Refund & Cancellation Policy

1. Overview

This policy explains how subscription cancellation, credit-pack refunds, failed generations, and billing corrections work for Lenscap. It forms part of the Terms of Service. Nothing here limits a refund, cancellation, withdrawal, or other consumer right that cannot legally be limited.

2. Canceling a subscription

You can stop future renewal online from Account → Manage billing. Cancellation does not require a telephone call. Unless a mandatory law provides otherwise, cancellation takes effect at the end of the current paid billing period, and you retain plan access until then. Cancel before the renewal date shown in the billing portal to avoid the next charge. Deleting an account and canceling a subscription are separate actions; cancel the subscription before deleting the account.

3. Refund eligibility

We ordinarily approve a refund for an initial subscription purchase or an unused credit pack when you request it within seven days of the charge and none of the paid credits associated with that purchase have been used. Subscription renewals, partially used purchases, and completed generation charges are ordinarily non-refundable.

We separately review duplicate charges, incorrect amounts, unauthorized payments, prolonged service outages, and other billing errors. We may request information reasonably needed to verify the account and transaction.

4. Failed or rejected generations

If a generation is confirmed to have failed or is rejected after credits were deducted, Lenscap returns the originating credits once. Returned credits retain their original expiration date or receive at least seven additional days, whichever is later. A provider request with an uncertain status may remain pending while we confirm whether the job ran. Submitting the same request again can create a separate paid job.

A result that completed successfully but did not match your taste or prompt is not a technical failure. AI output is variable, so creative dissatisfaction alone does not ordinarily qualify for a credit return or cash refund.

5. Credit effects

Refunding or reversing a payment removes unused credits attributable to that payment. If those credits have already been used, we may pause generation or purchases while the billing issue is resolved, but Lenscap does not automatically create a negative credit balance. Subscription credits refresh monthly and do not roll over. Purchased credits expire after twelve months, and promotional credits ordinarily expire after ninety days.

6. Chargebacks and disputes

Contact us first so we can investigate a charge promptly. A bank or card-network dispute may restrict the account while it is reviewed. We may provide Stripe and the financial institution with transaction, account, consent, usage, and support records reasonably necessary to respond to the dispute.

7. Requesting help

Submit the contact form with the Billing topic or email support@auditylabs.com. Include the account email, charge date, amount, and a brief explanation. Do not send a complete card number or security code.