How retries, failed generations, and refund treatment work.

If you cancel a subscription that remains active through the end of the billing period, you will generally keep access until that paid period ends. Canceling future renewal does not automatically restore previously used credits or create a cash refund entitlement for the already active period, unless applicable law requires otherwise.

Credits are usage units for platform actions. They are not redeemable for cash and are not a stored-value account. Subscription credits expire at the end of the billing cycle or when plan access ends.

When a generation fails because of a platform issue inside Assetra-controlled orchestration or execution, we may allow you to regenerate or retry the failed step without additional charges for that retry flow.

This retry treatment is intended to correct platform-caused failure states, not to provide unlimited no-cost reruns of completed or successfully delivered outputs.

Some features rely on third-party AI or processing providers that may apply charges even when they ultimately fail to deliver a usable output. If the provider-side charge cannot be reversed, Assetra may be unable to restore the associated credits.

This is especially likely where a failed request is connected to prompt-policy violations, safety blocks, restricted content categories, unsupported instructions, or other provider enforcement decisions. In those cases, users should not expect credits to be returned.

Credit topups and similar digital purchases are generally treated as final once delivered to the account, except where required by law or where Assetra explicitly confirms another remedy in writing.

If you believe credits were affected by a platform-side issue, contact support through the official channels available to your account and include the relevant job, generation, or billing details so the issue can be reviewed.