Refund Policy

1. Failed Generations

If a generation job fails due to a platform or AI-provider error — for example the model times out, returns a blank result, or the job errors before completing — the credits deducted for that job are automatically returned to your balance. This happens within seconds and requires no action from you.

If you believe credits were consumed by a failed generation that was not automatically refunded, email us with the approximate date and time of the generation. We will investigate and restore your credits if the failure was on our side.

2. Credit Pack Refunds

One-time credit packs (Starter, Creator, Studio) are eligible for a full refund if:

• You request the refund within 14 days of the original purchase date
• You have used fewer than 50 credits from the pack (we consider this reasonable evaluation usage)

Refunds are not available for packs where a significant portion of the credits has been spent, packs purchased more than 14 days ago, or packs purchased during a promotional discount that was clearly communicated as final sale.

3. Monthly Subscriptions

You can cancel a monthly subscription at any time from your account billing settings or by contacting us. When you cancel:

• Your plan remains active until the end of the current billing period
• No further charges are made from the next billing cycle
• Credits allocated to your current period are yours to use until the period ends
• We do not offer pro-rated refunds for the remaining days in a billing period once it has started

Exception: if you cancel within 48 hours of an initial subscription charge and have used fewer than 50 credits in that period, you may request a full refund for that charge.

4. Non-Refundable Situations

The following are not eligible for refunds:

• Credits spent on successful AI generations, even if you are dissatisfied with the output — AI results are inherently variable
• Credits that have expired (monthly rollover credits past the two-cycle limit)
• Accounts suspended or terminated for violations of our Terms & Conditions
• Purchases made more than 14 days ago (outside the refund window)

5. How to Request a Refund

Email support@winthrope.com with the subject line "Refund Request" and include:

• The email address on your Winthrope account
• Your Paddle order or transaction ID (found in your receipt email from Paddle)
• A brief reason for the refund request

We aim to respond within 3 business days. Approved refunds are processed by Paddle and typically appear on your original payment method within 5–10 business days, depending on your bank or card issuer.

6. Payment Processing

All payments are processed by Paddle, which acts as the Merchant of Record for all Winthrope transactions. This means Paddle handles the billing, VAT and tax calculation, and refund processing on our behalf. When you purchase credits, your statement may show a charge from Paddle rather than Winthrope.

If you raise a refund request with your bank (chargeback) before contacting us, we may be unable to process a voluntary refund. Please reach out to us first — we are reasonable people and will do our best to resolve issues fairly.

7. Consumer Rights

If you are a consumer in the United Kingdom or European Union, you may have additional statutory rights under the Consumer Rights Act 2015 (UK) or the Consumer Rights Directive (EU). Nothing in this Refund Policy limits or excludes those rights. If you are unsure of your rights, contact your local consumer protection authority.

8. Contact