Speel Refund Policy
Important Refund Notice: Once a paid subscription is activeand credits have been used, purchases are non-refundable, except in the limitedcases described below. Refunds are only considered for accounts where nocredits have been consumed, or where one of the exceptions in “When Refunds MayBe Considered” applies. The free trial is non-refundable.
At Speel, weaim to provide a high-quality experience for all creators. Because Speeloperates on a usage-based credit system with immediate access tocompute-intensive AI models, refunds are handled under the guidelines below.
General Policy
All purchaseson Speel are non-refundable by default once credits have been added to anaccount or a subscription period has started. This default applies regardlessof whether the credits have been fully used.
Failed Generations — Automatic Credit Reversal
If a generationfails due to a platform-side error (for example, model timeout, or processingfailure that prevents output from being delivered), the credits charged forthat generation are returned to the workspace automatically. This is a creditreversal, not a refund, and requires no support request.
— Generations that complete but are rejected by content safety filtersoutside Speel are not considered failures and are not eligible for creditreversal.
— If a generation appears to have failed but credits were notautomatically returned within 24 hours, the user should contact support so thecase can be investigated.
— Automatic credit reversal applies to credits only. It does not convertinto, or entitle the user to, a monetary refund.
When Refunds May Be Considered
Because failed generations are already covered by automatic credit reversal, discretionary refunds are reserved for issues unrelated to individual generation outcomes, such as:
— Duplicate charges for the same purchase or subscription period.
— Billing errors, including incorrect amounts charged or charges processed after a cancellation was confirmed.
— Platform-wide outages or account-level technical issues that prevented any meaningful use of the platform for an extended period, where automatic credit reversal does not adequately address the impact.
There is no fixed deadline for reporting these issues; requests are reviewed case by case. Reporting promptly, with supporting details (date, amount, and a description of the issue), allows for faster and more accurate review. Requests reported long after the fact may be harder to verify and are assessed accordingly.
What Is Not Refundable
— Credits used for a generation that completed successfully. Once a generation finishes and an output is delivered, those credits have done their job.
— Unused credits aren’t money that can be withdrawn or paid out; they are usage allowance tied to an active subscription. They carry over from cycle to cycle as long as the subscription is active.
— Dissatisfaction with output quality when the generation completed as requested. AI results can vary from one run to the next, even with the same prompt, so we’re not able to refund based on creative outcome alone.
— Content rejected by safety filters outside Speel. These are finished generations, not failures, so the credits were used and the output was generated; this isn’t something we can refund.
— Dissatisfaction due to a misunderstanding of how credits are used. Credit costs are shared upfront for every feature, so we ask users to review them beforehand; we’re not able to refund usage after the fact on this basis.
Subscriptions & Cancellation
A subscription may be cancelled at any time to prevent future renewals. Cancellation stops future billing but does not retroactively refund the current billing period, and does not by itself trigger a credit reversal for credits already issued for that period.
If a renewal charge occurs after a cancellation was confirmed prior to the renewal date, this is treated as a billing error under “When Refunds May Be Considered” above.
Goodwill Adjustments
In some cases, Speel may offer goodwill credits as a courtesy outside of the policy above. Goodwill credits are not refunds, do not imply fault on Speel’s part, and do not set a precedent for future requests.
How to Request a Review
To request a refund under the exceptions above, contact Speel support with the account email, the date and amount of the charge, and a brief description of the issue. Support will confirm receipt and follow up with a decision once the request has been reviewed.
