Credits and access are a digital product delivered instantly, so most of what you buy isn't refundable once it's used. But failed generations are always covered, and there are cases where a refund does apply. This page explains which is which.
If a generation fails on our side, Butter Motion returns the credits automatically, and you don't need to do anything. This covers generations that don't compile, come out empty, get cut off, or fail during an outage, plus tasks you cancel while they're still in the queue.
The refund appears against that generation in your credit history, and its status changes to Refunded.
This is the common case. If a generation went wrong, check your credit history. The credits are almost certainly already back.
A generation declined by the content policy is the one exception: the request did go through, so the credits are spent and not refunded automatically. See A generation failed.
A second exception: you cancelled a generation after the work had already started. Those credits aren't returned: the work had already been paid for on our side, even if you no longer needed the result. While a job is still queued, cancelling is free and the credits come straight back. The same rule covers the free first tweak on Pro and Studio: cancel it after the work has started and the attempt counts as used. See How credits work.
A credit that produced a working generation has done its job. The service was delivered, so that credit isn't refundable. The same goes for access you've already been given: because the product is delivered immediately, an activated plan or a used credit isn't returned, except where the service couldn't be delivered for reasons on our side.
You can't get part of your balance back while keeping your account. The remainder is refunded only when you withdraw from the agreement as a whole, which means closing your account. In that case we refund the value of purchased credits that are still on your balance and haven't expired, pro rata to the purchase price, minus the payment provider's commission actually withheld from that payment. Expired plan credits and the part of a paid period that has already passed aren't refunded. Details are in section 7 of the offer.
Automatic credit refunds for failed generations work as usual and don't depend on this.
Refund requests are reviewed within 14 days. See the offer for the exact terms that apply to you.
At checkout you agree to the terms before paying, including that access and credits are delivered immediately. Because a digital product is provided right away with your consent, the usual right to withdraw from a purchase no longer applies once delivery has started. The exact conditions are in the offer.
When the payment for your current plan period is refunded in full, or your bank opens a dispute for it, the plan ends right away, its monthly credits are removed, and the account moves to Free. When a top-up is refunded in full, the credits from that top-up are removed from your balance (only what's left of them). A partial refund doesn't change your plan or balance. The refund shows up in your payment history.