Refund Policy

The reason for the condition is simple: each generated image costs us money with our AI providers the moment it is produced, and that cost cannot be reversed. Credits you haven’t touched have cost us nothing, so there is no reason to keep your money.

Separately from this, credits are returned to your balance whenever a generation fails for a technical reason — see section 5. That happens regardless of the 14-day window.

A credit pack is refundable in full within 14 days of purchase if the balance it granted is still untouched.

• No credits spent — full refund of the amount paid, and the credits are removed from your balance.
• Some credits spent — the pack is not refundable, because generations have already been produced against it. If something went wrong, contact us and we will look at your account individually.
• More than 14 days ago — outside the standard window. Write to us anyway if you believe your case is exceptional.

Where you hold credits from more than one purchase, credits are treated as spent in the order they were granted, oldest first.

You can cancel at any time from your billing settings, or by writing to billing@studiomodela.com. There is no cancellation fee and no minimum term.

• Cancellation stops the next renewal charge
• Your plan stays active, with its credits, until the end of the period you have already paid for
• Credits already in your balance remain usable while the account is open

Cancelling is not the same as requesting a refund. If you want your money back as well, ask us under section 8.

Credits are deducted when you submit a generation. If that generation fails, the credits come back:

• Automatically, where we detect the failure — a provider error, a rejected request, or a job that never started.
• On request, where a generation is stuck beyond the point at which it could still be running. A button appears on the generation itself; the request reaches our team and is reviewed, normally within one working day.

These returns are made in credits rather than money, and they are not limited by the 14-day window in section 1. A generation whose credits have been returned does not count as spent for the purposes of this policy.

A generation that completes has consumed provider capacity, so we cannot refund credits simply because you do not like the image. Generative models are probabilistic, and the same settings can produce different results on different runs — section 12 of the Terms of Service explains this in more detail.

That said, we would rather you got a usable image than a refund. If the output is badly wrong — the wrong garment, a corrupted image, something that ignores your input entirely — send us the generation link at support@studiomodela.com. We review these individually and regularly return credits where the result clearly fell short.

• Credits that have been spent on completed generations
• Purchases older than 14 days, outside exceptional circumstances or where the law says otherwise
• The unused remainder of a billing period whose credits have been used
• Accounts terminated by us for a breach of the Terms of Service, where unused credits are forfeited
• Purchases where we find evidence of fraud, payment abuse, or repeated refund requests followed by re-purchase

Email billing@studiomodela.com from the address on your account, and include:

• The email address registered to your Modela AI account
• What you bought and roughly when
• The Paddle order or receipt number, if you have it to hand
• The reason for the request — brief is fine

We reply to every request and aim to decide within 5 working days. If we need anything else from you, we will ask in that first reply.

You can also contact Paddle, our payment provider, directly through the link on your receipt. Paddle will refer the request to us under this policy.

Payments are processed by Paddle.com Market Ltd as merchant of record, so approved refunds are issued by Paddle to the original payment method. We cannot refund to a different card or account.

• Refunds are made in the currency you were charged in
• Funds normally appear within 5–10 working days, depending on your bank
• Any sales tax or VAT charged is refunded with the purchase, and your receipt is credited
• Currency conversion differences applied by your own bank are outside our control and are not made up by us

Credits attached to a refunded purchase are removed from your balance when the refund is issued.

Nothing in this policy limits rights you have under consumer law. If you are a consumer in the EU, the UK, or another jurisdiction with a statutory right of withdrawal for digital services, that right applies in addition to this policy.

Where you ask us to make the Service available immediately and you then begin generating images, you may lose the statutory right of withdrawal for the part of the service already supplied — which is the same outcome this policy describes.

If you think a charge was made in error or without your authorisation, contact us before raising a chargeback. We can almost always resolve it faster.