If you were charged when you weren't expecting it, here's how to work out what happened and whether you're eligible for a refund.
I was charged again after I thought I'd cancelled
Whether you're eligible for a refund depends on whether you have proof of cancellation:
You have a cancellation confirmation email (or written confirmation from our support team): that's our error. Share the confirmation with support and we'll refund all charges from your cancellation date onwards.
You don't have proof of cancellation: we can refund your most recent charge only, regardless of how many months the account has been inactive. To avoid this situation going forward, always save your cancellation confirmation email.
I was charged for a renewal I didn't intend
Subscription renewals happen automatically at the start of each billing cycle. If a renewal caught you off guard, a refund may still be possible — but only if no generation credits were used during that billing period.
No credits used this period: you're eligible for a full refund. Contact support with your account email and a description of the situation, and we'll process it within 5–10 business days.
Credits were used this period: the subscription charge is not refundable, because the credits — and therefore the service — were used. We may be able to offer a credit reimbursement for specific unused or failed generations instead. See Arcads Refund Policy for details.
Refund requests must be submitted within 30 days of the charge. Requests outside this window cannot be processed, even in exceptional circumstances.
I was charged for an upgrade I didn't intend
If you accidentally upgraded your plan and want a refund of the lower-tier charge, you can request one if:
You upgraded because you needed a specific feature (not just exploring)
You request the refund within 7 days of the upgrade
No credits added by the lower plan have been used
Contact support with your account email and we'll review your request.
I was charged multiple times for the same period
Duplicate charges are our error. Contact support with your account email and the dates of the charges — we'll investigate and refund any duplicate immediately.
How to contact support
For any of the above, share the following when you reach out:
Your account email
The charge date(s) and amount(s)
A brief description of what happened (e.g. 'I cancelled in March but was charged in April')
Any proof of cancellation, if you have it
Approved refunds are returned to your original payment method within 5–10 business days.