Cancellation, Refund, and Generation Credit Policy

This policy applies to generation charges, Sogni pay-as-you-go purchases, and Sogni Unlimited subscriptions. It explains the difference between an automatic generation credit and a refund of a purchase. It does not limit any consumer rights that cannot be waived under applicable law.

Version archive: 2026-09-09 · 2026-09-02 · 2026-08-26 · 2026-08-05

#Prices and plan changes

Prices and plans are subject to change at Sogni AI's discretion. Changes apply prospectively and remain subject to any notice, consent, or effective-date requirements imposed by applicable law or the billing platform. If you do not want a subscription to renew at a changed price, cancel before the change takes effect.

#Pay as you go

Premium Spark packs are one-time purchases and do not renew. Purchases are generally final once Spark has been delivered or used. Completed generations and other consumed services are not refundable except as described under Generation results and credits.

We may approve a full or partial refund when there is:

• A duplicate or incorrect charge.
• An unauthorized purchase.
• A failure to deliver the purchased Spark.
• A serious technical issue that prevented reasonable use.
• A refund requirement under applicable law or the payment platform's rules.

Refunds may be reduced or declined if the Spark or service has already been used. Refunded Spark will be removed from the account. Free or promotional Spark has no cash value. Blockchain transactions and completed jobs paid with SOGNI generally cannot be reversed, but Sogni may issue account credit for a verified billing or service error.

Spark purchased with crypto (USDC or USDT) follows the same rules. The USD amount converts to Spark at the market rate applied when the payment confirms; the amount of Spark credited is final and is not recalculated afterwards for rate movement. See Crypto Payments.

#Generation results and credits

Generative AI is probabilistic. A generation credit restores the in-product charge for a particular job; it is different from a cash refund of the Spark pack, subscription, or other purchase that funded the account.

#Jobs recorded as failed

When Sogni records a pay-as-you-go generation as failed and does not deliver a completed output, Sogni normally restores that job's charge automatically to the same in-product balance or payment token. Unlimited jobs do not consume a per-generation balance, so there is no per-job charge to restore. If a failed paid job was not credited or its status does not match what happened, report it so Sogni can investigate.

#Objectively unusable completed outputs

A job recorded as completed is normally charged because the requested compute and any applicable vendor service have been consumed. Sogni may review a completed job for a discretionary generation credit when the delivered output is objectively unusable because of a verified technical generation failure. Examples include:

• An output that is entirely black or blank when visible content should have been rendered.
• A missing, corrupted, or unopenable result file.
• A generated video that is frozen on a single frame throughout because the render failed to produce video frames, rather than because the prompt requested little or no motion.
• A similarly complete technical failure that prevents use of the delivered result.

A brief bad frame, a localized defect, or an output that remains viewable or playable is not automatically an objective generation failure. Reviews are case-by-case and may require Sogni to reproduce or otherwise verify the technical failure.

#Expected generative variance

The following are normally considered expected variation in a completed generation and do not, by themselves, qualify for a generation credit or purchase refund:

• Unexpected artifacts, noise, flicker, softness, color shifts, distorted text, or other quality issues.
• Anatomical, facial, motion, temporal-consistency, or continuity errors.
• A result that does not follow every part of a prompt or reference, differs from the intended composition or style, or is otherwise aesthetically disappointing.
• Results influenced by the selected model, LoRA, prompt, negative prompt, seed, number of steps, sampler, scheduler, guidance or LoRA strength, resolution, aspect ratio, reference media, or other available setting.
• Model-specific behavior that can be reproduced within that model's normal range using similar inputs and settings.

These issues can arise from stochastic generation and from the interaction between a prompt, model, settings, references, and seed. Their presence does not by itself mean that Sogni failed to provide the generation service.

#Third-party vendor models

Premium third-party vendor API models—such as GPT Image 2, Seedance, HappyHorse, Wan 3, and Wan 3 Uncensored—run on infrastructure outside Sogni's control. Sogni incurs the vendor charge when a job is completed and generally cannot recover or appeal that cost based on output quality or prompt adherence. Completed vendor-model generations are therefore normally final even when the result is imperfect or unexpected. This does not exclude a verified Sogni billing error, an objectively unusable technical failure that Sogni can validate, or a remedy required by applicable law or payment-platform rules.

#Sogni Supernet models

Sogni tunes many Supernet-hosted models, workflows, and LoRAs for unusually strong speed and output quality, but that engineering cannot eliminate generation variance. Compute is consumed on every completed attempt. Trying another seed or adjusting the prompt, model, LoRA, steps, sampler, scheduler, resolution, or other settings is part of the normal creative workflow and does not make the earlier completed output refundable.

#Requesting a generation review

Use Report from the result's menu in Sogni Web and request email follow-up, or email [email protected]. Include the project and job IDs, model, prompt, seed and settings, the original output, the approximate generation time, and a concise description of the suspected technical failure. If you are requesting a billing adjustment, say so explicitly in the report note or email. Do not send full card details, seed phrases, or private keys.

Submitting a report does not guarantee a credit or refund. Sogni will investigate credible system or billing mistakes. During periods of unusually high demand, a response may take several days.

#Unlimited subscriptions

Unlimited and Unlimited Pro purchased by card, App Store, or Google Play renew automatically until canceled. You may cancel at any time:

• Cancellation stops the next renewal charge; it does not automatically refund the current billing period.
• Paid access continues until the end of the current monthly or annual term.
• Monthly and annual fees are generally non-refundable, and we do not provide automatic prorated refunds for unused time. Annual plans are discounted in exchange for a one-year commitment.
• Canceling during a free trial prevents the first charge and keeps trial access until its original end date, even if you cancel right away. This applies to web/Stripe, the App Store, and Google Play. The same trial limits continue to apply, including up to 10 MiniMax H3 videos within the 15-video daily allowance. Cancellation does not extend the trial or restore eligibility for another trial. Payment verification failures, eligibility violations, refunds, and provider revocations may still end access early.

A card-based web trial may begin with a temporary authorization hold for up to the first subscription payment. This verifies the card without completing a charge; Sogni releases the authorization immediately without capturing the funds, though the card issuer may display it as pending for longer. If the issuer declines the authorization, the trial may be ended automatically before any subscription payment is taken. Trial eligibility remains available so the customer can retry with another eligible card.

Crypto-paid plans do not renew. A crypto subscription is a one-time prepaid purchase covering the periods you paid for, so there is no renewal charge to cancel and no free trial. Access ends automatically at the end of the prepaid term unless you buy another period. Prepaid terms are generally non-refundable, and we do not provide automatic prorated refunds for unused time.

Unlimited is a community-powered, fair-use service. Subscription jobs are scheduled across independently operated Sogni Supernet workers, so model availability, queue times, worker capacity, and completion times may vary with demand, model, settings, and network conditions. Sogni uses commercially reasonable efforts to provide access throughout the paid term but does not guarantee uninterrupted availability, a fixed number of jobs, or specific completion times unless a separate written service-level agreement applies. See Unlimited Plan Details.

Sogni may display plan value, also called pay-as-you-go equivalent value, for successfully completed covered jobs. This is an informational retail-value estimate based on the Spark amount the same completed work would have used at pay-as-you-go rates. It is not cash, stored credit, or a guarantee of future throughput. See How plan value is calculated.

Refund exceptions may be approved for duplicate or incorrect billing, an unauthorized purchase, a serious technical issue, or another case required by law or the payment platform. An approved refund may end subscription access immediately.

Except where required by applicable law or the payment platform, a discretionary refund may be reduced or denied after substantial use. Sogni considers completed covered jobs, pay-as-you-go equivalent value, compute capacity consumed, the remaining paid term, and documented service problems. Pay-as-you-go equivalent value at or above the subscription fee will normally be treated as substantial use, but no single factor overrides mandatory consumer rights or a verified failure to provide the service as described. Unused time alone does not create a refund entitlement.

Refunds are normally not granted for abuse or violations of Sogni's Terms of Service.

#Refund decisions

Except where a refund is required by applicable law or determined by the applicable payment platform, all refund requests are reviewed individually at Sogni's sole discretion. Sogni may approve, partially approve, deny, or offer account credit in place of a cash refund.

For a discretionary settlement that is not required by applicable law or payment-provider rules, Sogni may propose a partial refund or account credit reflecting service already consumed. Where permitted by applicable law and payment-provider rules, the proposed amount may also reflect non-recoverable transaction costs. Sogni will disclose the proposed amount before processing it. A refund required by applicable law or payment-provider rules will not be reduced on this basis.

Submitting a refund request does not guarantee approval. Sogni's decision is final to the fullest extent permitted by law. For purchases made through Apple or Google Play, the platform's refund decision and applicable rules will control.

#Where to cancel or request a refund

For a purchase refund review, include your account email or wallet address, purchase date, receipt or order ID, purchase platform, and a short explanation. For a generation credit review, follow the evidence list under Requesting a generation review. For a crypto payment, include the transaction hash and the network you sent it on. Do not send full card details, and never send your seed phrase or private keys.

Approved refunds are returned to the original payment method where possible. Processing time depends on the payment platform, bank, and region. If you do not recognize a charge, contact us promptly and notify your payment provider.

Crypto payments are on-chain and cannot be reversed by Sogni, by your wallet, or by an exchange. Where a refund is approved, it is handled manually in the same stablecoin, net of the network fee required to send it. Support will confirm the return details before funds are sent. Do not pay directly from an exchange: the on-chain sender may be an exchange hot wallet that does not map reliably to your account. A transfer that does not match an open invoice — wrong amount, unsupported network or token, or arriving after the invoice expired — is not credited automatically; contact support to have it reviewed.

For step-by-step subscription cancellation instructions, see How to Cancel Sogni Unlimited.

#Policy versions