Refund Policy

• There is no subscription and no recurring charge — nothing renews and there is nothing to cancel.
• If we charge Premium Credits and the generation fails, those credits are restored to your wallet automatically. You do not need to contact us.
• Duplicate charges and verifiable technical billing errors are refunded in full.
• Money refunds for credits you have already used are not normally available, because the service was delivered.
• Your statutory consumer rights always apply and are not affected by this policy.

Premium Credits are charged when you start a Premium generation. Every charge is recorded in a credit ledger tied to that specific piece of work.

• If a Premium Post, Premium Story or redesign fails after our automatic retries, the credits charged for that item are returned to your Premium Credit wallet.
• Where a bundle or multi-item generation partially succeeds, only the credits for the items that failed are returned; delivered items remain charged.
• Restorations are applied once per item and never exceed the amount originally charged.
• Restored credits appear in your balance automatically — usually within a few minutes.

If you believe credits were charged for work you never received and they have not been restored, email support@brandzilla.ai and we will investigate and correct your balance.

Credit packs are one-time purchases. Credits are delivered to your wallet immediately after payment and can be used straight away.

• Credits that have already been used are not refundable in money — the digital service they paid for has been supplied.
• Where you have a statutory right of withdrawal (see section 5) and have not yet used any of the purchased credits, we will refund the purchase in full.
• Premium Credits have no cash redemption value. Outside your statutory rights, monetary refund requests for unused credits are considered case by case rather than granted automatically — contact us and we will look at it fairly.
• Purchased credits do not expire while your account remains open.
• Before checkout you are asked to confirm that you want your credits supplied immediately and that this ends your 14-day cancellation right for credits supplied; we record that confirmation with your purchase. This does not affect your rights if the service is faulty or not as described.

If you are charged twice for the same credit pack in error, we refund the duplicate charge in full once verified. Our checkout and fulfilment flow is designed to prevent the same payment being credited twice; if a payment was taken but credits were not delivered, we will either deliver the credits or refund the charge, whichever you prefer.

If a technical fault on our side caused an incorrect charge — for example the wrong amount was billed, or a pack was charged and never fulfilled — contact us within 14 days. Where confirmed, we will issue a corrective refund or restore the credits.

If you buy as a consumer in the UK or EU, you normally have a 14-day right to withdraw from a purchase of digital content. Because credits are delivered immediately, you are asked to consent to immediate supply at checkout, which means the right to withdraw is lost once you begin using the purchased credits. Any credits from that purchase you have not used remain refundable within the 14-day period.

Nothing in this policy limits any non-waivable statutory rights you have under the laws of your country of residence, including rights relating to services that are not supplied with reasonable care and skill.

Please contact support@brandzilla.ai before initiating a chargeback. Most billing concerns can be resolved within one business day. Fraudulent chargebacks may result in account suspension and recovery of chargeback fees.

Email support@brandzilla.ai from the email address on your account with:

• The date of the charge.
• The invoice or receipt ID from your Stripe email.
• A short description of the issue.

We respond within 2 business days. Approved refunds are returned to the original payment method via Stripe and typically appear within 5–10 business days.

BrandZilla previously offered monthly subscription plans. These have been retired and are no longer sold. If you were billed on a legacy plan and have an outstanding billing question relating to that period, contact us and we will resolve it.