The AvatarFactory refund policy in plain words
The refund and cancellation windows for monthly, annual and credit purchases, in plain words, plus how to ask. The Terms page stays the source of record.
Where this comes from
The policy lives in the Terms of Service, sections 3.3 and 4. The quotes below are copied from that page word for word and marked as quotes. The Terms are the policy; this article only explains them. If the two ever differ, the Terms page wins.
The policy, quoted
From section 3.3, Cancellation:
“You can cancel your subscription at any time online from your account settings, with no more effort than it took to subscribe. Cancellation takes effect at the end of the billing term you have already paid for, and you keep access until then. Except as stated in the Refund Policy below, we do not provide prorated refunds for unused time.”
From section 4, Refund Policy:
“Refund requests must be submitted within the window that applies to the charge, measured from the moment of payment. No refund request will be accepted more than seven days after a charge. These windows apply to renewal charges as well: each renewal starts its own window.”
“Monthly plans. Eligible for a refund if the request is made within 24 hours of payment.”
“Annual plans. Eligible for a refund if the request is made within 7 days of payment.”
“Add-ons. Non-refundable.”
“Credits. Eligible for a refund if the request is made within 24 hours of payment and the credits have not yet been used.”
“Credits that have been used, and services that have been consumed, are not refundable. Approved refunds may be reduced by payment processing and transaction fees of up to 15%. Refunds are issued to the original payment method, and the time it takes to appear depends on your payment provider or bank.”
“To request a refund, contact us at the address in the Contact section with the email on your account and the details of the charge.”
From section 4.1, Chargebacks:
“If you believe a charge is incorrect, contact us first and give us a reasonable opportunity to resolve it. Filing a payment dispute or chargeback without contacting us, or filing one we reasonably determine to be fraudulent or without merit, may result in suspension or termination of your account and forfeiture of remaining credits. We reserve the right to dispute chargebacks and to provide our records of your account and usage to the payment processor.”
What it means
The clock starts at the moment of payment. Not when you noticed the charge, not when you last used the app. Your Billing History on the Plan & Usage page lists the date and the amount of every charge. If a charge sits close to the edge of a window, tell us and we check the exact time of the payment on our side.
Each charge has its own window.
| Charge | Window |
|---|---|
| A monthly plan payment | 24 hours from payment |
| An annual plan payment | 7 days from payment |
| A credit purchase | 24 hours from payment, and only if the credits are unused |
| An add-on | No refund |
| Any charge older than seven days | No refund |
Renewals count too. A renewal is a new charge with a new window of its own. The window for a monthly renewal is 24 hours from the renewal payment.
Used credits and consumed services are not refunded. A credit purchase stops being refundable the moment any of those credits are used, and a service you have already used is not refunded.
Approved refunds may be reduced by up to 15 percent for payment processing and transaction fees, and they go back to the payment method you paid with. How long it takes to appear depends on your payment provider or bank.
Canceling is separate from refunding. Canceling stops the next charge and you keep access until the end of the term you paid for. It does not by itself refund the current term. If you want both, cancel in the app and send the refund request within the window.
A failed render is not a refund case. Credits held for a job that failed are returned to your balance automatically. That is a credit remedy inside the app, not a money refund, and it is covered in the failed renders article linked below.
How to ask
- Open Plan & Usage and find the charge in Billing History. Note the date and the amount.
- Write to Support@AvatarFactory.IO from the email on your account. Include the date and amount of the charge and one line on why you are asking.
- We check the charge against the windows above and reply within one business day. Being inside a window makes the charge eligible, and we confirm a refund in writing before it is issued.
Contact us before filing a dispute with your bank. Section 4.1 above explains why: a chargeback filed without contacting us first can lead to suspension or termination of the account and loss of remaining credits, and we respond to disputes with our records.
What we cannot do
We do not extend the windows and we do not refund used credits. If your request is outside the policy, we will say so plainly and point you to what we can do instead: a downgrade scheduled for the end of your term, or the free 30-day pause in the app.