Octosmith tokens are a digital product. This policy explains when tokens are refundable. It is part of, and should be read together with, our Terms of Service. We aim to be fair: if an export genuinely goes wrong on our end, you should not lose a token.
A token is only meant to pay for a file you actually receive. If an export fails on our side (for example, the file cannot be generated due to a processing error), the token for that export is automatically returned to your balance. You do not need to ask. If a token was clearly charged for a failed export but not returned, contact us and we will correct it.
Watermarked 72-DPI previews are always free and never spend a token. We encourage you to use a preview to confirm your settings before spending a token on a clean, full-resolution export.
Once a clean, full-resolution file has been successfully generated and delivered, that token has been used and is generally non-refundable, the same way a printed copy can't be un-printed. That said, if you hit a genuine problem (for example, the file downloaded incorrectly or didn't match what you set up), contact us. We keep compute costs low on purpose so we can be generous, and we will usually re-run the export or refund the token as a courtesy.
Tokens never expire, so there is no need to use them by any deadline. Purchased tokens are generally non-refundable, but if you bought a pack by mistake or have unused tokens and a reasonable request, contact us. We review refund requests for unused tokens case by case and will try to do the right thing.
A plan renews automatically, and each charge adds its tokens to your account at once. Cancelling a plan stops future charges but does not refund the period already paid, and you keep the tokens.
If a plan renewed and you did not mean it to, contact us within 14 days of the charge. If your balance still holds all of the tokens that renewal added, we refund the charge in full, remove those tokens, and cancel the plan. Once any of those tokens have been spent, the renewal is treated like any other completed purchase under section 4.
Please contact us before disputing a charge with your bank or card issuer. We can almost always resolve issues faster directly. If a payment is refunded or charged back, the corresponding tokens are removed from your balance (your balance will not go below zero), and we may suspend an account that abuses chargebacks.
Reach us through our contact page with your account email and a short description of what happened (and the approximate date and workflow, if you know it). We will respond as soon as we reasonably can.