Refund Policy
When and how you can get a refund for purchases on MOSS Image
Overview
This policy explains refunds for purchases made on mossimage.co. Payments are processed by our payment provider; we never see your full card details.
Failed images and refused prompts
If an image fails (the AI service errors out or times out), the credits it used are returned to your balance automatically. A prompt we refuse is never charged. You do not need to ask. Free sign-up credits come back the same way.
Clearly broken images
If an image finishes but is clearly broken, email us within 7 days and we return its credits so you can make it again. Clearly broken means:
- the image is blank, black or corrupted
- quoted text that should be printed is missing or badly garbled
- a JSON layout was ignored, with text or objects far outside their boxes
- the size or aspect ratio does not match what you picked
We check the image in your account before returning the credits. Credits are not returned because you would prefer a different style or wording.
Credit packs
Unused credit packs can be refunded within 7 days of purchase. Packs that have been partly used can be refunded for the unused share at our discretion.
Subscriptions
You can cancel at any time from your billing page; the plan stays active until the end of the current billing period. The first payment of a new subscription can be refunded within 7 days if you have not used its credits. Renewals are not refunded once the new period has started.
How to request a refund
Email support@mossimage.co from the address on your account with the date of the purchase. We reply within 3 business days. Approved refunds return to the original payment method; the credits from that purchase are removed.
Chargebacks
If you dispute a payment with your bank instead of contacting us, generation is paused on your account while the dispute is open.