Refund Policy
How credits, subscriptions and commissioned work are treated, and the difference between a credit reversal and a monetary refund.
Credit reversal is not a monetary refund
Two different things can happen when something goes wrong. A credit reversal returns credits to your ledger balance so you can generate again. A monetary refund returns money to your payment method.
Most corrections on this platform are credit reversals. A monetary refund is not automatic and is not implied by a reversal.
Purchased credits
Credits are purchased through our payment processor and are recorded to your ledger on confirmation of payment. Credits carry no cash value and are not exchangeable for currency, transferable between accounts, or redeemable outside the platform.
Unused credits that were purchased in error can be reviewed on request.
When a credit is consumed
Credits are reserved when a generation, edit or clean export is submitted and are recorded as consumed once the output has been produced and made available to you.
A generation is not refundable simply because the creative result was not what you hoped for. Generative output varies; the credit pays for the run, not for a guaranteed result. Where a run is clearly defective we will look at it.
Failed jobs
Where a provider job fails after credits have been reserved or charged, the corresponding ledger entry is reversed automatically and the credits return to your balance. Every reservation, spend, reversal and top up is recorded in the ledger so the position is auditable.
If a failed run has not been reversed on your balance, contact us with the approximate time of the run and we will correct it.
Subscriptions
Subscription plans include a monthly credit entitlement. Cancelling a plan stops future renewals; it does not refund the cycle already paid for, and included credits for the current cycle remain available until the cycle ends unless stated otherwise for that plan.
Included plan credits do not accumulate indefinitely and may expire at the end of the cycle in which they were granted.
Commissioned work and deposits
Commissioned projects are quoted individually. A deposit secures studio time and is applied to the engagement. Where work has started, amounts covering work already performed are not returnable.
Cancellation, revision and delivery terms for commissioned work are set out in the Master Service Agreement and in the applicable quote.
Raising a request
Send the request to info@sterdaminc.com with your account email, the approximate date and time, and what happened. Requests are reviewed case by case; we do not operate a fixed automatic window. We will tell you the outcome and, where a correction is due, whether it is a credit reversal or a monetary refund.
Where a payment was made by card, your rights under applicable consumer law and under your card scheme are unaffected by this policy.