PaletteFinchLast updated · 30 September 2026
Refund policy
Refunds for unused credit packs, failed generations and purchases through Link.
- Service operator
- VIDREAM LTD
- Company number
- 16513006
- Registered address
- 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM
- Support contact
- support@palettefinch.com
- Jurisdiction
- England and Wales
- Refund request window
- 14 days
Unused credit packs: 14 days
You can request a full refund within 14 days of purchase if none of the credits in that pack have been used. Email support@palettefinch.com from the account used to buy, with the order reference. Do not send card details. We reply within 48 hours. Once any credit in a pack has been used, that pack is not refundable under this voluntary policy. Mandatory consumer rights and refunds decided by Stripe still apply.
Failed generation
A request reserves one credit before generation. If it fails, that credit is returned once. If submission status is unclear, the credit stays reserved while we check the same request. The result deadline is 15 minutes. If no result is confirmed by then, the reserved credit is returned on the next page check or scheduled cleanup. Check your result and credit history before trying again. A failed free-credit attempt still counts toward daily abuse limits.
Link and Stripe refund support
Payments are processed through Link using Stripe Managed Payments. Link is the merchant of record and handles transaction support. You can also request a refund from Link support. Stripe can issue a refund in certain circumstances within 60 days of a transaction, including when product support escalations are not answered within 48 hours. Those decisions can override our voluntary policy. A full payment refund includes tax paid by the buyer.
What happens to the credits
A confirmed refund removes the corresponding purchased credits. If Stripe refunds a pack after credits have been used, the remaining balance and later available credits can be adjusted to settle that refund. The same refund is applied only once. Bank processing time can affect when money appears back in your account. Refunds return to the original payment method.
For operator details and contact status, see the contact page.