Refund Policy
Last updated: October 5, 2026
This Policy applies to credit purchases through ToonsTranslate, a digital translation service with no physical goods to ship or return. It supplements our Terms of Service and does not limit mandatory consumer rights.
1. Credit pack refunds
Eligible new users can try the service with free credits before buying a pack. A completely unused purchased pack is eligible for a full refund if you request it within 14 calendar days of purchase.
Once any paid credits from a pack have been used, that pack is no longer eligible for a standard change-of-mind refund, including its remaining credits. We may make exceptions at our discretion after reviewing your request. This restriction does not affect the service-outage policy below or your mandatory legal rights. Credits returned for failed translations are not treated as used for this purpose. Free or promotional credits have no refundable cash value.
We review the purchase and credit history to confirm the unused amount. Credits covered by an approved refund are removed and cannot also be used for translations. A refund cannot exceed the amount paid for that purchase, less any amount already refunded.
2. Failed pages and quality problems
Credits for pages recorded as failed return automatically to your account. This is not a payment-card refund. Other pages in the same upload continue processing, and successful pages remain downloadable.
If a completed result has a material translation or formatting problem, contact us with its request reference and a description. We will review it and, where appropriate, offer a correction, restore credits or refund the affected service. The 14-day unused-credit policy does not replace remedies for defective or undelivered services under applicable law.
3. Extended service outages
If a service outage prevents you from using paid translation for more than 48 consecutive hours, you may request a refund for your remaining unused paid credits, even if you have already used part of a pack or the purchase was more than 14 days ago. We will verify the outage and calculate the refund proportionally using the actual price paid for the affected credits.
This exception covers outages of our translation service. Individual failed pages and problems limited to your device, internet connection or account restrictions are handled separately. It does not limit any remedy available under applicable law.
4. Duplicate charges and missing credits
Contact us promptly about duplicate or unauthorized charges, or payment without receipt of credits. We will investigate with the payment provider. You do not need to purchase again to report a missing payment.
5. Requesting a refund
Email [email protected], preferably from your account's email address, with the order or receipt reference, purchase date and reason. Never send your password, full card number or security code. Keep your account open until the review is complete so we can verify its history.
We aim to respond within 3 business days. After approval, we will submit the refund to the original payment method within 7 business days. Card refunds generally take another 5–10 business days to appear, depending on the provider and bank. We will notify you of delays. Any shorter period required by applicable law takes precedence.
6. Cancellation
Packs are one-time purchases and do not renew. You can leave checkout before paying. After payment, the refund rules above apply. Closing the browser or deleting an account does not cancel an accepted translation or automatically request a refund.
7. Disputes and consumer rights
Contacting support can help resolve an issue, but does not restrict your right to contact your bank, payment provider or a consumer authority. Tell us if a payment dispute is already open so we can coordinate any refund and avoid duplicate reimbursement.
Nothing here excludes mandatory rights to cancellation, withdrawal, refunds or other remedies. Account creation, purchase or use of credits is not treated as a blanket waiver of those rights.
Changes to our commercial refund terms apply to purchases made after publication. Earlier purchases retain the refund terms offered at the time of purchase.