaction with generated output. AI generation is probabilistic and results vary. Tokens are consumed by the act of generating, not by the quality of the result
• A refund has already been issued for the same purchase

7. How to request a refund

Send a request to support@gamgen.ai including:

• The workspace name
• The email address on the account
• The date and amount of the payment
• Whether the purchase was a subscription plan or a token top-up
• The reason for the request

We aim to respond within 4 business days.

8. Chargebacks

If you believe a charge is incorrect, please contact us before raising a dispute with your bank or card issuer. We can usually resolve billing issues faster and more directly.

Where a chargeback is raised without first contacting us, we may suspend the workspace while the dispute is being investigated.

9. Your statutory rights

Nothing in this Policy limits any right you have under mandatory consumer protection law in your country of residence. Where such law gives you a stronger right than this Policy, that law applies.

10. Contact

Questions about billing or this Policy: support@gamgen.ai.