Refunds
Refund policy
Failed hosted generations return their reserved credits automatically. For purchase refunds, the conditions below apply to top-up packs and subscriptions.
Failed generations: automatic credit returns
Credits are reserved when you confirm a hosted generation. If generation fails, those credits are returned to your balance automatically; you do not need to request a purchase refund. See pricing for how credits work.
Unused top-up packs
A top-up pack can be refunded within 14 days of purchase if none of that pack's credits have been used.
Partly used packs
A pack with any credits used does not qualify for the unused-pack refund above. Additional rights under local consumer law still apply.
Subscriptions
- Cancel anytime through the billing portal. The subscription stays active until the end of the paid month.
- There are no partial-month refunds.
- The first subscription payment can be refunded within 14 days of payment if none of that month's credits have been used.
- Cancelling a subscription does not remove your remaining credits. All credits, including subscription credits, never expire.
The store
The current Store catalog has no paid items.
How to ask for a refund
- Email support@openpixo.com.
- Include the email address of your OpenPixo account and the order reference shown in the app.
- Say which purchase you want refunded. If something went wrong, a short description helps us understand the issue.
Refunds go back to the original payment method through Stripe, typically within 5–10 business days. Alipay refunds are usually faster; the exact timing depends on the payment method and financial institution.
What a refund changes
- The credits covered by the refund are removed from your balance.
- Payment and credit ledger records are retained for tax and accounting obligations, as described in Privacy.
- Files already downloaded into your local projects stay on your computer.
Questions about a charge
If you do not recognize a charge or need help with a payment, email support@openpixo.com with your account email and the order reference shown in the app.
Where local consumer law gives you more rights, those rights apply.