Refund Policy

Subscription and token purchases are processed by Paddle, our Merchant of Record. Paddle handles payment, tax, and receipts, and processes approved refunds to your original payment method under this policy and its Checkout Buyer Terms (paddle.com/legal/checkout-buyer-terms). Refunds typically appear within 5 to 10 business days depending on your bank.

You can cancel your plan at any time; cancellation stops future renewals and your daily token allowance continues until the end of the paid billing period. If you cancel within 14 days of a charge and have not spent tokens from that period's allowance, contact us for a refund of that charge.

Unused token restocks are refundable within 14 days of purchase. A restock is unused when the tokens it added have not been spent on generations.

Spent tokens are not refundable: a spent token paid for AI compute that already ran, and the resulting Output was delivered to you immediately. By purchasing tokens you consent to this immediate delivery of digital content when you spend them.

Failed or safety-flagged generations automatically release their tokens back to your balance. You are never charged for failures, and you do not need to contact us; the release happens on its own. If a release ever looks missing from your ledger, email us and we will reconcile it.

Email support@stage5.comfrom your account email with your Paddle receipt or transaction id. You can also reply to your Paddle receipt, which reaches Paddle's buyer support directly. We respond to refund requests within a few business days.

When a purchase is refunded, its tokens are removed from your balance. If you have already spent some of them, your balance can go negative, which blocks new generations until you top up. Refund abuse (repeatedly buying, spending, and charging back) may lead to account suspension under the Terms of Service.

If you believe a charge is wrong, contact us or Paddle before initiating a chargeback with your bank; a chargeback freezes the disputed transaction and is slower for everyone.

This policy does not limit rights you have under applicable consumer law. If you are in the EU or UK, the statutory 14-day withdrawal right for digital content applies as described above: it is preserved for unspent tokens and, with your consent to immediate delivery, ceases for tokens you spend. Where local law grants you broader rights, those rights control.