Refund Policy

Failed generations are re-credited automatically

When you start a generation, render or edit, we hold some credits from your balance. When it finishes, you are charged its real cost and anything left over goes back to your balance. If it fails or times out, all the held credits go back to your balance automatically. You don't need to ask. If credits from a failed generation don't come back, email support@svgweave.com and we will add them.

Refunds for credit packs

• Always refunded: a duplicate charge, and an order whose credits were never added to your account. Write to us and we refund it in full.
• Everything else: credit packs are not refundable. If something went wrong, write to us anyway. We review every request in good faith, case by case.

Credits are digital content delivered as soon as you pay. Before you buy, you ask us to deliver them right away and acknowledge that you then lose the 14-day right of withdrawal that consumers in some countries, such as the EU and UK, otherwise have. This doesn't limit any other rights you have under consumer law.

When a purchase is refunded, we may remove the credits it added from your balance.

How to ask for a refund

Email support@svgweave.com with the subject line Refund Request, [Order ID]. Include:

• the order number from your Polar receipt;
• the email address of your SVG Weave account;
• the purchase date; and
• a brief reason for the request.

We respond within 5 business days. Approved refunds are paid by Polar to your original payment method within 10 business days of approval. How long the amount takes to appear depends on your bank or card provider, and any currency conversion is handled by them.

Polar, our merchant of record

Polar Software, Inc. sells our credit packs as merchant of record, so refunds are issued through Polar. Polar may also refund a purchase on its own within 60 days of the purchase to prevent a chargeback. Please contact us before you dispute a charge with your bank; it is usually faster. Polar's Buyer Terms also apply to your purchase.

Grievance and escalation

If a refund decision feels unfair or stays unresolved, write to our Grievance Officer at support@svgweave.com, as described in our Privacy Policy. Consumers in India may also use the National Consumer Helpline at 1915 or consumerhelpline.gov.in. See also our Terms of Service.