We want you to be happy with the Service. This Refund Policy explains when you can ask for your money back, what the timing looks like, and how to start a request. It applies to all paid features on NextGen Studio.
1. Automatic credit refunds for failed generations
Credits are deducted up front when you start a generation (script, storyboard, image, voice, video, render, etc.). If the generation fails because of an error on our side - a backend crash, a third-party AI provider outage, an internal timeout - we automatically refund the credits to your balance. No action needed from you.
Refunds are notissued automatically when a generation completes but you don't like the result. AI outputs are inherently non-deterministic; getting a result you don't love is part of the creative process, not a fault. Re-roll or tweak your prompt and try again.
2. One-time top-up bundles
Top-up purchases (Starter, Creator, Pro bundles) are typically non-refundable once credits have been used. If you purchased a bundle by mistake, or if the credits never landed in your account due to a webhook failure on our side, contact businessvisionmediagroup@gmail.com within 14 daysof purchase and we'll arrange a full refund of any unused credits via Paddle.
3. Subscriptions
- First charge:if something is clearly broken with your subscription on day one (you didn't receive the monthly credits, the tier shows the wrong limit, etc.), email us within 14 days for a full refund of that period.
- Cancel anytime: when you cancel, your subscription stays active until the end of the period you already paid for - no further charges, and you keep using your credits. Mid-cycle cancellations are not refunded pro-rata by default.
- Upgrades / downgrades:Paddle calculates a prorated charge or credit on tier switches. Charges that result from your own tier change are not refundable as “mistakes” once committed; we'll happily walk you through the math if something looks off.
- Renewal you didn't want:if your subscription auto-renewed and you didn't intend to keep it, email us within 7 days of the renewal charge. As long as you haven't consumed the new period's credits, we'll typically refund.
4. Statutory refund rights
Nothing in this policy limits your statutory rights under applicable consumer law. EU/EEA and UK consumers may have a 14-day right of withdrawal under the Consumer Rights Directive - note that this right is generally waived once digital content (including AI generations) has been delivered with your consent, which happens the moment you spend credits.
5. How to start a refund
- Email businessvisionmediagroup@gmail.com from the address attached to your account.
- Include the Paddle transaction ID (from your receipt email) and a one-line description of the problem.
- We aim to respond within 2 business days. Approved refunds are processed by Paddle and typically appear back on your card within 5–10 business days, depending on your bank.
6. Chargebacks
Please contact us before disputing a charge with your bank. Chargebacks cost us more than the refund itself and can result in your account being suspended while the dispute is investigated. We'd rather just sort it out by email.
7. Contact
Refund requests and billing questions: businessvisionmediagroup@gmail.com.