Refund Policy

This Refund Policy applies to all subscription plans and credit pack purchases made through Ozu. We aim to be fair and transparent about when refunds are available.

1. Subscription Refunds

1.1 Cancellation

You may cancel your subscription at any time via the Stripe Customer Portal in your account settings. Upon cancellation, you retain access to your plan's features through the end of your current billing period. No refunds are issued for the unused portion of a billing period.

Subscriptions purchased through the Apple App Store are canceled in your Apple ID subscription settings, not through Stripe. See Terms of Service §3.3.

1.2 No Mid-Period Refunds

Subscription charges are non-refundable once the billing period has started. You continue to have full access to your plan until the period ends, regardless of when you cancel.

2. Credit Pack Refunds

2.1 6-Hour Refund Window

Credit pack purchases may be refunded in full within 6 hours of the purchase time, provided you have consumed zero credits from that pack during that period. If any credits from the pack have been used, the pack is non-refundable.

2.2 After the 6-Hour Window

Credit packs are non-refundable after 6 hours from purchase, or at any time after credits from the pack have been consumed. Pack credits expire after 12 months from purchase.

3. Accidental Double-Purchase

If you accidentally purchase the same subscription plan or credit pack twice in rapid succession, we will issue a full refund for the duplicate charge regardless of timing. Contact [email protected] with "Duplicate Charge" in the subject line.

4. Service Issues

If you experience a service outage, a billing error, or a technical issue that results in lost credits without receiving the expected output, contact us at [email protected]. We will investigate and, at our discretion:

• Restore lost credits to your account
• Extend your billing period
• Issue a partial or full refund

We aim to resolve billing and credit disputes within 5 business days.

5. Failed Generations

You are charged only for generation work that completes.

Credits held for a generation that fails, times out, or is declined by a provider’s safety system are automatically returned to your balance. That matches Terms of Service §3.2. If automatic restoration does not occur, contact support with the generation timestamp and we will investigate.

A provider safety-system decline of a single generation is not the same thing as us terminating your account because you intentionally submitted content that violates the Acceptable Use Policy. Safety-filter declines get credits back. AUP termination does not unlock a subscription refund beyond what this policy and the law already require.

BYOK generations do not consume Ozu credits, so there is nothing for us to restore on a failed BYOK call. Provider-side charges are between you and the provider. See the BYOK Addendum.

6. Plan Downgrades

If you downgrade from a higher-tier plan to a lower-tier plan, the downgrade takes effect at the start of your next billing period. No refunds are issued for the difference between plan tiers during the current billing period. Features exclusive to the higher tier remain accessible until the period ends.

7. Chargebacks

If you file a chargeback with your bank or credit card issuer instead of contacting us directly, we may suspend your account pending resolution. We encourage you to contact [email protected] first — we respond within 24 hours on business days and resolve most billing issues same-day.

8. How to Request a Refund

Email [email protected] with "Refund Request" in the subject line. Include your account email, the charge date, and the reason for your request. Refunds are processed to the original payment method within 5–10 business days via Stripe. Purchases made through the Apple App Store are subject to Apple's refund policies and must be requested through Apple.

9. Contact

Cloud Creator LLC
c/o Northwest Registered Agent, 30 N Gould St, Ste N, Sheridan, WY 82801
[email protected]

Revised August 13, 2026: aligned failed-generation credits with Terms §3.2 (returns for timeouts and provider safety-system declines, not only system errors); distinguished AUP termination from a single safety decline; standardized the registered-agent address to Ste N.