Refund Policy
1. Photos: refunded automatically
You only pay for photos that come out clean. A credit is reserved when a batch starts and charged only when the photo finishes with a usable result.
- Failed photos (unreadable file, processing error, outage on our side) are refunded when the batch finishes.
- Clearly broken results are caught by our automatic check and refunded on the spot; they appear in your batch marked “Refunded”.
- Reports. If a result looks wrong to you, use Report on the photo and mark the area. We check the marked area against the pixels, without a person looking at your photo. If the check agrees, the credit is refunded immediately; if not, you see why. Each photo can be reported up to two times.
- Stopped batches. If you stop a batch, credits for the photos that had not started yet come back at once. Photos already being processed finish and are charged or refunded like any other.
- A refund always goes back to the balance it was taken from: plan photos to the plan, pack credits to the pack.
Retries cost one credit because they are a new run of the model; the original result stays available until you retry.
2. Credit packs and subscriptions bought from us
- Credit packs: refundable in full within 14 days of purchase if none of the credits have been used. Once any credit from a pack has been used, the pack is not refundable, but the automatic per-photo refunds above still apply to every photo.
- Subscriptions: cancel any time; the plan stays active until the end of the period you paid for and does not renew. We do not refund the current period, except within 14 days of the very first payment if no photo has been processed.
- Consumers in the EU/EEA and UK: your statutory 14-day right of withdrawal applies. By processing a photo during that period you ask us to start the service immediately and acknowledge that the credits used are deducted from any refund.
- Refunds are made to the original payment method within 10 business days. To request one, e-mail help@trycutstack.com from the address on the account.
3. Lifetime deals bought on a marketplace
If you bought Cutstack on a partner marketplace (for example AppSumo), the purchase, the invoice and any refund are handled by the marketplace under its own policy (AppSumo: 60 days, no questions asked). We cannot refund a marketplace purchase ourselves. Redeemed codes are deactivated when the marketplace refunds them; credits used in the meantime are not charged back to you.
4. What is not refunded
- Credits used on photos that came out clean, including results you later decide not to use.
- Credits left on an account you delete.
- Plan photos that expired under the rollover rule (up to three months’ worth carry over).
5. Something else?
If a batch went wrong in a way this page does not cover, write to help@trycutstack.com with the batch date and a short description. We answer within two business days.