Refund Policy
Thumblore sells access to a digital, AI-powered service measured in credits. Because credits are consumed immediately upon use and trigger real-time, billable calls to third-party AI providers, the following policy applies.
1. 14-day cooling-off (EU/UK consumers)
If you are a consumer resident in the EU or UK, you have a statutory 14-day right of withdrawal from the date of purchase, subject to the following:
- For subscription plans: you may request a full refund within 14 days provided you have not used any of the plan's credits. By generating or editing a thumbnail, you expressly request immediate performance and acknowledge that you lose the right of withdrawal for the portion of the service consumed.
- For one-time credit top-ups: you may request a refund within 14 days for any unused portion of the credits purchased. Consumed credits are non-refundable.
2. Refunds outside the cooling-off period
- Subscriptions are billed in advance for the upcoming period and are non-refundable once the billing period has started. Cancelling stops future renewals; you keep access until the end of the current period.
- Unused credits from a one-time top-up are non-refundable after the 14-day window has passed, but remain usable until their expiry date.
- Consumed credits are non-refundable in all cases.
3. Failed generations
If a generation fails on our side (server error, AI provider error, empty output), the credits debited for that action are automatically refunded to your in-app balance. No action is required from you.
4. Duplicate or accidental purchases
If you were charged twice for the same purchase, contact us within 30 days and we will refund the duplicate transaction.
5. Unauthorised charges
If you believe a charge was unauthorised, contact us first at support@thumblore.com before raising a chargeback. We will investigate and resolve legitimate cases quickly.
6. How to request a refund
Email support@thumblore.com from the address linked to your Thumblore account with:
- your account email,
- the Dodo Payments invoice number or transaction ID, and
- the reason for your request.
Approved refunds are processed by Dodo Payments, our merchant of record, back to the original payment method, typically within 5–10 business days.
7. Contact us
Refund and billing questions: support@thumblore.com