Last updated: May 21, 2026
BackTo2D sells digital credits that are consumed in real-time to generate AI-powered 2D avatar images. Because credits grant immediate access to GPU computing resources and third-party AI services, our refund policy accounts for costs that are irrecoverable once the service has been rendered.
If an image generation fails due to a server error, AI provider outage, or any issue on our end, the consumed credits are automatically refunded to your permanent balance. You do not need to contact us for this — it happens instantly.
No fee deducted
Generation-failure refunds are full-amount credits returned to your account. No platform fees are charged because no successful service was delivered.
If you wish to request a refund for a credit purchase, the following conditions apply:
| Condition | Refund Eligibility |
|---|---|
| Zero credits used, within 7 days of purchase | Full refund (minus payment processing fee) |
| Partial credits used, within 7 days of purchase | Partial refund = unused credits value − fees |
| All credits used | No refund |
| Beyond 7 days of purchase | No refund (credits never expire, use anytime) |
When processing a refund, the following third-party costs are irretrievably incurred and will be deducted from your refund amount:
Payment Processing Fee (Non-Refundable)
Stripe charges 2.9% + $0.30 per transaction. This fee is collected by Stripe at the time of payment and is not returned to us upon refund. Therefore, this portion is deducted from your refund.
AI Service Cost (For Used Credits)
Each image generation consumes GPU compute from third-party AI providers (e.g., GRS AI, Fal.ai, Google AI). Once an image is generated, the compute cost is permanently incurred and cannot be recovered. Used credits are valued at their per-credit purchase price and deducted from any refund.
Stripe Refund / Dispute Fee
Stripe may charge an additional fee for processing refunds or disputes. If applicable, this fee will also be deducted. Friendly refunds processed directly by us incur no additional Stripe fee.
Refund Calculation Example
You purchased Starter Pack ($4.99, 20 credits) and used 10 credits before requesting a refund within 7 days:
To maintain platform integrity and protect against abuse, the following consequences apply to all refunds (whether user-initiated or dispute-driven):
Full Credit Clawback
The entire credit amount from the refunded purchase is deducted from your balance, even if some credits were already spent. Your balance may become negative. A negative balance prevents all image generation until recharged.
Asset Revocation
All images generated after the refunded purchase are permanently locked. Locked images appear blurred in your gallery and cannot be downloaded or used. This revocation is irreversible unless a new purchase is made.
Account Standing
Repeated refund requests or abuse patterns (e.g., bulk generation followed by refund) may result in account suspension and ineligibility for future refunds.
If you initiate a chargeback through your bank or credit card company instead of contacting us first, Stripe imposes a $15.00 dispute fee per chargeback, which is significantly higher than our friendly refund process. We strongly encourage you to reach out to our support team first — we are committed to resolving issues promptly and fairly.
Credits received for free (sign-up gifts, promotional bonuses, or time-limited free credits) have no monetary value and are not eligible for any refund.
We reserve the right to update this policy at any time. Changes will be posted on this page with an updated revision date. Continued use of our service after changes constitutes acceptance of the revised policy.
For refund requests or questions about this policy, please email: support@backto2d.com