Effective date: October 22, 2026
This policy explains purchase refunds and returned generation credits on Filtora. Read it together with our Terms of Service.
1. What you purchase
Filtora sells one-time credit packs for AI photo generation. Purchases do not renew, and credits do not expire. Credits belong to the purchasing account and cannot be transferred or redeemed for cash. A refund of an eligible purchase is separate from exchanging credits for money. Our browser-only photo filters remain free.
Pack prices are shown on the Credits page. Applicable tax and the final total are shown at checkout. Waffo processes purchases; keep your payment receipt and order reference.
2. Purchase refund reviews
Contact us to request a review of unused purchased credits, an accidental or duplicate purchase, a payment that did not deliver credits, or a technical problem that prevented use of your purchase. If AI access is permanently terminated, you can also request a review of unused purchased credits. A restriction does not automatically erase your purchased balance.
We review the payment, credit usage and circumstances of each request. Sending a request does not itself confirm a refund. Used credits and successfully delivered generations are not automatically refundable. AI results are creative interpretations, so a particular likeness or appearance is not guaranteed; if a result has a problem, contact us with its request reference for review.
Refund eligibility and the amount depend on the circumstances, applicable consumer rights and the terms of the original purchase. This policy does not exclude rights to a remedy for a defective or undelivered service.
3. Failed or blocked generations
Credits are reserved when generation starts and deducted when a validated result is ready to download. Failed, safety-blocked or undeliverable requests do not consume credits; any reserved credits are returned to your balance. Unresolved reservations are released after 15 minutes during the next scheduled recovery check. While a request is still being checked, its credits may remain reserved.
Returning generation credits does not automatically refund your payment. You can use returned credits for another generation or contact us separately for a purchase refund review. If credits remain reserved or a charge appears incorrect, include the generation reference in your message.
Completed results are available to the signed-in owner for 24 hours. Download a copy to keep it. Letting a delivered result expire does not automatically return its credits or refund the purchase.
4. How to request help
Email contact@filtora.app with the subject “Refund request” and include:
- The email address associated with your Filtora account.
- The order reference or payment receipt, purchase date and amount.
- Your reason for the request and, for a generation problem, the request reference if available.
You can find recent purchases under “Recent orders” on the Credits page. If a payment is still unconfirmed, open the order and choose “Check payment” before making another purchase. If you cannot access your account or reference, email us with the details you have.
Do not send passwords, full card numbers or card security codes. We may ask for additional information needed to locate the purchase and explain the review outcome by email.
5. Approved refunds and your balance
Approved purchase refunds are processed through the payment provider for the original transaction. Submission and approval are separate from funds reaching you; processing time depends on the provider and your financial institution. We will confirm the approved amount and available refund details rather than promise a fixed arrival date.
A confirmed full refund removes the credits associated with that purchase. A confirmed partial refund removes a proportional share, rounded up, based on the refunded amount relative to the original payment, including tax. You cannot keep using credits covered by a refund.
New spending may be paused during a refund or payment-dispute review. If refunded credits have already been used or reserved, the account may need a billing review before more generations are available. Contact us for help resolving the balance.
6. Your rights
Nothing in this policy limits mandatory consumer rights, including any applicable cancellation or refund rights. Where those rights require a different remedy, they take precedence. For questions about this policy or an existing request, contact contact@filtora.app.