Refund & Cancellation Policy

Last updated: 1 September 2026

This Refund & Cancellation Policy forms part of our Terms & Conditions and explains when fees and credits are and are not refundable for The AI Look (the "Service"). By subscribing or buying credits, you agree to this Policy.

1. Summary

The Service delivers digital content (AI-generated images and video) that is produced and made available to you immediately. Because the value is consumed as soon as you generate Outputs, subscription fees and credits are non-refundable once any Output has been generated. The limited exception is set out in Section 2: if you have not generated anything, you may request a refund within the eligibility window.

Unless explicitly required by applicable law or stated otherwise in this Policy, all payments are final and non-refundable. Please review your purchase carefully before confirming. You acknowledge and agree that by requesting immediate access to the Services upon purchase, you consent to the delivery of digital content not supplied on a tangible medium, and understand that your right of withdrawal is lost once the performance of the Services has begun.

2. Subscriptions

• Paid plans renew automatically each billing period (monthly or annually, as selected) until you cancel. You may cancel at any time from your account settings.
• Cancelling stops future renewals. Your plan stays active until the end of the period you have already paid for; cancellation alone does not trigger a refund of the current period.
• Non-refundable once used. Subscription fees are non-refundable for any billing period in which you have generated one or more Outputs (or otherwise used credits).
• Unused-period exception. If you have not generated any Outputs and not used any credits during the current billing period, you may request a refund of that period's subscription fee within 14 days of the charge. We verify usage from your account activity; if any generation has been made, the period is not refundable.
• Downgrades and plan changes take effect at the next billing cycle and do not refund the difference for the current period.

3. Credits & Top-Ups

• Credits are non-refundable. Separately purchased top-up credits are sold as digital goods and are not refundable, whether or not they have been used.
• Top-up credits do not expire while your account is in good standing. Cancelling your subscription does not refund or pay out any remaining credit balance.
• Credits have no cash value and cannot be exchanged for money.

4. Failed Generations

If a generation fails for a technical reason on our side, the credits used for that generation are automatically returned to your credit balance. This is a credit adjustment, not a cash refund.

Where our upload checks flag an image at the time of upload (for example as unclear, underexposed, or unsuited to the selected studio) and you choose to proceed with that image regardless, the resulting Outputs are excluded from revision requests and credit adjustments to the extent permitted by law. The flag and your choice to proceed are recorded with the generation.

5. Custom Motion Prompts

Where you write your own motion description instead of choosing one of our prepared movements, the Output is produced from your words and is not previewed in advance. Credits spent on a custom motion video are not refundable once the video has been generated, including where the result does not match what you had in mind. This is explained to you, and acknowledged by you, before each custom generation.

Credits are returned where no video is produced: if your prompt is refused by our content-safety checks, or the video provider declines or fails to generate it, the credits for that generation are returned to your balance automatically. Prompts refused by our content-safety checks are rejected before any credits are taken.

Credits spent on optional AI prompt rewriting are consumed when the rewritten prompt is returned to you, whether or not you go on to use it. They are returned if the rewrite itself fails.

Requests for sexual, explicit, violent, hateful or otherwise unsafe content are refused. Repeated refused requests may result in generation being paused on your account, as set out in our Terms & Conditions.

6. Free Trial

Where a free trial is offered, no payment is taken for trial credits, and nothing is refundable in respect of a trial.

7. Chargebacks

If you believe a charge is incorrect, contact us first at info@theailook.com and we will review it promptly. Starting a chargeback or payment dispute for a legitimate charge is a breach of our Terms and may result in immediate suspension of your account and forfeiture of remaining credits, without limiting our other remedies.

8. Your Statutory Rights

Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law or other laws that cannot lawfully be excluded. Where you are entitled to a remedy that cannot be excluded (for example, because the Service was not delivered with due care or did not match its description), we will honour it. By purchasing and immediately accessing digital content, you acknowledge that, to the extent permitted by law, you lose any right of withdrawal or "cooling-off" once you begin generating Outputs.

9. How To Cancel Or Request A Refund

Cancel anytime in your account settings. To request a refund under Section 2, email info@theailook.com from your account email within the eligibility window, and we will confirm whether your account qualifies. Approved refunds are returned to your original payment method via Stripe; processing times depend on your bank or card provider.

10. Contact

Questions about billing, cancellations, or refunds? Contact info@theailook.com.