How credits and refunds work
Credits are consumed only for successful jobs. If a file fails or is cancelled before completion, the credits for that file are automatically refunded, usually within minutes — and in a multi-file job, only the files that succeed consume credits. Credits used for successful jobs are not refundable, because the work was delivered.
Credit packs
A credit pack can be refunded within 14 days for the unused balance, and in full if none of it has been used. After 14 days there is no change-of-mind refund, because purchased credits never expire — there is no risk of losing them by keeping them.
Subscriptions
You can cancel a subscription at any time and keep access until the end of your current billing period. Your first subscription payment can be refunded within 14 days: in full if unused, or for the unused portion if you've used some subscription credits.
Renewals
Once a renewal billing period starts it is normally non-refundable, but an accidental renewal can be reviewed within 48 hours if you have not used any credits from the renewed period.
How to request a refund
Email [email protected] with "Refund Request" in the subject line, plus your account email and order details. We'll verify eligibility and process eligible refunds within 5 business days, returned to your original payment method. Refunds are handled through your Tools.FAST account, so they apply across the network.
Your consumer rights
This policy does not limit any rights you may have under applicable consumer law, including rights that cannot be excluded under the Australian Consumer Law and, where it applies, your right to withdraw within 14 days under EU consumer law.
Frequently Asked Questions
What happens to my credits if a job fails?
Credits for any file that fails or is cancelled before completion are automatically refunded — usually within minutes. You don't need to do anything; check your balance on your dashboard to confirm. In a multi-file job, only the files that succeed consume credits.
Can I get a refund on a subscription?
You can request a refund of your first subscription payment within 14 days — in full if you haven't used it, or for the unused portion if you've used some subscription credits. After that you can cancel anytime and keep access until your billing period ends.