1. Credits vs. money
Returning credits and refunding a payment are different things. This policy explains when each applies. Your plan, payment history and credit history are in your account and credits pages.
2. Failed or blocked images
If an image fails, times out or is blocked by the AI provider's safety filter, the credits it cost are returned automatically. You do not need to ask. If your balance looks wrong, contact us with the approximate time of the request.
3. Completed results
An image that was generated successfully but does not match what you wanted is not a technical failure. Trying again with a different prompt costs credits as shown for that request.
4. Subscriptions
You can cancel at any time from your account (through your payment provider's portal). Cancellation stops the next renewal; you keep access and the credits of the current paid period until it ends. Canceling is not itself a refund request.
5. Credit packs
Credit packs are one-time purchases. If a purchase was a mistake and the credits have not been used, contact us within 14 days of purchase for a refund.
6. Requesting a refund
Contact us with the order reference (shown in your payment history), the purchase date and the reason. We review the payment, the usage and your statutory consumer rights before deciding.
7. What a refund does
An approved refund goes back to the original payment method through the payment provider; timing depends on the provider and your bank. When an order is fully refunded, the credits it granted that are still unused are removed. Partial refunds do not change your plan or credits.
8. Promotional credits
New accounts receive a one-time bonus of free credits at sign-up, valid for 7 days. Bonus and other promotional credits are not purchases and cannot be refunded or exchanged for money.
9. Unexpected or duplicate charges
Report unfamiliar or duplicate charges promptly with enough information to identify the order: never send a full card number. We will check our records and put it right.
10. Contact and statutory rights
support@nanobanana21.app. This policy does not remove any rights that applicable consumer law gives you. See also our Terms of Service.