Refund policy.
We want you to be confident in your purchase. Below is exactly when you can ask for a refund, how to do it, and how quickly we will process it. This policy is part of our Terms of Service.
1. 14-day money-back guarantee
Every new paying customer gets a full refund of their first paid charge on any subscription plan (Lite, Starter, Pro, or Studio) if requested within 14 calendar days of the charge date. No questions asked. This applies to the first invoice only and is offered once per account.
2. How to request a refund
Email support@copythumb.com from the email address registered to your account. Include:
- The transaction date and amount
- The plan you subscribed to
- (Optional) A one-line reason — it helps us improve the product, but is not required for the refund itself
We acknowledge every request within one business day. Refunds are processed within 2 business days of acknowledgement and credited back to the original payment method. Bank/card processing adds 3–10 additional business days depending on your issuer.
3. Cancellation vs refund
These are different actions:
- Cancellation stops future billing. Your plan remains active until the end of the current paid period, then reverts to Free. You can cancel anytime from your account billing tab.
- Refund reverses a past charge per the rules in section 1 above.
You can do either, both, or neither. They are not bundled.
4. After the 14-day window
Outside the 14-day window, monthly subscription charges are non-refundable. We do not pro-rate refunds for partial months. You retain access to the plan you paid for through the end of the billing period, and cancellation prevents the next charge.
We may make exceptions at our discretion in cases of clear billing error or service-outage that prevented you from using what you paid for. Email us with the details and we will review.
5. Annual plans
Annual plans follow the same 14-day money-back rule: full refund of the annual charge if requested within 14 days of the charge date. After that, the plan stays active for the remainder of the paid year and is non-refundable.
6. Top-up token packs
One-off token packs (Token Boost, Creator Pack, Studio Pack) are refundable within 14 days only if the tokens have not yet been spent. If any tokens from the pack have been used to generate thumbnails, the pack becomes non-refundable. This protects against usage abuse and is standard for prepaid credit products.
7. Free tier
The Free plan involves no payment, so refunds do not apply.
8. Chargebacks
If you believe a charge is in error, please email us first. We will resolve it directly and refund as appropriate. Filing a chargeback with your bank or card issuer without contacting us first may result in suspension of your account while the dispute is investigated.
9. Contact
Questions about this policy or a specific refund request: support@copythumb.com.