Refund & Cancellation Policy

Last updated July 13, 2026

This policy explains how cancellations, refunds, and billing issues work for Senova (senova.studio), operated by Senova ("Senova", "we", "us"). It forms part of, and uses terms defined in, our Terms of Service. If this policy conflicts with the Terms of Service on a refund or cancellation matter, this policy applies.

Payments and refunds are processed by our payment provider, Stripe. For questions about anything on this page, contact billing@senova.studio.

1. The short version

Subscriptions: cancel anytime. You keep access until the end of the period you've paid for. We don't give partial refunds for unused time, except where the law requires it or as set out below.
Credit packs: refundable within 14 days of purchase to the extent the credits are unconsumed. Consumed credits are non-refundable, because we incur real compute costs the moment a generation runs.
Free credits: no cash value, never refundable.
Failed generations: if a generation fails because of an error on our side, the credits are returned to your balance automatically.
To request a refund: email billing@senova.studio from your account email.

2. Subscriptions

2.1 Billing and renewal

Subscriptions are billed in advance on a monthly or yearly cycle and renew automatically until cancelled. Each billing period, your plan's credit allowance is added to your account as described on our pricing page.

2.2 How to cancel

You can cancel at any time, no questions asked:

Self-serve: open the billing portal from your account settings and cancel there (this is the fastest way); or
By email: send a cancellation request to billing@senova.studio from the email address on your account. We'll confirm within 2 business days and set the cancellation effective immediately in the portal.

2.3 What happens when you cancel

Your subscription stays active, and you keep full access and any remaining plan credits, until the end of the billing period you've already paid for. You will not be charged again.
We do not provide refunds or credits for partial billing periods, unused plan credits, or periods where you didn't use the Service — except where required by applicable law or as described in Section 2.4.
After your subscription ends, your account moves to the free tier. Any credit pack credits you purchased separately remain in your account and stay usable (see Section 3).

2.4 Renewal goodwill window

If you meant to cancel but were charged for a renewal, contact us within 14 days of the renewal charge. If you have not consumed any of the credits granted for the new period, we will cancel the renewal and refund it in full. This applies to both monthly and yearly plans.

2.5 Upgrades and downgrades

Upgrades take effect immediately; Stripe prorates the difference for the remainder of the current period.
Downgrades take effect at your next renewal. No refunds are issued for downgrading mid-period.

2.6 Plan credits

Unless the pricing page says otherwise for your plan, plan credits are for use during the billing period in which they are granted and do not roll over to the next period. Generations consume plan credits before credit pack credits, so the credits that expire are always used first.

3. Credit packs

Credit packs are one-time purchases that top up your credit balance on top of your plan or free-tier allowance.

3.1 14-day refund window for unconsumed credits

Within 14 days of purchase, you may request a refund of a credit pack:
- If the pack is entirely unused, we'll refund it in full.
- If the pack is partially used, we'll refund the unconsumed portion, calculated pro rata at the per-credit price you paid for that pack, and deduct the pack's credits from your balance.
After 14 days, credit packs are non-refundable except where applicable law requires otherwise.

3.2 Consumed credits are non-refundable

Credits are consumed the moment a generation begins. At that point we incur real, unrecoverable compute costs with our infrastructure and model providers — so consumed credits cannot be refunded, regardless of whether you are satisfied with the creative result of a generation. (See Section 3.3 for technical failures, which are different.)

3.3 Failed generations

If a generation fails to complete because of a technical error on our side or our providers' side, the credits for that generation are automatically returned to your balance. If you believe credits were deducted for a failed generation and not returned, contact support@senova.studio and we'll investigate and restore them.

3.4 Expiry and transfer

Purchased credit pack credits do not expire while your account remains open and in good standing. Credits are tied to your account, have no cash value outside this policy, and cannot be transferred, resold, or exchanged for cash. If your account is terminated for a serious violation of our Acceptable Use Policy or Terms of Service, remaining credits may be forfeited without refund, as described in the Terms.

4. Free-tier and promotional credits

Free-tier credits, trial credits, and promotional or goodwill credits are provided at no charge. They have no cash value, are non-refundable, cannot be transferred or exchanged, and may be modified, limited, or withdrawn at any time. Credits are consumed in this order: free/promotional credits, then plan credits, then credit pack credits — so your paid balance is always preserved first.

5. How to request a refund, and how it's issued

Email billing@senova.studio from the email address on your Senova account.
Include the receipt or invoice number (from your Stripe receipt email or the billing portal) and a short description of the issue.
We aim to respond within 2 business days and to decide eligible requests within 5 business days.

Approved refunds are issued to the original payment method via Stripe. They typically appear within 5–10 business days, depending on your bank or card issuer. We cannot issue refunds to a different card, account, or payment method, or in cash. Refunds are issued in the original transaction currency; we are not responsible for exchange-rate differences or fees charged by your bank. Refunds include any tax (e.g., sales tax) charged on the refunded amount. If your original payment method has expired or been closed, contact us and we'll work with Stripe on the appropriate route.

6. Billing errors and duplicate charges

If you believe you've been charged in error — the wrong amount, an unrecognized charge, or a duplicate charge — contact billing@senova.studio as soon as possible, and in any case within 60 days of the charge so we can investigate effectively. If we confirm an error on our side:

duplicate charges are refunded in full, promptly;
incorrect amounts are corrected and the difference refunded;
any credits or access affected by the error are restored.

7. Failed and declined payments

If a subscription payment fails (for example, an expired or declined card):

Stripe will automatically retry the charge over the following days, and we'll email you so you can update your payment method in the billing portal.
If payment isn't completed within 14 days of the first failed attempt, your subscription may be paused or cancelled and your account moved to the free tier. New plan credits are not granted for unpaid periods.
Previously purchased credit pack credits are unaffected and remain usable.
Once you update your payment method and payment succeeds, your subscription and plan credits resume.

8. Chargebacks and payment disputes

Please contact us at billing@senova.studio before opening a dispute with your bank or card issuer — most issues (duplicates, forgotten renewals, failed generations) are resolved faster and in full through us.

If a chargeback or payment dispute is opened:

we may suspend the account associated with the disputed payment, and freeze the associated credits, while the dispute is pending;
we will respond to the dispute through Stripe with relevant evidence, which may include account, purchase, and generation records;
if the dispute is resolved in your favor or withdrawn, we'll restore your account promptly.

Fraudulent or abusive chargebacks — for example, disputing charges for credits that were knowingly consumed — may result in permanent account termination, forfeiture of remaining credits, and recovery of the disputed amounts and associated fees, to the extent permitted by law. This never affects your right to dispute charges you genuinely believe are unauthorized or erroneous.

9. Price changes

We may change subscription prices from time to time. If a change affects your existing subscription, we'll give you at least 30 days' notice by email before it takes effect, and it will apply from your next renewal — never mid-period. If you don't agree with the new price, cancel before the renewal date and you won't be charged the new amount.
Credit pack prices and plan credit allowances may change at any time for future purchases. Changes never reduce credits you've already purchased or been granted.

10. Your statutory rights

Nothing in this policy limits any rights or remedies you have under applicable consumer protection law that cannot be waived or limited by agreement. Where this policy is more generous than your statutory rights, the more generous terms apply.

11. Changes to this policy

We may update this policy from time to time. Material changes will be notified by email or in-app notice at least 14 days before they take effect and will apply to purchases made after the effective date. The version in force at the time of your purchase governs that purchase.

12. Contact

Billing and refunds: billing@senova.studio
General support: support@senova.studio
Legal: legal@senova.studio