Banana Studio · Web

Refunds and failed creations

Help center / Billing and your plan

This is a summary of our Refund Policy, which is the full text and takes precedence.

Payments are final, with these exceptions

Plans and credit packs are delivered immediately: credits arrive as soon as a payment succeeds. Because of that, purchases are final. We do refund:

• A duplicate charge for the same period or the same credit pack.
• Credits that never arrived, when a payment succeeded and we cannot add the credits.
• A persistent technical problem on our side that made the studio unusable for a substantial part of a period you paid for. These are assessed case by case and may be partial.
• Anything the law requires in your country.

We do not refund unused time after you cancel, unused or expired credits, a renewal you forgot to cancel once the new period has started, or creations that completed but did not turn out the way you wanted.

EU and UK: 14 days to withdraw

If you live in the EU, the EEA or the UK, you can withdraw from a purchase within 14 days by emailing us, as long as you have not used any credits from it. Once you start a creation with those credits, the right of withdrawal no longer applies.

How to ask for a refund

1. Email nanobananastudio@gmail.com from the address on your account, within 14 days of the charge.
2. Include your Stripe receipt or the payment reference, the date and amount, and a short description of the problem.
3. We reply within 5 business days. Approved refunds go back to the original payment method and usually appear within 5 to 10 business days.

Purchases made in the iPhone app go through Apple’s own refund process.

When a creation fails

• Starting a creation reserves its credits. If it fails for a technical reason, on our side or our provider’s, those credits go back to your balance automatically. History shows how many credits were returned on that creation.
• If a request times out, check History before trying again. Retrying the same request does not charge you a second time.
• A creation that completes but is not what you hoped for is not a technical failure, so its credits are not returned.

Disputes

If something looks wrong with a charge, contact us first. A direct request is usually resolved within a few days, faster than a dispute through your bank.