Refund Policy

Effective date: 1 October 2026

This policy is part of our Terms of Service and uses the same words for the same things.

1. What you are buying, and from whom

You buy bundles of tokens, which you then spend on generations inside Image Stock. Tokens are not a subscription: nothing renews and nothing is charged again unless you buy again.

Purchases are sold through Link, Stripe’s Merchant of Record service, so Stripe is the seller of record for your order. A refund is paid out by Stripe, to the method you paid with. You ask us for it; we authorise it and Stripe processes it. Link’s own support, which your receipt points to, can be asked as well.

2. Tokens returned to your balance, which is not a refund

Tokens are taken from your balance before a generation starts. Where the generation then produces nothing, the tokens go back to your balance by themselves. No money moves, no payment is reversed, and there is nothing to ask us for:

• a request for concepts that produced none at all;
• an image generation that failed, was refused by the provider, or never arrived — the tokens go back when the failure is reported, or when we give up waiting for it.

One case does not come back: an image generation you cancelled while it was running. It had already been started and paid for on our side, and cancelling only stops you waiting for the result.

Getting money back is a separate matter, and every refund of money is covered by the next clause.

3. Refunds of a purchase

Refunds are made on request only. We do not reverse payments on our own initiative, and there is no case in which money comes back without you having asked for it.

You may ask for a refund within 14 days of a purchase. We refund the part of that purchase you have not spent, in proportion to the tokens still in your balance when your request reaches us.

For example: you buy a bundle of 100 tokens for €10 and spend 30 of them. Ask within 14 days and €7 goes back, and the 70 unspent tokens are removed from your balance.

Tokens you have already spent are not refundable. The generation ran, the models were paid for it, and the result is yours to keep.

Where you have bought more than once, a request is applied to your most recent purchase first. After 14 days a purchase can no longer be refunded under this policy.

The tokens a refund pays for leave your balance. Whoever makes the refund — us under this policy, or Link when you ask its support — the tokens are taken back in the same proportion as the price: half the price back, half the tokens bought with it. Where some of those tokens were already spent, your balance goes below zero by that many, and no generation starts until a later purchase has brought it back up.

4. How to ask

Write to support@imagestock.ai from the email address on your account, and tell us which purchase you mean — the date and amount are enough, and the order reference from your receipt is quicker.

We answer within 15 business days. Once a refund is authorised, Stripe returns the money to the original payment method; how long that takes is your bank’s to decide, and is usually 5 to 10 business days.

5. If you are a consumer

Portuguese and European consumer law gives you rights that this policy cannot reduce, and where that law gives you more than the clauses above do, it is the law that applies.

In particular, a distance contract for digital content carries a 14-day right of withdrawal under Decreto-Lei n.º 24/2014, and Decreto-Lei n.º 84/2021 gives you remedies — including a reduction in price or the ending of the contract with reimbursement — where digital content is not supplied as agreed. Because a token bundle is supplied immediately and starts being consumed at once, the right of withdrawal reaches the part of it you have not used, which is what clause 3 refunds.

Nothing in this policy affects those rights, or any other mandatory right you have under the law of your country of residence.

6. Chargebacks

If something is wrong with a charge, please write to us before asking your bank to reverse it: almost everything is quicker to fix directly. A chargeback raised against a purchase may lead to the account being suspended until the matter is settled.

The tokens bought with a charged-back purchase leave your balance as soon as your bank takes the money back, the same way a refund’s do — below zero, if some were already spent. If the chargeback is decided in our favour and the money returns, so do the tokens.

7. Complaints and dispute resolution

Write to us first — support@imagestock.ai — and we will try to settle the matter directly.

If that does not work and you are a consumer, you may take the dispute to Centro de Arbitragem de Conflitos de Consumo de Lisboa (www.centroarbitragemlisboa.pt), the alternative dispute resolution body competent for disputes with us, as required by Lei n.º 144/2015.

You may also record a complaint in the electronic complaints book at https://www.livroreclamacoes.pt/inicio.

8. Abuse of this policy

We may refuse a refund where the pattern of purchases and requests shows the policy is being used as a way to generate without paying. We will say so, and say why, rather than leaving the request unanswered.

9. Contact

Valerii Riaboshapko, R. Hermano Neves 18, Piso 3, Escritório 7, V6143, 1600-421 Lisboa — support@imagestock.ai.