Last updated: October 24, 2026 · Effective: October 24, 2026
If you are a consumer in the European Union, the United Kingdom, or another jurisdiction with equivalent distance-selling rights, you have the right to cancel a subscription purchase within 14 days of the contract, without giving any reason (the "cooling-off period"). To exercise it, email support@lenswave.ai with your account email before the period ends and we will refund you to the original payment method within 14 days.
Digital-content exception: under the EU Consumer Rights Directive (and equivalent UK rules), once a digital service has begun with your express consent, you lose the withdrawal right. This means: if you have already generated a finished video on a paid plan, used generations, or actively used the unlocked canvas features during the cooling-off period, the 14-day cancellation right no longer applies to that purchase. The 14-day guarantee therefore applies to unused purchases only.
Regardless of region, you may request a full refund within 14 days of purchase if the plan is unused: no finished video has been generated with it and no generations have been produced. Browsing the studio, creating or opening a project, or exploring templates does not count as use.
Not refundable: once a finished video has been generated, the purchase is activated and non-refundable. Already-used add-ons are non-refundable. Unused plan time is refunded to the original payment method.
Expiry: prepaid credits expire 12 months after each top-up. Unused balance rolls forward within that window.
Refund: unconsumed (unused) balance — i.e. credits not yet spent on any generation run — is refundable on request within 30 days of the top-up. Consumed credits (any generation started, even if it failed on our side) are non-refundable. Failed generations caused by our system are auto-refunded to your wallet.
Subscriptions renew automatically until canceled. You can cancel at any time, self-service, without contacting support:
When am I charged? Renewal is charged about 24 hours before each new billing period. We email a renewal reminder before every charge. Effect of cancellation: you keep paid benefits until the end of the period you paid for; after that, the plan stops and no further charges occur. We never silently renew a canceled or expired plan.
Approved refunds are returned to your original payment method (Stripe / PayPal), usually within 5–10 business days. For any billing dispute, contact us first — we prefer to resolve it by refund rather than a payment dispute. System failures or abnormal model billing: file a ticket within 14 days with the bill attached and we will review it case by case.
support@lenswave.ai — we respond within 24 hours on business days. See also Terms of Service and Privacy Policy.
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