Refund Policy
Credits for failed or blocked images, cash refund requests and cancelling a subscription.
2026/10/19
Failed or blocked images
If a generation or edit fails, or its result is blocked by safety review, the credits reserved for it are returned automatically. Returned credits keep their original source and expiry date. If those credits expired while the job was running, replacement credits are added and stay valid for 7 days. This is a credit return, not a cash refund.
Credit pack refunds
Contact us within 7 days of purchase to ask for a refund of the unused credits from that pack. The refund is the price you paid multiplied by the share of the pack's credits still unused, rounded down to the nearest cent. Credits you have already spent are not refundable. If a job is still running on those credits, we review the request once it finishes.
Subscription refunds
Contact us within 7 days of the first payment or a renewal. That payment can be refunded in full only if none of the credits it delivered have been used and no job is running on them. Yearly plans deliver credits monthly, so a yearly payment is refundable within 7 days if none of the delivered credits have been used.
How to ask for a refund
Email support@mossimage.app from the email address on your account. Include the order reference, the purchase date and the reason for your request. While we review a request, the credits involved are locked so they cannot also be spent. Approved refunds go back to the original Stripe or PayPal payment method. Your bank or PayPal decides how quickly the money appears.
Cancelling a subscription
You can cancel future renewals at any time in Billing. Cancelling does not refund past payments. Credits you have already paid for stay usable until they expire, unless the payment is refunded, reversed or disputed.
Results that differ from what you expected
AI results vary, and a result can differ from what you had in mind. A finished image is not a failed generation just because of creative differences. If you believe MossImage did not deliver what it described, contact us and we will look into it. This policy does not limit any rights you have under the law where you live.