Refunds
Refunds policy
Last updated: June 2026
Cretivi sells credits that are spent to generate digital content (images, video and audio). All payments are processed by our payment provider, Revolut Merchant. We do not see or store your full card details — card data is handled securely by Revolut. Any refund we approve is issued through Revolut back to the original card used for the purchase.
Digital goods
Because generated content is delivered to you instantly and cannot be returned, purchases are generally non-refundable except as set out below or where required by law.
Failed generations are refunded automatically
You are only charged credits for successful generations. If a generation fails on our side or at our upstream model providers, the credits are returned to your balance automatically — no action needed. Note this returns credits, not money, since you paid for the credit balance, not the individual generation. If you believe credits were deducted for a failed generation and not returned, contact support.
Subscriptions
Paid plans are billed monthly in advance through Revolut and renew automatically until cancelled. You can cancel anytime from the Billing page; cancellation stops future Revolut charges and you keep your plan and remaining monthly credits until the end of the current billing period. We do not refund unused credits or the remainder of a started billing period, except where required by law.
Credit packs
One-off credit packs are added to your balance immediately. Once any credits from a pack have been used, that purchase is non-refundable. An entirely unused pack may be refunded at our discretion if you request it within 14 days of purchase.
EU/EEA right of withdrawal
If you are a consumer in the EU/EEA you normally have a 14-day right to withdraw. For digital content supplied immediately, that right is lost once supply begins with your consent. By purchasing credits and using them within the 14-day period you acknowledge you lose the right of withdrawal for the credits consumed; any genuinely unused portion may still be refundable within the window.
Prices, taxes and VAT
All prices are shown and charged in US dollars (USD) via Revolut. Customers in the European Union are charged an additional 20% VAT, shown separately at checkout. Refunds are issued in the original currency to the original card and include the VAT charged on the refunded amount.
How to request a refund
Email our support team with your account email and the order or transaction reference. We aim to respond within 5 business days. Approved refunds are returned through Revolut to the original card; how long the money takes to appear depends on Revolut and your bank or card issuer (typically a few business days).
Chargebacks
If you have a billing concern, please contact us first — we can usually resolve it faster than a card dispute. Opening a chargeback with your bank before contacting us may lead to your account being suspended while Revolut and we review the dispute.
Changes to this policy
We may update this Refunds policy from time to time. The version in effect at the time of your purchase applies to that purchase. Significant changes will be communicated via email or in-app notification.