Refund Policy
Payments for VBN Studio are final. You can cancel a subscription at any time and keep access until the end of the period you have paid for, but we do not refund payments already made.
Effective
The short version
- Cancel whenever you like. Cancellation takes effect at the end of the current billing period. Nothing further is charged.
- You keep what you paid for. Your plan, your credits and your stored media stay available until that period ends.
- No money comes back. Not for the remainder of a period, not for a renewal you meant to cancel, and not for credits you did not spend.
- Credits are returned to your wallet, not to your card, when a generation fails on our side. That is covered in failed generations.
- Nothing here removes rights you cannot waive under the law that applies to you. See your statutory rights.
We are explicit about this because credits are spent the moment you generate something, and that work is bought from third-party model providers and paid for immediately. Once a generation has run, the cost of it is gone whether or not you liked the result.
Who you are buying from
All payments for VBN Studio are processed by Dodo Payments ("Dodo"), which acts as the merchant of record for every order. Dodo (not us) is the seller of record on your invoice, collects the payment, handles sales tax, VAT and GST, and is the party your bank or card statement will name.
This means your purchase is governed by Dodo Payments' Buyer Terms and Conditions in addition to this policy. Where Dodo's terms give you a right that this policy does not, Dodo's terms apply. We cannot and do not contract that right away.
Practically: we set the policy described on this page, and Dodo applies it. Dodo also retains its own discretion, as merchant of record, to issue a refund on a case-by-case basis, for example for proven fraud, a duplicate charge or a legal obligation. Where Dodo does so, we honour it, and the credit adjustment described in what happens when a refund is issued takes effect.
Subscriptions
A VBN Studio plan is a recurring subscription. It renews automatically (monthly or annually, whichever you chose) until you cancel it. The price and the renewal date are shown to you at checkout and in Settings → Subscription at any time afterwards.
Cancelling
You can cancel from Settings → Subscription whenever you want. There is no cancellation fee and you do not need to contact us to do it.
- Cancellation is scheduled for the end of the period you have already paid for. It is not immediate, because you have paid for that period.
- Your plan, your remaining credits, your upload ability and your stored media stay fully available until that date.
- On that date the subscription ends, no further payment is taken, and the account moves to the Free tier.
- You can reverse a scheduled cancellation at any time before it takes effect, and nothing will have changed.
Renewals
A renewal charge is a new payment for a new period, and it is final in the same way as the first one. We do not refund a renewal because it was not cancelled in time. Your renewal date is shown in Settings → Subscription throughout the period.
If a renewal payment fails, the subscription enters a past-due state. You keep paid access for a 14-day grace period while the payment is retried or you update your payment method. If it has not succeeded by the end of that window, the account moves to the Free tier. You are not charged for the grace period.
Annual plans
An annual plan is charged once, for twelve months, at a lower monthly-equivalent rate. Credits are then granted to you monthly across that year rather than as one lump sum, so the allowance behaves the same way a monthly plan's does.
Upgrades, downgrades and switching cycle
Changing a plan is not a new purchase and never creates a second subscription: your existing subscription is modified. Before anything is charged, we show you Dodo's own figures for what is due now and what will recur, and nothing is sent until you confirm them.
| Change | When it applies | What you are charged |
|---|---|---|
| Upgrade | Immediately, once you confirm | Dodo prorates the difference for the rest of the current period and charges the payment method on file. Credits for the difference are added once the payment settles. |
| Downgrade | At your next renewal | Nothing now. You keep the plan and the credits you paid for until the renewal, then the lower price applies. You can call it off any time before then. |
| Monthly → annual, or annual → monthly | Immediately, once you confirm | Dodo prorates the change and charges or credits the difference. |
| Cancel | At the end of the paid period | Nothing. Access continues until that date. |
Proration is Dodo's arithmetic, not ours. The figure on the confirmation screen comes from Dodo and is the same figure that appears on your invoice, so the two cannot disagree.
Credit packs
A credit pack is a one-time, non-recurring purchase that tops up your wallet. Packs are sold in fixed sizes and the credit amount is shown on the card before you buy.
- Credit packs are non-refundable. Once the purchase settles and the credits reach your wallet, the sale is final.
- Pack credits never expire. They stay in your wallet until you spend them, including across plan changes.
- A pack requires an active plan to buy. A pack tops up a subscription; it is not a standalone product. This is enforced before any payment is created, so you cannot be charged for a pack you were not eligible to buy.
- Pack credits are spent after plan credits. Your monthly allowance is drawn down first, so the credits that expire are used before the credits that do not.
What credits are, and are not
Credits are a prepaid unit of account inside VBN Studio. They measure how much AI work you can request. They are not money, not a stored-value instrument, not a security, and not a deposit.
- Credits have no cash value and cannot be exchanged, redeemed or withdrawn for money, at any time, including when an account closes.
- Credits cannot be transferred between accounts, sold, or given away.
- A monthly plan allowance expires 31 days after it is granted. It does not roll over. Each renewal grants a fresh allowance.
- Credits bought in a pack do not expire.
- Promotional or complimentary credits may carry their own expiry, which is shown when they are granted, and are never refundable in money because no money was paid for them.
The price in credits of every model is published on the Pricing page, and the exact cost of a generation is quoted to you by the server before it runs, based on the options you selected. You can see every credit movement on your account (grants, spends, returns and expiries) in Settings → Usage.
When a generation fails
This is the one case where value comes back to you automatically, and it comes back as credits in your wallet, not as money to your card.
Credits are reserved when you start a generation and only settle once the work is delivered. If the operation cannot be completed, the reservation is returned to your wallet automatically. You do not have to ask.
| Outcome | Credits |
|---|---|
| The generation succeeds | Settled. Spent, and shown in your usage history. |
| The generation fails terminally: a provider error, an invalid request, an unreachable input file | Returned to your wallet in full, automatically. |
| You cancel before the work is delivered | Returned to your wallet in full, automatically. |
| A batch produces fewer outputs than it reserved for | The difference is returned; you are charged only for what was delivered. |
| The generation succeeds but the result is not what you hoped for | Spent. The work ran and we paid the model provider for it. |
If credits were taken but no result was delivered and nothing was returned to your wallet within a few minutes, that is a fault and we want to know about it. Write to billing@vbnstudio.ai with the time and the model, and we will correct the balance.
What is not a ground for a refund
For clarity, and so that nobody is surprised after the fact, the following are not grounds on which we return money:
- You changed your mind after buying.
- You forgot to cancel before a renewal, or did not notice the renewal email.
- You did not use the plan, or used less of it than you expected to.
- Credits expired unspent, or remain unspent in your wallet.
- You are not satisfied with the quality, style or accuracy of what a model generated.
- A model you liked was withdrawn, repriced, or changed by its provider.
- You bought the wrong plan, the wrong billing cycle or the wrong pack size.
- You subscribed to use a specific feature that is marked Preview or Beta.
- Somebody with access to your account made a purchase. Keeping your account secure is your responsibility (see the Terms).
- Your account was suspended or terminated for breach of the Terms of Service.
We also do not offer trial periods, partial-month pricing, credit-for-credit exchanges between accounts, or the conversion of an unused plan into a credit pack.
Billing errors we will always fix
A refusal to refund is not a refusal to correct a mistake. If we charged you something you did not buy, we will put it right. Contact us and we will investigate, and where the charge was an error we will arrange for Dodo to reverse it.
- A duplicate charge: the same purchase billed twice.
- A charge after cancellation: a renewal taken after your cancellation had already taken effect.
- A charge you did not authorise, for example a payment method used without your permission. Tell us immediately and also tell your bank.
- A payment that was never provisioned: money taken, but the plan or the credits never reached your account. In most cases this self-corrects within minutes; if it has not, we will either deliver what you paid for or reverse the charge.
- An amount that does not match the price shown at the moment you confirmed the purchase.
Write to billing@vbnstudio.ai from the email address on the account, with the date of the charge and the order or payment reference. We are a small team and we read every one of these; we will get back to you as quickly as we can. Where a reversal is agreed, Dodo issues it to the original payment method, and how quickly it then appears is up to your bank.
What happens when a refund is issued
In the limited cases where money is returned (a billing error above, a requirement of law, or a decision Dodo makes as merchant of record), the credits that the payment granted are reversed at the same time.
- Unspent credits from that purchase are removed from your wallet.
- Credits you have already spent are not clawed back. We do not push a wallet negative for work that was delivered to you.
- A partial refund reverses a proportionate share of the credits, rounded in your favour, and never more than the purchase granted.
- A refunded subscription payment also ends the entitlement it paid for, so the account returns to the Free tier for that period.
Every adjustment of this kind is recorded against the original transaction and appears in your ledger in Settings → Usage, so the wallet balance can always be reconciled against what was paid.
Chargebacks
If you believe a charge is wrong, please contact us before contacting your bank. A chargeback takes weeks to resolve, costs both parties a fee, and we can usually settle a genuine billing error in a day or two.
Where a chargeback is raised against a charge that was validly made under this policy, we treat it as a dispute rather than a refund request, and we will provide Dodo and the card network with the account, purchase and usage records relating to it.
Your statutory rights
Nothing in this policy limits a right you have under a law that cannot be contracted out of. Where mandatory consumer law gives you a remedy that this policy does not, that law prevails and we will honour it.
Digital content delivered immediately
VBN Studio is digital content that is made available to you immediately on purchase: a plan's credits and its entitlements reach your account as soon as the payment settles, and you can spend them at once. In jurisdictions that provide a cooling-off or withdrawal period for digital content (for example the 14-day right of withdrawal in the EU and the UK), that right is lost once the content has been supplied with your consent. By completing a purchase and thereby requesting immediate access, you consent to immediate supply and acknowledge that you lose any such right of withdrawal.
Wherever you are
If the law where you live requires a refund in circumstances this policy does not cover, tell us and point us to it at billing@vbnstudio.ai. We would rather apply the law correctly than argue about a policy page.
Changes to this policy
We may update this policy. The version in force for any purchase is the version published on this page at the moment you completed that purchase, and a later change does not retroactively alter the terms of a payment already made.
Where a change is material, we will tell you by email at the address on your account before it takes effect, and you are free to cancel before your next renewal if you do not accept it.
Contact
For anything about a charge, a subscription or this policy, write to billing@vbnstudio.ai from the email address registered to the account, and include the order or payment reference for the charge. We cannot discuss an account's billing with an address that is not on it.
Related: the Terms of Service govern your use of VBN Studio, and the Privacy Policy explains what we do with your data.