1. Failed generations
If creating, animating or exporting a mascot fails on our side or at one of our AI providers, the credits reserved for that action are returned to your balance automatically. You do not need to ask.
2. Unused purchases
You can get a full refund within 14 days of a purchase, or of a subscription renewal, as long as you have not used any of the credits it added.
3. Used credits
Credits you have already spent generally cannot be refunded, because the AI work behind them has already been done and paid for. If a result was unusable because of a technical problem, tell us. We will look at every request fairly, and usually offer replacement credits or a partial refund.
4. Subscriptions
You can cancel at any time from Billing in the app or from the link in your Polar receipt. Cancelling stops future renewals, and you keep the credits you already have. Billing periods that have already been used are not refunded, except as described above or where the law requires it.
5. How to ask for a refund
Email support@mascoai.com from the address on your account and include your order number from the Polar receipt. We reply within 3 business days.
Refunds are issued by Polar, our merchant of record, to your original payment method. They usually show up within 5 to 10 business days, depending on your bank. When a purchase is fully refunded, the credits it added are removed from your balance.
6. Before disputing a charge
Please contact us first. We can almost always sort things out faster than a card dispute can.
7. Your legal rights
This policy does not affect any rights you have under the consumer laws of your country. In the EU and UK, credits are digital content that starts being provided as soon as you use them, so the right to withdraw applies only to credits you have not used yet.