Billing, Cancellation & Refund Policy

Plans and prices

Shotward offers Pro and Advanced subscription plans, billed monthly or yearly, and Enterprise plans by separate agreement. Current prices, credit allowances and features are shown on our pricing page and at checkout.

Prices are charged in US dollars. Taxes such as VAT may apply depending on where you are and whether you are a business customer, and will be shown at checkout. [TAX TREATMENT: state whether displayed prices include or exclude VAT.] Your bank may charge currency conversion fees.

How credits work

Each generated photo uses 1 credit and each generated video uses 5 credits. The credit cost of a project is shown before you generate. If a generation fails, the credits for that item are returned to your balance automatically.

Monthly plans add the credit allowance after each successful monthly payment. Yearly plans are charged for the full year upfront, and the full annual allowance is added after payment.

Unused credits roll over while your subscription is active: each successful renewal adds its allowance to your existing balance. If you cancel, your subscription and credits stay available until the end of the period you have paid for. When the subscription ends, whether after cancellation, a failed renewal that is not resolved, or otherwise, any remaining credits expire and are removed from the workspace. Expired credits are not refunded, except where the law requires it or under the refund terms below.

Credits have no cash value, cannot be transferred between workspaces, and are not refundable except as set out in this policy or where the law requires.

Free trial

New workspaces receive 15 trial credits without payment. Trial images are delivered at 2K resolution. There is one trial per person; duplicate, disposable-email or automated sign-ups may be denied trial credits or suspended. Trial generation may be temporarily unavailable when daily trial capacity has been reached. Workspaces without an active paid subscription, including after a subscription ends, use the trial output settings.

Payment and automatic renewal

Payments are processed by Stripe. By subscribing, you authorise us to charge your payment method at the start of each billing period. Subscriptions renew automatically until you cancel.

If a renewal payment fails, Stripe may retry it. While payment is outstanding, your workspace may return to trial output settings and no new credits are added.

If we change the price of your plan, we will tell you at least [PRICE CHANGE NOTICE PERIOD, e.g. 30 days] before the new price applies to your next renewal, so you can cancel beforehand if you wish.

Cancelling your subscription

You can cancel at any time from the customer portal, available in Account in your workspace. Cancellation stops future renewals. Your plan stays active until the end of the period you have already paid for; after that, no further charges are made.

We do not currently offer immediate plan changes or prorated charges. To move to a different plan, billing interval or credit tier, cancel your current subscription and subscribe to the new option once the current period has ended.

A workspace with an active subscription cannot be deleted. Cancel first, then delete the workspace from Account once the subscription has ended.

Your 14-day cancellation right (consumers)

If you are a UK consumer, you can cancel within 14 days of a purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Because credits are made available immediately, at checkout we ask you to expressly request immediate supply and to acknowledge that you lose this right once you start using credits from that purchase.

In practice, the refund rule below gives you the same outcome: a full refund if you cancel within 14 days and have not used credits granted by that payment.

Refunds

You can receive a full refund of a charge if you request it within 14 days of that charge and no credits granted by that charge have been used. This applies to first payments and renewals.

Otherwise, charges are not refundable, except where the law requires a refund. For example, if digital content we supply is faulty, you may be entitled under the Consumer Rights Act 2015 to a repair, replacement or price reduction. Failed generations are handled by returning credits automatically.

How to request a refund

Email support@shotward.com from the email address on your account, with the date and amount of the charge. We will confirm whether it qualifies and, if it does, refund it to the original payment method without undue delay, and in any event within 14 days of the day you asked. Your bank may take several further days to show the refund.

When a charge is refunded, the credits granted by that charge are removed from your balance; for a partial refund, a matching share of those credits is removed. Refunding a charge does not by itself cancel your subscription, so cancel in the customer portal if you do not want it to renew.

Chargebacks and payment disputes

Please contact us before disputing a charge with your bank; we can often resolve problems quickly. If you open a chargeback or payment dispute, the credits granted by the disputed charge are removed, and generation in the workspace may be suspended while the dispute is open. If the dispute is closed in our favour, the suspension is lifted and the credits are restored.

Enterprise plans

Enterprise pricing, invoicing, credits, cancellation and refunds are set out in a separate written agreement. Where that agreement conflicts with this policy, the agreement applies. Contact us to discuss an Enterprise plan.

Billing questions

For billing help, email support@shotward.com. See our Support Policy for response targets.