Last updated 30 July 2026
We want you to only pay for what you actually get use out of. This page explains when we refund, how to ask, and how long it takes.
You can cancel at any time from your account settings in the app, or by emailing billing@downsen.com. When you cancel:
If you are unhappy with Downsen, email us within 14 days of a charge and we will refund that billing period in full, provided you have used fewer than 10% of that period's credit allowance.
We limit refunds by usage because every generation costs us real money at our inference provider the moment you run it — that cost is not recoverable for us. If you have used more than 10% of the allowance, contact us anyway and we will look at it case by case; partial refunds are common and we would rather sort it out than argue.
Unused top-up credits are refundable within 14 days of purchase. Credits that have already been spent on a generation are not refundable, because the generation has already been performed and billed to us.
If a generation fails for a technical reason on our side or our provider's, the credits are returned to your balance automatically. You do not need to ask, and you will see the refund in your credit history in the app.
A generation that completes but that you simply do not like is not a failed generation. Generative models produce variable results, and most AI film work involves discarding many takes. That is precisely why Downsen shows you the cost before you run anything and tracks how many takes a keeper is costing you.
Email billing@downsen.com and we will investigate and refund any duplicate or erroneous charge in full, regardless of the 14-day window.
Email billing@downsen.com from the address on your account, and tell us which charge you mean. You do not need to explain yourself at length. We reply within 1 business day.
Approved refunds are issued to the original payment method. Our payment processor is Stripe; once we issue a refund it typically appears on your statement within 5–10 business days, depending on your bank.
If something has gone wrong, please email us first — we can almost always resolve it faster than a chargeback, which takes weeks and may result in your account being suspended while the dispute is open.
Billing and refunds: billing@downsen.com
General support: support@downsen.com
Support hours: Monday–Friday, 9am–5pm US Central Time.