Refund & Cancellation Policy

Overview

This Refund & Cancellation Policy explains how billing, cancellations, and refunds work for paid Sundream plans and credit purchases. It is part of, and incorporated into, our Terms of Service.

Sundream sells two things: per-seat subscription plans that grant a recurring allowance of generation credits, and one-time credit top-ups. Credits are spent to generate AI media (such as images and video), which incurs real, non-recoverable compute cost the moment a generation runs.

Because of this, our general rule is that fees are non-refundable except where this policy says otherwise or where a refund is required by applicable law.

Subscription plans

• Subscriptions are billed in advance on a recurring basis (monthly or annual) and renew automatically until cancelled. The price, billing interval, seat count, and included credits are shown at checkout and in your workspace billing settings.
• You can cancel at any time from your billing settings or the Stripe billing portal. Cancellation stops future renewals; your plan stays active and you keep access and remaining plan credits until the end of the current paid period.
• We do not provide prorated refunds for partial billing periods or for time you did not use, except where required by law.
• If we materially reduce a feature you are actively paying for, or if you are charged in error, contact us and we will work with you in good faith to make it right.

Credit top-ups

• Credit top-ups are one-time purchases that add credits to your workspace balance immediately. They do not auto-renew.
• Unused top-up credits may be eligible for a refund within 14 days of purchase if no credits from that purchase have been spent. Contact us to request one.
• Once any credits from a top-up have been used, that purchase is generally non-refundable, because the underlying generation cost has already been incurred.
• Promotional, bonus, or granted credits have no cash value and are never refundable or redeemable for money.

Credits are consumable

Credits are consumed when you run a generation, regardless of whether you are satisfied with the creative result. AI outputs are inherently variable, and an output you do not like is not by itself grounds for a refund of the credits it consumed.

If a generation fails due to a verifiable error on our side or that of our infrastructure, we will restore the affected credits or re-run the generation. Contact us with the relevant project and approximate time so we can investigate.

How approved refunds are processed

Approved refunds are returned to your original payment method through our payment processor. Processing times depend on your bank or card issuer and are outside our control.

When a purchase is refunded, the credits granted by that purchase are removed from your workspace balance, in proportion to the amount refunded. If those credits have already been spent, your balance may become negative and must be restored before further paid generation.

Chargebacks and disputes

If you have a billing concern, please contact us first — most issues can be resolved quickly. Opening a chargeback or payment dispute removes the disputed credits from your workspace and may result in suspension of the account or workspace pending resolution.

Statutory rights

Nothing in this policy limits refund or cancellation rights you have under mandatory consumer-protection law in your jurisdiction. Where a statutory right of withdrawal applies, note that by purchasing and using credits to generate media you may be requesting immediate performance of a digital service and, to the extent permitted by law, consenting to begin that performance before any withdrawal period ends.

How to request a refund

To request a refund or ask a billing question, email support@sundream.studio from the address on your account. Include your workspace name, the approximate purchase date, and a short description of the issue so we can help quickly.

Changes to this policy

We may update this Refund & Cancellation Policy from time to time. Changes apply to purchases made after the updated policy takes effect, and we will update the date shown above.

Contact

Questions about refunds or cancellations can be sent to support@sundream.studio.