Refund Policy

This policy explains how refunds work on PNGTuberMaker (pngtubermaker.net). It forms part of, and should be read with, our Terms of Service. PNGTuberMaker is built and run by an independent developer, not a company, and the address below reaches that person.

What you are buying

Credits. You buy credits, and generating images spends them. There are two ways to get them: a pack, which is one payment and never renews, or a Pro plan, which renews automatically until you cancel it and releases credits month by month. What each costs is on the pricing page, readable without an account.

Every price is set in US dollars. Your card may be charged the equivalent in your own currency instead — converted by our payment provider or by your bank, at the rate it uses that day — so your statement can differ from the dollar figure.

Pack credits never expire. Plan credits expire 90 days after they are released, each month's release on its own 90-day clock. The free credits a new account receives are a trial and expire 30 days after sign-up.

Failed generations are refunded automatically

You do not have to ask, and you do not have to email us. Credits are held while a generation runs, not taken, and the hold only becomes a charge once the finished images are stored and have passed our automatic quality check.

• If a generation fails, you are not charged. When every image in a generation fails at the provider, the full amount held for it goes back to your balance.
• If a generation only partly delivers, you are refunded in full. When some images arrive and the rest fail, you pay nothing for that generation — and the images that did arrive stay in your account and stay downloadable. We absorb the cost.
• If we cannot yet tell whether a generation was delivered, we do not charge you. The credits stay held rather than spent. We go through unresolved holds once a day, so expect a day rather than minutes; the few we cannot settle that way we check by hand, and then either take them or give them back.
• We never charge you for our own retries. When a model returns an image with a flawed transparent background, we re-run the repair at our own cost.

If credits did not come back after a failure, that is a bug and we want to hear about it — email us and we will put it right.

Cancelling a plan

Cancel from Settings → Billing, where the button opens our payment provider's billing portal. If you cannot reach it, email us and we will cancel the plan for you.

Cancelling stops future charges. It is not a refund, and it does not need to be:

• Credits already in your balance stay yours, with the expiry they already had. Cancelling a plan never removes credits you have been given, and never touches a pack you bought separately.
• The plan keeps running to the end of the term you paid for. A yearly plan cancelled in month two still releases months three to twelve.
• Months the plan has not released stop being owed once the subscription actually ends. If a plan is ended immediately rather than at the end of its term, the unreleased months go with it and are not refunded automatically — ask us before you end it if you want the rest of the term back.

Cash refunds on a purchase

Credits are digital goods delivered to your balance immediately, so a completed purchase is not automatically refundable. Beyond that:

• Unused credits: refundable within 14 days. If you bought a pack, or were charged for a plan, within the last 14 days and have not spent the credits, email us and we will refund it to your original payment method.
• Partly used purchases. We refund the unspent portion at the price you paid for it. We do not claw back credits you already spent on images we delivered.
• Credits that never arrived. If a payment went through and the credits never reached your balance, that is our fault and we will either grant the credits or refund the payment in full — your choice, and with no time limit.
• A fault on our side. If something we broke stopped you from using credits you paid for, we refund them regardless of the 14 days.
• Outside all of that, write to us anyway. We would much rather fix a problem than leave you holding a balance you cannot use.

How to ask for a refund

Email support@pngtubermaker.net from the email address your account signs in with, and tell us which purchase it is — the date and the amount are enough — and what went wrong.

We reply within two business days. Billing and refund questions get answered before anything else. If we agree a refund, it goes back through our payment provider to the card you paid with; how long it then takes to appear on your statement is up to your bank, and is usually a few working days.

What a refund does to your balance

If we refund a purchase, we remove the credits that purchase granted, up to however many of them are still unspent, and a part refund removes the matching part of them. Credits you have already spent on images we delivered are not clawed back, and the images stay yours.

Refunding a plan payment does one thing more: refunded in full, it also withdraws the months that payment had not released yet, because that money has gone back. Refunded in part, the remaining months are left in place and still arrive.

Deleting your account

You can delete your account at any time from Settings → Security. Deleting your account gives up any remaining credit balance, including purchased credits. If you want a refund, ask for it before you delete — once the account is gone we cannot see what you bought.

Deleting your account cancels a plan running on it. We cancel it with our payment provider first, and only then delete. If that cancellation fails, we refuse the deletion and leave your account alone rather than delete it while your card is still being charged — try again in a few minutes, or email us.

Before you dispute a charge

Please email us first. Nearly everything people open a bank dispute over — a generation that failed, a charge you do not recognise, credits you did not mean to buy — we can resolve directly, and faster than a dispute can.

If a chargeback is opened, the credits that payment bought are removed from your balance and the account is frozen: it cannot spend credits and cannot buy more. The freeze does not lift by itself. A chargeback is the end of the account here, and reopening one is a decision we make by hand — email us and we will look at it, but treat it as closed.

Credits you bought with other, undisputed payments are not taken away. They are frozen with the rest of the account, so you cannot spend them while it stands. That is the reason to email us before going to your bank: a refund gives you your money back and leaves everything else alone, and a chargeback does not.

Contact

support@pngtubermaker.net — billing and refunds first, always. See also the contact page.