Refund, Cancellation & Credits Policy
Subscriptions, credits, cancellation and money back
Last updated: 16 August 2026
This policy forms part of the Terms of Service and explains exactly what happens to your money and your credits. Where you are a consumer in the EU or EEA, your statutory right of withdrawal applies in addition to everything here and is never limited by it.
1. How credits work
- • Credits are the unit of account for using the service. They are not money, not electronic money, and not redeemable for cash.
- • Credits are granted on each successful subscription payment, and may also be granted by us directly, for example as compensation or as part of an agreed arrangement.
- • Credits cannot be transferred between accounts, sold, or given away.
- • The credit cost of an operation is shown before you confirm it. Prices may change for future operations, never for one you have already run.
Reservation and settlement
When you start a generation we reserve the estimated cost and settle the actual cost on completion. If the actual cost is lower, the difference returns to your balance automatically. Every movement — grant, reservation, settlement, refund — is recorded in a ledger you can inspect at any time under billing.
Failed generations
If a generation fails for a reason attributable to us or to a model provider, you are not charged and the reservation is released. If a generation completes but you dislike the result, it has been charged: the compute was consumed, and the model's output is not something we can undo. That is the nature of generative tooling and we would rather say so plainly than bury it.
If you believe you were charged for something that failed, write to info@raydance.ai with the approximate time. We check the ledger and, where you are right, credit you back.
2. Subscriptions and renewal
Subscriptions run for the interval you selected — monthly or annual — and renew automatically unless cancelled. Each successful payment grants that period's credit allocation.
An annual plan does not renew for a further fixed year. At the end of the initial 12-month term it continues indefinitely and you may terminate it at any time with one month's notice. This is what § 309 no. 9 BGB requires for consumer contracts, and we apply it to every customer rather than only to those who could insist on it.
We will tell you before a price change takes effect, and a price change never applies to a period you have already paid for. If you do not accept a new price you may cancel before it takes effect.
3. Cancelling
You can cancel your subscription at any time from billing. Cancellation is effective at the end of the current paid period: you keep access, and the credits already granted, until then. We do not pro-rate a partly used period, and we do not cancel your access early as a penalty for cancelling.
You can also cancel by simply telling us — by email to info@raydance.ai or through the contact page. We will not require you to use a particular channel, and we will not put a retention conversation in your way.
Deleting your account cancels any active subscription at the end of the current period.
4. What happens to unused credits
- • While your subscription is active, credits do not expire. Unused credits carry over from period to period. You paid for them; they remain yours to spend.
- • After a subscription ends, unused credits remain spendable for 90 days. We will remind you before they lapse.
- • If we terminate your account for a serious breach of the Acceptable Use Policy, unused credits are forfeited.
- • If we discontinue the service, we will give you reasonable notice and refund the unused portion of any period you have paid for, together with credits you purchased and could not spend.
5. Refunds
Where we refund as a matter of course
- • A valid withdrawal by an EU/EEA consumer within the statutory period — see section 6.
- • A charge you did not authorise, or a duplicate charge.
- • A billing error on our side.
- • A material failure of the service that we could not remedy within a reasonable time.
- • Credits deducted for a generation that failed for a reason attributable to us or a provider.
Where we generally do not refund
- • Credits already spent on completed generations, including where you did not like the output.
- • A period you used and are now part-way through, outside the statutory withdrawal period.
- • Termination for a serious breach of the Acceptable Use Policy.
- • A change in your circumstances, or a decision to stop using the service, mid-period.
We will still look at anything you raise. If something happened that is not on either list and you think a refund is right, write to info@raydance.ai and tell us what happened. Refunds are made to the original payment method within 14 days of our decision.
Nothing in this section limits your statutory rights, including your rights on a defective digital service.
7. Chargebacks
If something is wrong with a charge, tell us first — it is faster than a chargeback and we can usually fix it the same day. Write to info@raydance.ai.
Where a chargeback is raised against a charge that turns out to have been legitimate, we may suspend the account until the matter is resolved. We will not do so before contacting you, and raising a genuine dispute with your bank is never itself a breach of these terms.
8. Taxes and invoices
Invoices are available under billing. Where VAT applies it is shown separately. Refunds include the VAT element where it was charged. We keep billing records for ten years as German tax law requires, which is why a deletion request cannot remove them — see the retention table in the Privacy Policy.