Last updated: July 22, 2026
Octosmith credits are a digital product. This policy explains when credits 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 credit.
A credit 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 credit for that export is automatically returned to your balance. You do not need to ask. If a credit 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 credit. We encourage you to use a preview to confirm your settings before spending a credit on a clean, full-resolution export.
Once a clean, full-resolution file has been successfully generated and delivered, that credit 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 credit as a courtesy.
Credits never expire, so there is no need to use them by any deadline. Purchased credits are generally non-refundable, but if you bought a pack by mistake or have unused credits and a reasonable request, contact us. We review refund requests for unused credits case by case and will try to do the right thing.
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 credits 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.