01 · Automatic generation credit returns
A generation reserves the quoted credits first. Provider rejection, a failed/cancelled upstream task, completion without a video or a server-determined timeout returns the held credits. Pending jobs over 30 minutes are timed out during a subsequent status check. Activated platform checks that cannot approve an output also withhold it and return the hold. A request rejected before reservation costs no credits.
This return restores the account balance and is not a bank/card refund. If the ledger has not updated after a terminal failure, contact support with the task reference; do not submit repeated new jobs to try to recover the original credits.
02 · Unused paid credit packs
You may request a refund of unused purchased credits within 14 calendar days of payment. The refundable amount is based on the unused paid portion of the original order and the account's credit history, up to the amount actually paid. Free/promotional credits have no cash value. Credits consumed by a successfully delivered generation are normally not refundable merely because you prefer a different style.
We separately investigate duplicate or unauthorised charges and paid services not delivered. Mandatory consumer rights, including remedies for defective digital services, apply regardless of this voluntary window. We will not apply a blanket no-refunds rule to override those rights.
03 · How to request a refund
Email [email protected] from your account email with the subject Refund request. Include the order reference, payment date, relevant task reference if any, and the reason. A receipt can help identify the transaction. Do not send full card numbers, passwords or API keys.
04 · Review and payment processing times
We acknowledge a request within 7 calendar days and provide a decision or substantive update within 30 calendar days of receipt, with any shorter legal deadline taking priority. We may need proportionate account/order verification and will explain missing information promptly.
After approval, we initiate the refund through Waffo Pancake within 5 business days, or sooner when law requires. Funds are returned to the original route where supported; the bank/payment provider controls the final posting time. The refunded credits are removed to prevent the same value being spent again. ShotGrove does not charge an additional refund fee.
05 · Account closure and disputed outcomes
Requesting account deletion does not itself submit a refund or erase legally required payment records. Tell support if you also want an eligible unused-balance refund. If you disagree with a refund decision, reply with additional evidence; applicable rights to contact your payment provider, consumer authority or competent court remain available.