Refund Policy

The short version

Payments for Postpane are handled by Creem, our merchant of record. Creem charges you and issues any refund, back to the payment method you used.

• Payments are non-refundable. This covers monthly and annual plans, AI Plus and credit top-ups.
• Cancel any time. You keep everything you paid for until the end of the period, and you won’t be charged again.
• If an AI action fails on our side, you get the credits back.
• We always refund duplicate charges, charges you didn’t make, and anything the law requires.

Nothing in this policy takes away refund rights you have under the law where you live.

Plans and cancelling

You can cancel a monthly or annual plan at any time from your billing settings. Cancelling stops the next renewal. It doesn’t end the plan straight away. You keep your plan, its limits and its monthly credits until the end of the month or year you’ve paid for, and then your account moves to the Free plan.

We don’t refund the part of a period you’ve already started, including the rest of an annual plan.

Credits, top-ups and AI Plus

• Top-ups (1,000 or 3,000credits) are not refundable, whether or not you have used them. If one is refunded under “When we always refund”, we take back its unspent credits in proportion to the amount refunded.
• AI Plus is a subscription and follows the plan rules: cancel any time, and you keep this month’s AI Plus credits until the month ends. No refunds for the rest of a period.
• Failed actions: if an AI generation or other action paid for with credits fails on our side, we return the credits automatically. We don’t refund money for failed actions.
• Credits have no cash value. Unused monthly credits expire at the end of the month, and top-up credits after 12 months. We don’t pay out for expired or unused credits.

Changing plans

• Upgrades start straight away. Creem charges the prorated difference for the rest of your current billing period.
• Moving from monthly to yearly billing starts a new yearly period that day, charged in full. The rest of your current month isn’t credited. We ask you to confirm before charging.
• Downgrades, and moving from yearly to monthly billing, start at the end of your current billing period. Email us to arrange one. We don’t refund the difference for the time left.

When we always refund

Whatever the rules above say:

• You were charged twice for the same thing because of an error. We refund the duplicate.
• A charge wasn’t authorised by you. Contact us straight away. Once we confirm it, we refund it.
• The law says so. Where the law where you live gives you a right to a refund, we honour it.
• Postpane is down for a long time. If we have a confirmed outage lasting more than 72 hours in a row during a paid period, we extend your plan by the time it was down. Ask us and we’ll apply it.

How to ask for a refund

Email hello@postpane.com with the subject “Refund Request,” from the address on your Postpane account. Tell us the date and amount of the charge and why you’re asking. You can also contact Creem through the customer portal, which you can open from your billing settings, or through the link on your receipt.

We aim to reply within 3 business days. Approved refunds go back to your original payment method and can take 5 to 10 business days to appear, depending on your bank.

Chargebacks

Please contact us before disputing a charge with your bank. We can usually fix the problem faster. If you open a chargeback, we may pause your account while the dispute is open, and close it if the chargeback wasn’t justified.

Changes to this policy

We may update this policy. We will post the new version here and change the “Last updated” date. A change won’t affect a payment you made before it.

Contact

Questions about refunds: hello@postpane.com.