Refund Policy

1. Overview

At Stillglow, we strive to ensure customer satisfaction with our photo animation services. This Refund Policy outlines the conditions under which you may request a refund and the process for doing so.

We believe in the quality of our AI-powered animation service and want you to be completely satisfied with your experience.

2. Credit-Based Service

Stillglow operates on a credit-based system. Each animation you create consumes credits from your account. Please note:

• Credits are consumed when you initiate an animation, regardless of the outcome
• Purchased credits do not expire unless your account is terminated
• Credits cannot be transferred between accounts

3. Refund Eligibility

Full Refunds Are Available For:

• Technical Failures: Animation generation failed due to our system errors (not photo quality issues)
• Billing Errors: Duplicate charges, incorrect amounts, or unauthorized transactions
• Non-Delivery: Credits purchased but never added to your account
• Account Access Issues: Extended inability to access your paid account (>48 hours)

Partial Refunds or Credits May Be Considered For:

• Animation quality significantly below reasonable expectations due to our AI
• Extended service outages affecting your ability to use purchased credits
• Partial subscription periods if cancelled due to service issues

Refunds Are NOT Available For:

• Used Credits: Credits that have been consumed for animation generation
• Photo Quality Issues: Poor animation results due to low-quality source photos
• Change of Mind: Simply deciding you no longer want the service
• User Error: Uploading wrong photos or selecting incorrect settings
• Content Deletion: Failure to download content before the 30-day automatic deletion
• Terms Violations: Account suspension due to Terms of Service violations
• Late Requests: Refund requests beyond 30 days of purchase

4. Content Deletion Policy

Important: All uploaded photos and generated videos are automatically deleted after 30 days. This is a service feature, not a technical issue. We cannot recover deleted content, and refunds are not available for content you failed to download in time.

5. Refund Request Timeframe

• Credit purchases: Within 30 days of purchase (for unused credits only)
• Subscriptions: Within 14 days of renewal
• Technical issues: Within 7 days of the incident
• Billing errors: Within 60 days of the charge

6. How to Request a Refund

Step 1: Contact Support

Send an email to support@stillglow.org with the following information:

• Your account email address
• Order number or transaction ID (from your payment receipt)
• Date of purchase
• Detailed reason for refund request
• Screenshots of any errors or issues (if applicable)

Step 2: Review Process

Our support team will:

• Acknowledge your request within 1-2 business days
• Review your eligibility based on this policy
• Attempt to resolve any technical issues before processing a refund
• May offer account credits as an alternative when appropriate

Step 3: Resolution

Once approved, refunds are processed as follows:

• Decision communicated within 5 business days
• Refunds issued to original payment method via Creem
• Processing time: 5-10 business days
• Bank processing may add 3-5 additional days

7. Subscription Cancellations

If you have a subscription plan:

• Cancellation: You can cancel anytime through your account settings
• Access continues: Service remains active until end of billing period
• No automatic refund: Cancellation does not automatically trigger a refund
• Credits retained: Unused credits remain available until account termination

8. AI-Generated Content Expectations

Please understand that AI-generated animations may vary in quality based on:

• Quality and resolution of your source photos
• Subject matter and composition of the image
• The inherent variability of AI generation

We do not guarantee specific results. Minor variations or imperfections in AI-generated content are not grounds for refund. We recommend starting with a single animation to ensure satisfaction before purchasing larger credit packages.

9. Dispute Resolution

If you disagree with our refund decision:

• Request escalation by replying to your support ticket
• Provide any additional documentation
• Allow 5 business days for management review
• If still unresolved, you may file a dispute with your payment provider

10. Policy Modifications

We reserve the right to modify this refund policy at any time. Changes will be:

• Posted on this page with updated effective date
• Applied to new purchases after the effective date
• Honored under previous terms for existing purchases

11. Contact Information

For refund requests and questions about this policy:

• Support Email: support@stillglow.org
• Billing Questions: billing@stillglow.org
• Response Time: 1-2 business days
• Website: https://stillglow.org

Tip: Before requesting a refund, please contact us if you're experiencing issues. Many problems can be resolved quickly, and we may be able to offer additional credits or assistance to improve your experience.