01Refunds on credit packs
You can ask for a refund within 14 days of buying a credit pack. We refund the part of the pack you haven’t used, in proportion to the credits in that pack:
refund = price you paid × (unused credits from the pack ÷ total credits in the pack)
- If you haven’t used any credits from the pack, you get a full refund.
- For example, you buy the Creator pack (2,000 credits for $19) and use 500 credits. Within 14 days you can get back $19 × 1,500 ÷ 2,000 = $14.25.
- Bonus credits that come with a pack count as part of that pack.
- If you have credits from more than one pack, we use the credits from your oldest pack first.
- Any tax you paid on the refunded amount is refunded too.
Once a refund goes through, the refunded credits are removed from your balance.
02What we can’t refund
- Credits you’ve already used, including on results you didn’t like. Every generation runs on real computing power, so used credits can’t be given back as money. If something went wrong with a result, contact us anyway: we look at every case.
- Requests made more than 14 days after the purchase, unless the law requires otherwise.
- Free or promotional credits that weren’t part of a paid pack, such as the 100 welcome credits new accounts get when they first sign in.
- Credits in an account we closed because it broke our Terms of Service.
03Failed generations
If a generation fails because of a technical problem, or finishes without a result, the credits it used go back to your balance automatically. You don’t need to ask. If that didn’t happen, email us with the details and we’ll put it right.
04How to ask for a refund
Paddle.com is the Merchant of Record for PopNow orders and handles payments and refunds. You can ask for a refund in either of two ways:
- Go to paddle.net, look up your order with the email address you paid with or the order number on your receipt, and request a refund.
- Or email support@popnow.ai from the email address on your PopNow account, with your order number.
We usually reply within 2 business days. Approved refunds go back to the payment method you used. Banks usually take 5 to 10 business days to show them on your statement.
05Consumers in the EU and UK
If you are a consumer in the European Union or the United Kingdom, you have a legal right to withdraw from a purchase within 14 days. When you buy credits, you ask us to make them available straight away so you can start using them. You can still withdraw within 14 days of the purchase, and we’ll refund the credits you haven’t used as described above. Nothing in this policy affects your statutory rights.
06Chargebacks
If something is wrong with a charge, please contact us before you dispute it with your bank. It’s usually much faster. If a dispute is opened, we may pause the account while it’s being resolved.
07Contact us
Questions about a payment or a refund? Write to us:
Luma AI Labs, LLC2261 Market Street STE 72933, San Francisco, CA 94114, United Statessupport@popnow.ai