Refund Policy

1. Overview

Phosphene sells subscription access and digital credits for AI image and video generation. We want billing issues resolved quickly and fairly. The refund process depends on whether a purchase was made on the web through Creem or in the iOS app through Apple.

2. 14-day refund window

You may request a refund within 14 days of purchase if the purchase was accidental, the Service did not work as described, or you are not satisfied and the paid credits or subscription benefits are unused or only minimally used. This window does not limit any mandatory rights available under applicable consumer law.

Credit packs are one-time purchases and do not renew. If some paid credits were already used, we may approve a proportional refund based on the unused balance. Fully consumed credits and completed generations that were delivered are generally not refundable.

3. Always eligible cases

We will review and generally approve refunds or corrections for:

• Duplicate or erroneous charges.
• Fraudulent or unauthorized charges after reasonable verification.
• Service outage or technical failure that prevented delivery or use of paid credits.
• Cases where a refund is required by applicable consumer law.

4. Cases we may decline

• Requests made after the 14-day window unless required by law.
• Requests for fully used credits or completed generations that were delivered.
• Accounts suspended for violations of our Terms.
• Repeated refund abuse, chargeback abuse, or payment fraud.

5. Cancellations

You can cancel a web subscription from your account before the next renewal. Cancellation stops future renewals but does not automatically refund previous charges. App Store subscriptions are managed from your Apple account settings.

6. How to request a refund

For a web purchase, contact us at [email protected] with your account email, transaction date, receipt or Creem order or transaction ID, and a short explanation. You can also use our billing support form. Target first response: First response within 24 hours on weekdays.

For purchases made through the App Store, request a refund directly from Apple at reportaproblem.apple.com. You can still contact Phosphene with your account email and App Store receipt or order ID when account access, plan activation, or credits need reconciliation, but Apple decides and processes App Store refunds.

7. Processing

Approved refunds are processed back to the original payment method when possible. For web purchases, funds typically appear within 5–10 business days after Creem processes the refund, depending on your bank or payment method. We may proportionally adjust credits or revoke refunded subscription access after a refund or dispute. Approved App Store refunds are processed by Apple.

8. Payment provider

Web orders are processed by Creem as our merchant of record. App Store purchases are processed by Apple under the terms shown in the App Store purchase flow. Each provider issues its own receipts and controls monetary refunds for purchases it processed.