1. Summary
1 credit = 1 generated variant set of 3 thumbnails. Credits that have been used are not refundable. Outside that rule, refunds are at our discretion in the cases listed below, and your statutory rights are never affected.
2. Subscription charges
Plans are billed in advance, monthly or annually, depending on the plan you choose. When you subscribe you authorise automatic charges at the start of each billing period until you cancel. Payments are processed by Stripe.
3. Cancellations
- You can cancel at any time from the billing portal or by emailing support@thumbsgen.com.
- Your plan stays active until the end of the period you already paid for, and no further charges are made.
- Cancelling does not by itself refund the current period, and we do not give prorated refunds for the unused part of a billing period, except as set out here or where the law requires.
- After cancellation you can still open and export existing thumbnails until the period ends. Credits that have not been used expire at the end of the period.
4. When we refund
We will refund, or may refund at our discretion, in these cases:
- Early cancellation: you contact us within 7 days of your first purchase and have used fewer than 10 credits.
- Billing error: you were charged the wrong amount, charged twice, or charged after a cancellation that was made in time.
- Service fault: the service was unavailable or defective in a way that stopped you from using credits you paid for, and we could not fix it within a reasonable time. We may return the credits instead.
- Unauthorised purchase: a charge you did not make, reported promptly.
- Legal requirement: your local consumer law gives you a right to a refund.
5. When we do not refund
- Credits that have already been used to generate thumbnails.
- Partial months or years after the period has started, and renewals you forgot to cancel, unless you contact us within 7 days of the renewal and have not used the new credits.
- Dissatisfaction with how a particular thumbnail performs on YouTube. We do not guarantee views or click-through rate (see the Terms).
- Accounts suspended or closed for breach of the Terms or the acceptable use rules.
- Taxes that were correctly collected, except where the tax authority returns them to us.
6. Right of withdrawal and digital services
In many countries, including the EU and UK, consumers have a right to withdraw from a distance contract within 14 days. For digital services that start immediately, this right can be lost once the service has been fully performed, or lost proportionally once performance has begun with your consent.
By completing your purchase you ask us to start the digital service immediately and acknowledge that, once credits are used or the service is fully delivered, your statutory right of withdrawal may be lost where the law allows.
If you withdraw within the period and have used part of the service, we may deduct an amount proportionate to what you used, for example the credits already spent. This section does not affect your statutory rights. If the law in your country gives you a right we cannot exclude, that right applies.
7. Upgrades, downgrades and annual plans
- Upgrades: take effect immediately, and the price difference may be charged pro rata by Stripe.
- Downgrades: take effect at your next renewal, with no refund of the current period.
- Annual plans: the same 7-day early-cancellation rule applies from the date of the annual purchase. After that, the unused part of the year is not refunded unless the law requires it.
- Credit top-ups or add-ons: if offered, unused credits from a top-up can be refunded within 7 days of purchase.
8. How to request a refund
- Email support@thumbsgen.com from your account email, or use the contact form and choose “Billing”.
- Include your plan, the approximate purchase date and the reason for the request. A Stripe receipt number helps.
- We reply within 2 business days (support hours: Mon to Fri, 09:00 to 17:00 UTC [PLACEHOLDER]) and may ask for details.
9. How refunds are paid
Approved refunds go back to the original payment method through Stripe. They usually appear within 5 to 10 business days, depending on your bank or card issuer. We cannot refund to a different card or account. Refunds are made in the original currency, so exchange-rate differences are outside our control. When a refund is issued, the related credits are removed.
10. Chargebacks
Please contact us before starting a dispute with your bank, since we can usually fix a billing problem faster. If a chargeback is filed, we may suspend the account while it is reviewed, share the information needed to answer it with our payment processor, and refuse later refund requests for the same charge. A chargeback that is won by the cardholder ends the subscription.
11. Changes and contact
We may update this policy. Changes apply to purchases made after the new date, and we will post the date above. Questions: support@thumbsgen.com.