When Canvane refunds a purchase, when it restores credits instead, and how to ask
2026/07/29
This Refund Policy explains how we handle refund requests for Canvane. It forms part of our Terms of Service and expands on section 9 of those Terms. Where this policy and the Terms differ on refunds, this policy applies.
Payments are processed by Creem, our merchant of record. Refunds are returned through Creem to the original payment method.
Purchases of digital products — subscriptions, credit packages, and one-time plans — are generally non-refundable, because access and credits are delivered immediately on payment.
This is the starting point, not the whole answer. Sections 4, 5, and 8 set out the situations where we do refund or restore credits, and section 3 sets out rights that apply regardless of anything in this policy.
If you are a consumer in the EU, the UK, or another jurisdiction with an equivalent regime, you normally have 14 days to withdraw from a distance purchase without giving a reason.
Because our product is digital content supplied immediately, that right is subject to an exception. Before you are sent to checkout, we show you that your purchase starts immediately and that starting it means losing the right of withdrawal; continuing to checkout is your consent to immediate supply and your acknowledgement of that consequence. We only rely on the exception where that notice was shown to you before the purchase completed.
Within the withdrawal period, where the exception does not apply:
To withdraw, email support@canvane.com within 14 days of purchase. You do not need to use a particular form of words.
Nothing in this policy limits mandatory rights you have under the consumer law of your jurisdiction, and nothing here is a waiver of those rights.
A generation is failed when it does not produce a usable video because of a fault on our side or on our model providers' — for example the job errors out, returns an empty or corrupt file, or never completes.
The remedy for a failed generation is credit restoration, not a cash refund. Credits are consumed when a generation is accepted for processing; if it then fails for a fault attributable to us, contact support@canvane.com and we will restore the credits to your balance. This is the same rule as section 6 of the Terms, and it applies whether the credits were free, included with a plan, or purchased.
Prompts blocked by content screening do not consume credits at all — screening runs before billing, so there is nothing to restore.
If credit restoration is not an adequate remedy in your case — for example a sustained outage across your whole billing period — tell us and we will consider a pro-rata refund or credit under section 10 of the Terms.
A generation that completes and returns a video has been delivered, even if the result is not what you hoped for. AI video generation is probabilistic: the same prompt can produce different results, and no model reliably matches every intent on the first attempt. That is a characteristic of the technology, not a defect in the Service, and the Terms do not warrant that output will be original, accurate, or fit for a particular purpose.
We designed the product so you do not have to buy before you know what it produces:
Because of that, aesthetic dissatisfaction with a completed generation is not on its own a basis for a refund. If output quality falls short of what the Service normally produces, tell us — we would rather look at it than have you assume the answer.
Credits expire: registration-bonus and plan credits 30 days after issue, purchased packages 180 days after purchase. Expired credits are removed from your balance and are not restored or refunded. Where you hold credits with different expiry dates, the ones expiring soonest are spent first.
The full rule is in section 6 of the Terms, and expiry is stated on the pricing page next to each plan. Letting credits expire unused does not create a right to a refund.
Cancelling a subscription stops future renewals. It does not reverse the charge for the current billing period, refund the unused part of that period, or end your access early — you keep access and any credits already issued until the period ends. Section 7 of the Terms sets this out in full.
You can cancel at any time from your billing settings or the customer portal. If you cancelled and were charged again anyway, that is a billing error under section 8 below, and we will refund it.
We refund these in full, without applying section 2:
Tell us as soon as you notice one.
Email support@canvane.com with:
Please contact us within 60 days of the charge. We will still look at later requests, but they are harder to verify, and this does not shorten any statutory period that applies to you.
We respond within 3 business days. Approved refunds go back to the original payment method through Creem and typically appear within 5–10 business days, depending on your bank or card issuer. We do not refund to a different account or by another method.
If you think a charge is wrong, please contact us first. It is faster than a chargeback, and it usually resolves the problem in one message.
This is a request, not a condition — you keep every right you have to dispute a charge with your bank or card issuer, and asking us first does not affect it. We mention it because a chargeback locks the amount for weeks while the banks work through it, and because chargebacks raised against an account may lead us to suspend that account under section 11 of the Terms.
We may update this policy. The date at the top shows when it last changed. The version in force when you made a purchase is the one that applies to that purchase.
Refunds, billing, and anything in this policy: support@canvane.com.