Refund Policy

First purchase: all three conditions must apply

Your first paid purchase on HollyTheStudio may qualify only if you request a refund within 7 calendar days of payment and have spent zero tokens since that purchase. All three conditions are required. This applies to monthly subscriptions, annual subscriptions and token packs. Renewals, later purchases and upgrades are not eligible under this voluntary guarantee.

Spending even one token makes the purchase ineligible. No partial refund is offered just because tokens remain. Logging in, browsing, uploading a reference or opening a tool does not count as spending tokens. A failed or canceled generation whose reservation is released does not count as token use. Pending reservations must be resolved before eligibility is finalized.

Annual subscriptions

Annual plans are paid upfront and deliver a fresh token allowance each month. After the 7-day first-purchase window, unused months are not refunded or prorated under this voluntary policy. Canceling renewal leaves access active through the paid year.

Cancellation and refunds are separate

Canceling stops future subscription charges. It does not refund the current period. Cancel from Dashboard → Plan & tokens. Access continues until the displayed paid-through date, after which unused subscription tokens expire. Purchased tokens remain on the account until their original expiry but cannot be spent without an active subscription.

When a subscription refund is approved and processed, the subscription and its remaining subscription tokens end immediately. A refunded token pack is removed.

Fees and timing

For an eligible voluntary refund, a disclosed service fee of up to 6% of the refunded purchase may be deducted where permitted by law. The amount and deduction will be confirmed before processing. No deduction applies when prohibited by law or to the service-failure and no-fault termination exceptions below.

Submit a request through Plan & tokens or email [email protected] from your account email with the purchase reference. We review complete requests and initiate approved refunds within 3 business days. Your bank or payment provider may need additional time to post the money. Refunds go to the original payment method.

Service failures and no-fault account termination

If we materially reduce the essential paid features of your plan or permanently shut down a paid feature without a reasonably equivalent replacement, you may request a proportionate refund for the unused affected service and unusable purchased tokens. Temporary maintenance, individual model changes with equivalent alternatives, or dissatisfaction with a successfully completed AI output do not by themselves qualify. Statutory remedies remain available.

If we terminate your account through no fault or breach of yours, we refund the unused prepaid subscription period and the unused value of unexpired purchased tokens. No service fee is deducted. We do not use this exception to deny a refund otherwise required by law.

Credit expiration and legal rights

Monthly subscription tokens never roll over. Credit Pack and Auto-Refill tokens expire 90 days from purchase, including while a subscription is inactive. Expiration alone does not qualify for a voluntary refund.

Mandatory consumer, withdrawal, billing-error and defective-service rights prevail over this policy. Nothing here waives a right to contact a payment provider or regulator. Contact support if a statutory exception applies, even if the automated eligibility check says otherwise.