Refund and Dispute Policy

Refund, credit restoration, subscription cancellation, and dispute terms for Bright AI Limited

2026/07/23

Overview

Bright AI Limited provides online AI image and video generation services. Paid services are delivered digitally: credits are added to the customer account immediately after successful payment and can be used for eligible generation features.

This policy applies to monthly and annual subscriptions and one-time credit packages purchased directly from Bright AI Limited.

Credits

Credits are service usage units. They:

  • Have no cash value
  • Are not legal tender or stored monetary value
  • Cannot be transferred, exchanged, or redeemed for cash
  • May expire according to the plan or package terms shown at checkout

Monthly subscription credits are valid for the applicable monthly service period. Annual subscription credits are valid for the applicable annual service period. One-time purchased credits expire 1,000 days after purchase unless a different period is clearly shown at checkout.

Free, promotional, registration, and daily check-in credits are non-refundable and may have separate expiry terms.

Failed Generations

When a generation fails because of a verified technical error after credits have been deducted, the applicable credits are normally restored automatically. This includes eligible server errors, processing failures, and timeouts recorded by our systems.

Credit restoration does not normally apply to:

  • Successful generations that do not match a customer's subjective creative preference
  • Incorrect prompts, files, settings, or other customer input
  • A customer canceling a task after processing begins
  • Requests rejected for violating our policies or applicable law
  • Problems caused by unsupported files, devices, browsers, or third-party connectivity

If an eligible credit restoration does not appear, contact support with the task ID.

Subscription Cancellation

Customers may cancel a subscription at any time through the billing or customer portal.

  • Cancellation stops future automatic renewals.
  • Access continues until the end of the current paid billing period.
  • Remaining subscription credits remain available until the end of that paid period.
  • Remaining credits expire when the paid period ends unless the checkout terms expressly state otherwise.
  • We do not provide pro-rated refunds for unused time or unused credits.
  • If a customer specifically requests immediate termination instead of end-of-period cancellation, access ends and all remaining subscription credits expire immediately.

Payment Refunds

Except where required by applicable law, payments for subscriptions and one-time credit packages are final once credits or paid services have been delivered.

Annual Subscription 14-Day Guarantee

An initial annual subscription purchase may qualify for a full refund when:

  • The request is submitted within 14 calendar days after the original purchase
  • Less than 10% of the annual credit allocation has been used
  • The account has not violated our Terms or Acceptable Use Policy

The 14-day guarantee does not apply to annual renewals, monthly subscriptions, previously refunded accounts, or accounts showing refund abuse, except where applicable law requires otherwise.

One-Time Credit Packages

A one-time credit package may qualify for a full refund when:

  • The request is submitted within 48 hours after purchase
  • None of the purchased credits have been used
  • The purchased credits have not been transferred, exchanged, or otherwise consumed

Once any purchased credits have been used for a successful generation or other paid feature, the credit package is non-refundable except where required by law or where a verified technical or billing error applies.

Other Eligible Cases

We may approve a refund when:

  • A customer was charged more than once for the same purchase
  • A payment was taken but the purchased credits were not delivered
  • A verified billing or technical error makes the purchased service unavailable
  • Applicable consumer law requires a refund

We do not normally refund:

  • Successfully delivered and used credits
  • Partially used subscriptions or credit packages
  • Unused time remaining after subscription cancellation
  • Expired credits
  • Free, bonus, promotional, or daily check-in credits
  • Dissatisfaction with a successfully generated creative result
  • Purchases or use that violate our Terms or Acceptable Use Policy

Requesting a Refund or Raising a Dispute

Before filing a chargeback, please contact:

Include the account email, order or transaction ID, purchase date, reason for the request, and any relevant task IDs or screenshots.

We aim to provide an initial response within 5 business days. Eligible one-time credit-package requests must still be submitted within the 48-hour request window described above. Complex cases may require additional investigation. If a monetary refund is approved, it is returned to the original payment method. Payment providers and banks may require an additional 5–10 business days to display it.

Nothing in this policy limits rights that cannot legally be excluded.

Chargebacks

We investigate chargebacks using account, transaction, service-delivery, and usage records. We may temporarily restrict an account while a payment dispute is being reviewed. We will not retaliate against a customer for exercising a lawful dispute right.

Fraud, unauthorized payment activity, or deliberate abuse may result in account suspension or termination.

Changes

We may update this policy for future purchases. Material changes will be posted on this page with a revised date and will not remove non-waivable rights.

Contact

Last Updated: July 23, 2026