Refund Policy

soralab sells credits — either as a monthly subscription or a one-time pack. Credits are the unit you spend on every job (upscale, remove BG, colorize, generate, etc.).

Our refund policy follows two simple rules:

• Used credits are not refundable. Once a credit is consumed by a job — even one — it's gone.
• Unused credits are refundable in blocks of 500. We refund the largest multiple of 500 that fits inside your remaining balance. Anything below that next 500 mark is forfeited.

The refundable amount is floor(remaining_credits ÷ 500) × 500. The cash value is the same proportion of what you originally paid — minus any payment-processor fees that aren't returnable to us.

Three worked examples:

• You bought 500 credits and used 0. Remaining: 500. Refundable: 500 credits (the full purchase).
• You bought 500 credits and used 1. Remaining: 499. Refundable: 0 — your remaining balance is below the 500 threshold.
• You bought 1,000 credits and used 10. Remaining: 990. Refundable: 500 credits. The extra 490 are below the next 500 mark and stay on your account (you can still use them — they don't expire while your account is active).

If you'd rather keep the credits than take a partial refund, just don't ask — they remain available on your account.

• You must request the refund within 14 days of the purchase you want refunded (this matches EU consumer-protection norms; we apply it worldwide).
• The purchase must have been made with your own payment method, on your own account.
• Refunds go back to the original payment method. We can't redirect refunds to a different card, account, or wallet.
• For recurring subscriptions, each billing period is treated as its own purchase — the 14-day window starts the day that charge was processed.

Email support@soralab.xyz from the address on your soralab account, and include:

• Your soralab account email.
• The Lemon Squeezy order ID (it's in the receipt email and visible on your Billing page).
• A short note on why — it helps us improve the product, and occasionally helps us spot a bug we owe you a fix for.

You don't need to cancel your subscription before requesting a refund. If a refund makes you ineligible to keep using a paid feature, we'll tell you before processing.

We aim to review every request within 2 business days. Approved refunds are issued through Lemon Squeezy (our merchant of record); funds typically land back on your card or PayPal within 5–10 business days, depending on your bank.

If a job fails because of an issue on our side — provider outage, internal error, queue timeout — the credits for that job are returned to your balance automatically. You don't need to email us. This is separate from the cash refund policy above and isn't subject to the 500-credit block rule.

Cancelling a subscription stops the next renewal — it does not, on its own, refund the current period. You keep access and any unused credits until the end of the billing period you've already paid for.

If you also want a refund of the current period, request one separately under the rules above. The 500-credit block rule still applies to whatever remains unused at the time we process the refund.

Cancel from Settings → Billing.

• Used credits, including credits below the next 500-block threshold (the "remainder" in the examples above).
• Purchases made more than 14 days ago.
• Accounts that have been suspended or terminated for violating our Terms of Service or Acceptable Use Policy.
• Purchases linked to fraud, payment-method abuse, or chargeback histories.
• Dissatisfaction with AI output quality alone — AI models are probabilistic and we recommend testing on a small sample before committing to large batches. Where output failure is clearly attributable to a bug on our end, see "failed jobs" above.

If something feels wrong with a charge, please email us first — we almost always resolve it in a day. Filing a chargeback before contacting support typically results in account suspension while the dispute is open, and may make you ineligible for future purchases.

We may update this policy as the product evolves. Changes apply only to purchases made after the new "Last updated" date — anything you bought before that is governed by the policy in effect on the day of purchase.