Refund policy

In short: you only pay for images you get. Failed generations come back as credits automatically, and an unused pack can be refunded in full within 14 days.

Failed or blocked generations

If a generation fails, times out or is stopped by the safety filter, its credits are returned to your balance automatically. You do not need to ask. The return shows in your credit history.

Refunding a credit pack

You can get a full refund to your original payment method when both are true:

• you ask within 14 days of purchase, and
• none of that pack's credits have been used.

Once credits from a pack have been used, that pack is not refundable, because each image is paid for to our image provider as soon as it is generated. Free sign-up credits have no cash value and are never refunded.

Problems we will fix even after you used credits

Email us and we will return the credits, or refund the purchase where credits cannot fix it, if:

• you were charged but the pack's credits never appeared;
• you were charged twice for the same order;
• a service outage on our side kept you from using credits you bought.

How to ask

Email hello@moss-image.com from your account's email address with your order number (shown in your payments). We reply within 3 business days. Approved refunds are sent within 5 business days; your bank or card issuer can take longer to show them.

If you are in the EU or UK, you may have a statutory right to withdraw from a digital purchase within 14 days. Using credits starts delivery of the service, and this policy applies the same 14-day window to unused packs. Nothing here limits rights you have under the law where you live.

Chargebacks

Please contact us before disputing a charge with your bank. We usually resolve problems faster. If a chargeback is opened, we may pause the account until it is resolved.

Last updated 27 October 2026. See also the terms of use and pricing.