1. Request a payment review
If you believe a payment was duplicated, unauthorized, incorrectly charged or did not deliver the purchased access or credits, submit a Refund request from Help & support or email support@mycreatoros.app. Include your account email, payment/order reference, payment date, amount and a description of the problem. Never include your full card details, password or OTP.
Requests are reviewed individually using payment and service records. Sending a request does not automatically approve a cash refund. The purchase terms shown at checkout and rights required by applicable law continue to apply.
2. Pending or unclear payments
If money was debited but the purchase is not confirmed, use billing's payment-status check and provide the original reference. Do not make a second purchase merely because the first result is unclear. We may need confirmation from the payment provider before resolving the request.
3. AI results, credits and reservations
A failed AI task, an allowance reservation and a payment refund are different events. Report a missing result or incorrect usage record with its request reference so we can investigate. AI output quality varies; dissatisfaction alone does not cause an automatic payment refund.
Unused allowance or a displayed spending reservation is not a cash balance. Any correction to a usage counter or credit record will be based on the verified request outcome and the terms of the purchase.
4. Cancellation and plan changes
Manage renewal and plan changes in Settings → Plans & billing, or Subscription & Plans in the app. Cancelling future renewal is separate from requesting a refund for an existing payment. The effective date shown in billing applies. Account deletion does not automatically cancel an external payment mandate or submit a refund request.
5. Approved refunds and tracking
If approved, the support team will confirm the amount, payment reference and refund status. Refunds are processed through the original payment route where supported. The time for funds to appear depends on the payment provider and your bank; an approval message is not proof that the money has already arrived.
If a confirmed refund does not arrive, contact support with the refund reference. Do not provide a different account or bank details unless the verified support process specifically requires it.
6. Contact
Use the Refund category in Help & support to receive a saved request reference, or contact support@mycreatoros.app. We may verify account ownership and payment details before sharing transaction information or taking action.