VERSION DRAFT-2026-07-20

Refund and Cancellation Policy

Draft rules aligned with the implemented Stripe subscription, credit ledger, reservation, and failed-render behavior.

Effective date: [LEGAL_EFFECTIVE_DATE — REQUIRED BEFORE LAUNCH]

Draft status

This draft describes current product mechanics; it does not create a refund guarantee. Mandatory consumer rights always apply and can vary by location.

Review requiredCOUNSEL REVIEW REQUIRED: confirm the legal entity, age gate, regions served, governing law, dispute terms, consumer-rights disclosures, and contact details before publication.

Subscriptions

Subscriptions renew for the selected monthly or annual interval until canceled. Where configured, users can schedule cancellation in the Stripe customer portal. The implementation records Stripe’s cancel-at-period-end status and keeps access through the paid period. It does not currently enforce automatic prorated cash refunds or an in-app immediate-cancellation refund.

Review requiredBUSINESS + COUNSEL: choose immediate versus period-end cancellation, proration, cooling-off/withdrawal handling, renewal notices, and trial rules.

Credit packs and credits

One-time credit packs are granted only after a signed Stripe payment event confirms payment. Redirects do not grant credits. Unused credits, subscription grants, and pack credits are tracked in an immutable ledger. The current code has no automated cash-refund endpoint and does not promise that unused credits are refundable.

Review requiredBUSINESS + COUNSEL: decide whether unused purchased credits are refundable, whether promotional/subscription credits expire, and how credits are treated on cancellation or deletion.

Rendered and consumed credits

A render reserves credits before work and consumes them only after a successful final render. A failed or canceled final render releases its reservation; idempotency prevents retry double-charging. Credits already consumed by a successful render are not automatically restored merely because the user dislikes the creative result.

Failed delivery, duplicate charges, and disputes

Users should contact support about failed delivery, duplicate charges, unauthorized payments, or ledger errors. TwentyFour may investigate provider and audit records and, if appropriate, correct credits or issue a Stripe refund manually under an approved policy. Chargebacks do not automatically determine entitlement and may pause billing access while investigated. Users retain any non-waivable rights.

Review requiredCOUNSEL + OPERATIONS: define support SLAs, evidence, fraud handling, refund authority, chargeback response, and accounting treatment.

How to request

Use the Stripe portal for cancellation where available and contact [LEGAL_SUPPORT_EMAIL — REQUIRED BEFORE LAUNCH] for a billing review. Include the account email, invoice or receipt reference, date, amount, and reason; never send full payment-card details.