This Refund Policy explains when you can get a refund for purchases on ShotPoet and how to request one. It forms part of our Terms of Service. Purchases are processed by Dodo Payments, which acts as Merchant of Record and issues approved refunds to your original payment method.
1. Refund window
You can request a full refund of a payment within 14 days of the payment date if none of the credits from that payment have been used. This applies to every credit pack purchase. Credits returned for failed results do not count as used.
A refund returns the amount you paid for that purchase, including any reduced price applied at checkout. While a refund is being processed, remaining credits associated with that payment are on hold and cannot be used for generation. When a refund is issued, the credits from that payment and any associated referral rewards are revoked.
2. Failed generations
Credits are deducted when a generation starts. If a result fails, including when our content check or a model provider blocks the request, the credits for that result are returned to their original batches automatically while those batches remain valid. Credits from expired batches or purchases already reversed by a refund or payment dispute loss cannot be restored. You do not need to request this.
An approved refund for a gift card cancels its code. If the card has been redeemed, the corresponding credits are removed from the recipient's balance, up to the balance available. An unredeemed card refund does not remove credits from the purchaser's account.
3. Billing errors and service problems
Regardless of the 14-day window, we will refund:
- duplicate charges.
- payments for credits you could not use because of a problem on our side that we could not fix within a reasonable time. In that case we refund the unused part of the payment, or restore your credits if you prefer.
- any unused purchased credits, if we discontinue the Service.
4. What is not refundable
- Payments older than 14 days, and payments whose credits have been used, except as described in section 3.
- Credits used for completed results. AI results vary, and the style or quality of a completed result is not by itself a reason for a refund.
- Free, bonus or promotional credits, including daily sign-in bonuses and referral rewards.
- Purchases on accounts closed for fraud, abuse or other violations of our Terms of Service, unless the law requires a refund.
5. Your statutory rights
If you live in the EU, EEA, UK or another country that gives consumers a right of withdrawal, you can withdraw from a purchase within 14 days, or the period your local law provides, without giving a reason. If you withdraw before using the purchase, you receive a full refund.
Credits are supplied digitally and immediately after payment. At checkout, you ask for immediate access and acknowledge that you lose the right of withdrawal once you start using the credits, to the extent the law allows. Nothing in this policy limits rights you have under applicable consumer law, and where the law gives you more, that applies.
6. How to request a refund
- Email support@shotpoet.ai from the address on your ShotPoet account, with the order number from your receipt and a short reason.
- We respond to refund requests within 5 business days. Approved refunds are issued by Dodo Payments to your original payment method and usually appear within 5 to 10 business days, depending on your bank.
7. Chargebacks
Contact us before disputing a charge with your bank or card issuer. While a payment dispute is open, credits associated with that payment are on hold. If the dispute is won, the hold is released once no other refund or dispute hold applies. If the payment is charged back or the dispute is accepted or expires, the credits and associated referral rewards are revoked. A cancelled dispute remains on hold until recovery of the funds is verified. We may suspend the account during a payment dispute. We may close accounts with repeated or fraudulent chargebacks.
8. Changes to this policy
We may update this Refund Policy from time to time. We will post the new version on this page and change the date at the top. Changes apply to purchases made after the update.
9. Contact
For refund and billing questions, contact support@shotpoet.ai.