Refund and Credits Policy

Last updated: 3 September 2026 · Effective: 3 September 2026

This policy explains how cancellations, refunds, and credits work for everything PewPreview sells: PewPreview+ memberships, one-time credit packs, the Shop Plan, and studio credit packs. It is part of our Terms of Service.

At a glance. Cancel anything, anytime, and keep it until the period you paid for ends. You are never charged a credit for a preview that fails. Unused credit packs can be refunded within 14 days. An accidental renewal can be refunded within 14 days if you have not used the new credits. Shops can get their first month back within 14 days if the studio has barely been used. Everything goes through Paddle, our Merchant of Record, and we will make it right if something goes wrong on our side.

1. Who sells to you

Web purchases are made from our authorized reseller and Merchant of Record, Paddle.com Market Limited and its affiliates ("Paddle"). Refunds are issued by Paddle to your original payment method and are subject to this policy and to Paddle's buyer terms. The PewPreview mobile app sells nothing in-app.

2. What you are buying

PewPreview sells software access and digital preview credits. A credit is used the moment a preview is generated and delivered to you, so a used credit has been fully delivered. The rules below follow from that: we refund what has not been delivered, and we do not charge you for anything that failed.

3. Failed previews are never charged

If a render fails, comes back blank, is blocked by our safety screening, or is refused by our AI provider, the credit is returned to your balance automatically, and a free preview that failed does not count against your free allowance. If you believe a credit was taken for a preview you never received, email support@pewpreview.com with the approximate time and we will restore it.

4. PewPreview+ membership

Cancel anytime with one click from your account, or through the Paddle billing portal. Cancellation stops future renewals; you keep your membership and its roll-over credits until the end of the period you have paid for. Purchased credits stay in your account after cancellation and never expire.
Accidental renewals. If you did not intend to renew, contact us within 14 days of the renewal charge. We will refund that renewal in full if none of the new period's credits have been used, and we may refund it in part if only a few have been used. The membership ends when the refund is issued.
No proration. Partial billing periods are not refunded, except where this policy or the law says otherwise.

5. One-time credit packs

A credit pack is refundable in full within 14 days of purchase if none of its credits have been used.
Once any credit from a pack has been used to generate a preview, the pack is no longer refundable; those credits never expire, so nothing is lost by keeping them.

6. Shop Plan and studio credit packs

Monthly, no contract. The Shop Plan is billed monthly in advance and renews automatically. Cancel anytime from the dashboard; your studio and dashboard stay active until the end of the paid month, and there is no cancellation fee. Partial months are not refunded.
First-month guarantee. If the Shop Plan is not right for you, cancel within 14 days of your first payment and email us; if your studio has generated fewer than 10 customer previews, we will refund the first month in full.
Accidental renewals are handled as in Section 4: contact us within 14 days of the charge, and we will refund a renewal month in which the studio has not been used.
Studio credit packs (additional studio credits) are refundable within 14 days of purchase if none of the pack's credits have been used. Studio credit packs never expire and stay on your account through cancellation, so you can use them if you return.
Monthly plan credits included with the Shop Plan do not roll over and are not refundable as cash.
If we terminate your Shop Plan without cause, or discontinue the Service, we refund the unused portion of the current month and the pro-rated price of unused studio credit packs.

7. Referral and promotional credits

Credits earned through the referral program or a promo code have no cash value and are not refundable. If a purchase that earned a referral credit is refunded or charged back, the referral credit is removed from the referrer's account.

8. Refunds, chargebacks, and your credits

When a purchase is refunded or reversed by a chargeback, the unspent credits from that purchase are removed from your balance. Credits you already spent on delivered previews are not taken back, and your balance never goes below zero. Please contact us before opening a chargeback with your bank or card issuer; most issues are resolved the same day. Opening a chargeback without contacting us may result in your account being suspended while we review the dispute.

9. Errors on our side

If you were charged but did not receive the credits or plan you paid for, were charged twice, or were charged after canceling, contact us and we will fix it promptly by restoring the credits or issuing a full refund through Paddle, whichever you prefer.

10. Your statutory rights

Nothing in this policy limits rights you have under the consumer-protection laws where you live that cannot be waived. If you are in the European Union or United Kingdom, you may have a 14-day right of withdrawal for purchases made online. Because credits are digital content delivered immediately, that right ends for the credits you have used once you generate a preview with them, which you do with your express consent; the 14-day refund rules above apply to unused credits regardless.

11. How to request a refund

Email support@pewpreview.com from the email address used for the purchase, with the approximate purchase date and the plan or pack involved. Paddle's receipt email also includes a link to request support directly from Paddle. Approved refunds are issued to the original payment method; depending on your bank, they can take 5 to 10 business days to appear.