Refund and Cancellation Policy

Overview

This policy explains how cancellations, refunds, credits, and payment disputes are handled by Qwen Image 3. It forms part of our Terms of Service. Mandatory consumer rights under applicable law always take priority over this policy.

Subscription Cancellation

• Subscriptions renew automatically until canceled.
• You may cancel from Settings → Billing at any time.
• Cancellation normally takes effect at the end of the current paid billing period. You keep the paid benefits and subscription credits until their displayed expiration date.
• Canceling stops the next renewal. It does not automatically refund the current period.
• A scheduled cancellation may be reversed before the current period ends.
• Deleting an account does not replace canceling a subscription. Cancel the subscription first.

Credit Rules

• Monthly subscription credits are granted only after payment is confirmed and expire at the end of the applicable billing period unless checkout clearly states otherwise.
• Unused subscription credits do not roll over to a later period.
• Signup gifts, promotional credits, and separately purchased credits may have different expiration dates shown in your credit history.
• Credits are not cash, cannot be transferred between accounts, and cannot be redeemed for cash.
• Failed generation tasks are normally credited back automatically. If the original credit grant expires while a task is processing, we may provide a short-lived replacement credit grant.

Refund Eligibility

You may request a refund by contacting us within 7 calendar days of the charge. We generally approve a full refund when:

• the same purchase was charged more than once;
• a confirmed technical error prevented delivery of the purchased service for a material period;
• paid credits from the charge have not been used and no material paid benefit has been consumed; or
• applicable law requires a refund.

If some credits or paid benefits have already been used, refunds are not automatic. We may offer a fair partial refund after considering the unused portion, non-recoverable provider costs, taxes, and payment processing records. Abuse, prohibited use, or dissatisfaction with the subjective style of a valid AI output does not by itself guarantee a refund.

Effect of a Refund

• Credits associated with the refunded amount are revoked.
• A full subscription refund schedules the subscription not to renew and can end the refunded paid benefits.
• If used credits exceed the refundable balance, the request may require manual review.
• Approved refunds are sent to the original payment method. Stripe and the issuing bank normally determine when funds appear; this commonly takes 5–10 business days but may take longer.

Failed Payments and Disputes

A failed renewal does not grant new credits. Stripe may retry the payment and ask you to update your payment method. Existing credits keep their original expiration date.

If a card dispute or chargeback is opened, paid generation benefits connected to the disputed payment may be temporarily restricted while the dispute is reviewed. Account data and generated work are not deleted solely because a dispute was opened. If the dispute is resolved in your favor, eligible held credits are restored.

How to Request Help

Email support@qwenimage3.com from the address registered to your account and include:

• your account email;
• the order, invoice, or payment date;
• the reason for the request; and
• any supporting screenshots or details.

We aim to acknowledge billing requests within 2 business days and normally complete our review within 5 business days.

Contact

Questions about this policy can be sent to support@qwenimage3.com.