Refund Policy

1. Overview

Banana Gene provides AI-powered image and video generation services. Because each generation request consumes real computational resources and API costs, our refund policy is designed to be fair while protecting against abuse. All payments are processed by Paddle Commerce Inc. and Creem (Armitage Labs OÜ), each acting as the Merchant of Record for the transactions it processes. Refunds are subject to both this policy and the applicable payment processor's Terms of Service.

By completing a purchase, you acknowledge that you have read and agreed to this Refund Policy.

2. Digital Service & Consumption Notice

Banana Gene is a digital service with immediate delivery. Credits are made available to your account instantly upon payment confirmation. Because AI generation consumes real-time computational resources (GPU, API calls, storage), the following applies:

• Any credits consumed through generation requests are considered used and non-refundable, regardless of whether you were satisfied with the output.
• AI-generated content is inherently variable in nature. Dissatisfaction with AI output quality, style, or results does not constitute grounds for a refund.
• You are encouraged to use the 20 free credits provided to new accounts to evaluate the service before purchasing.

3. Subscription Refunds

3-Day Cooling-Off Window (New Subscribers Only): If you are a first-time subscriber and cancel within 3 days of your initial subscription purchase, you may request a refund, subject to the following conditions:

• You have consumed less than 5% of your monthly credit allocation (i.e., fewer than 50 credits on a 1,000-credit plan).
• This is your first subscription purchase on this account. Renewals, upgrades, and downgrades are not eligible.
• Your account has not been flagged for suspicious activity, abuse, or policy violations.

After 3 Days / After Credit Usage: Subscriptions are strictly non-refundable once the 3-day window has passed or once more than 5% of credits have been consumed, whichever comes first. No partial refunds are issued for unused days in a billing period.

Renewals: Subscription renewals are non-refundable. It is your responsibility to cancel before the renewal date if you no longer wish to continue. Renewal reminders are sent by your payment processor to your registered email address.

Annual Plans: Annual subscriptions are non-refundable after the 3-day cooling-off window. If you cancel an annual plan, you retain access until the end of the paid year with no refund for the remaining period.

4. Credit Pack Refunds

Zero Usage Only: Credit packs may only be refunded if zero credits have been consumed from the pack, and the refund request is made within 7 days of purchase.

Partial Use = No Refund: Once even a single credit from a credit pack has been used, the entire pack becomes non-refundable. There are no partial refunds for partially used credit packs.

One-Time Refund Limit: Each account is eligible for a maximum of one (1) credit pack refund over its lifetime. Subsequent refund requests for credit packs will be declined.

Expiration: Credit packs are valid for 12 months from the date of purchase. Expired credits are non-refundable.

5. Non-Refundable Circumstances

Refunds will not be issued under the following circumstances:

• Dissatisfaction with AI-generated output quality, style, or results.
• Accidental purchases where credits have already been consumed.
• Failure to cancel before a subscription renewal date.
• Requests made outside the eligible refund window.
• Accounts that have violated our Terms of Service or Acceptable Use Policy.
• Requests from accounts that have previously received a refund for the same product type (subscription or credit pack).
• Claims that the service "didn't work as expected" without documented evidence of a technical failure reported to support prior to the refund request.

6. Abuse Prevention

We actively monitor for refund abuse. The following behaviors will result in permanent refund ineligibility and may result in account suspension:

• Requesting a refund after consuming a significant portion of credits.
• Repeated purchase-and-refund patterns across multiple accounts or payment methods.
• Filing chargebacks with your bank or card issuer without first contacting us. Chargebacks are considered a breach of these Terms and will result in immediate account termination and permanent ban from the platform.
• Creating multiple accounts to exploit free credits or refund policies.

We reserve the right to share abuse records with the applicable payment processors to protect against fraud.

7. Technical Failures

If a generation request fails due to a confirmed technical error on our end (e.g., server error, credits deducted but no output delivered), we will restore the consumed credits to your account. This is not a monetary refund but a credit restoration.

To report a technical failure, contact support@bananaimag.com within 7 days of the incident with your account email and a description of the issue.

8. How to Request a Refund

To submit a refund request, email support@bananaimag.com with the subject line "Refund Request" and include:

• The email address associated with your account.
• Your order number or transaction ID (found in your purchase receipt email).
• The payment processor associated with your purchase (Paddle or Creem).
• The reason for your request.
• A screenshot or description of any technical issue (if applicable).

We aim to respond within 3 business days. Approved refunds are processed by the applicable payment processor and typically returned within 5–10 business days depending on your payment provider.

9. Subscription Cancellation

You can cancel your subscription at any time via your account settings. Cancellation stops future renewals but does not trigger a refund for the current billing period. You retain full access until the end of the paid period.

10. Changes to This Policy

We may update this Refund Policy at any time. Changes will be posted on this page with a revised "Last updated" date. Your eligibility for refunds is governed by the policy in effect at the time of your purchase.

11. Contact

For questions about this policy, contact: support@bananaimag.com