Refund & Cancellation Policy

Last updated: 9 October 2026

Paid purchases are not currently available on Tale Studio. The purchase, subscription, cancellation, and refund terms below apply once paid checkout opens.

1 How to request a refund or cancellation

Email support@talestudio.art with your Tale Studio account email and the order number shown on your purchase receipt. We review requests as promptly as we reasonably can. When purchases open through Creem, eligible refunds will be processed through Creem to the original payment method. If a billing issue remains unresolved, you can use the support route provided with your Creem purchase.

2 When cancellation takes effect

Once subscriptions are available, you can cancel through the cancellation route shown in your Tale Studio account. The Service will provide a direct cancellation option or a link to the Creem Customer Portal. Cancelling a monthly or annual subscription stops the next renewal charge. Your current paid period, and any plan-included Take remaining in it, stay available until the end of that period. Cancellation does not take effect immediately mid-period unless you qualify for a refund under §4.
Cancelling does not retroactively refund the period already in progress unless it qualifies under §4.

3 Unused vs. used Take

Plan-included Take (monthly plans): unused Take expire at the end of each billing month and do not carry over, and they are not refundable on cancellation. One exception: if you upgrade mid-cycle, the balance you hold at that moment carries into the new plan instead of expiring.
Plan-included Take (annual plans): remain valid for the full 12-month contract term.
Purchased Take packs (top-ups): usable for 12 months from the date of purchase, including after you cancel a subscription. Unused Take cannot be used for new generations after the pack's expiry date. A pack may be refunded in full under the 14-day unused-pack rule in §4. Any refund, extension, or other remedy required by applicable law also remains available; contact support about unused paid Take. Account deletion is addressed in the Terms of Service, "Closing your account."
Take already consumed by a completed generation is not refundable. See §5 for generations that fail.
Take cannot be cashed out, exchanged, sold, gifted, or transferred to another account. This does not limit refunds of qualifying purchases under §4 or mandatory law.

4 Refund eligibility

Separately purchased Take packs: You may request a full refund within 14 calendar days of each pack purchase if no Take from that pack has been used. This applies to each separate pack purchase, not only your first purchase. We will refund the full price of the qualifying pack to the original payment method through Creem and remove that pack's Take from your balance. Generating images or using Take from a different source does not count as using this pack. Contact support with your account email and the relevant order number under §1.

Subscriptions: We do not offer a general no-reason refund of a subscription simply because it is your first purchase or you request it within 14 days. Separately purchased Take packs are governed by the rule above.

We will also refund or correct a payment where:

You were charged in error (duplicate charge, wrong plan, a charge after you had already cancelled).
A technical fault on our side prevented you from using the Service for a material part of a billing period and we could not remedy it in reasonable time.
Required by mandatory consumer-protection law in your country of residence, including any applicable statutory withdrawal or cancellation rights.

Studio and Enterprise agreements are contracted separately; their refund terms follow the applicable agreement and mandatory law.

Outside the cases above, we do not offer a pro-rata refund for the unused remainder of a subscription period that you choose to cancel early (see §2). Purchased Take packs are addressed in §3.

5 Generation failures and duplicate charges

A request blocked before model generation by Creem screening does not create an image or video and does not consume Take or a plan-included generation allowance. A screening timeout or error is treated as a temporary block on that request, with the same no-charge result.
A confirmed system or model-provider error that delivers no image or playable video is a failed generation. We return any Take consumed by that attempt and restore any plan-included generation allowance deducted for it. If the balance is not corrected, contact support with the project or generation details.
A request refused by a model provider's content filter without delivering an image or playable video is treated as a failed generation for charging purposes. We return any Take and plan-included generation allowance deducted for that attempt. The request may still be prohibited under our Acceptable Use Policy; a returned Take does not grant permission to repeat it.
A completed generation whose delivered image or playable video does not match your creative preferences consumes the applicable plan allowance and, for a Take-priced video, the displayed Take amount. You may generate again subject to your plan and available Take. If a file is corrupt or cannot be opened, report it as a technical failure rather than a creative-preference issue.
Duplicate payment (e.g., double-clicking checkout, a retried failed card charge that also succeeded): contact support with both transaction IDs; verified duplicates are refunded in full.

6 Statutory withdrawal rights

Depending on your location and what you purchase, you may have a statutory right to withdraw or cancel. The scope and exceptions to that right depend on applicable law and the consents obtained at checkout. Nothing in this policy limits any statutory right.

7 Your statutory rights

Nothing in this policy limits any non-waivable consumer-protection right you have under the mandatory law of your country of residence. If a provision here conflicts with such a right, the statutory right controls.