We want you to feel comfortable trying Woila. This policy explains when refunds are issued for subscriptions, credit top-up packs, and individual generations.
1. Subscriptions
You can cancel your subscription at any time from the in-product billing portal. Cancellation takes effect at the end of the current billing period — you keep your plan and credits until then. We do not pro-rate refunds for partial periods unless required by law (e.g. EU consumer rights for digital content where withdrawal applies).
2. Free trials
Annual plans may include a free trial. Cancel before the trial ends to avoid being charged. If you forget and notice within 7 days of the first charge, contact support — we will issue a refund at our discretion if no significant usage has occurred during the paid period.
3. Credit top-up packs
Credit packs are non-refundable once applied to your account. If a Stripe charge for a top-up succeeds but credits are not applied within 24 hours due to a processing failure on our side, we will either grant the credits manually or refund the charge — your choice.
4. Failed generations
Credits for generations that fail in our pipeline are automatically refunded to your monthly balance. You do not need to contact support for these. Successful generations (image, video, text) are non-refundable.
5. Disputes and chargebacks
Please contact support before initiating a chargeback. A chargeback automatically suspends your account pending review and may result in clawback of any unused credits granted from the disputed charge.
6. How to request a refund
Email [email protected] with your account email and the Stripe receipt number. We respond within two business days.
Questions? Contact us at [email protected]
Woila Inc., Ottawa, Ontario, Canada