Refund policy

Money back

• Pro and top-up packs: refund on request within 14 days if no session was used from that payment.
• Trial: refund if a technical fault stopped you from using the session and we can't restore it.
• If you were charged twice for the trial, we refund the second payment.

Sessions we give back automatically

• If the avatar fails to start, the session is given back, including the trial.
• If you leave a Pro or top-up session in its first 4 minutes, the session is given back. This doesn't apply to the trial.

What a refund changes

• Trial: if it's unused, you can no longer use it.
• Top-up pack: up to that pack's number of sessions is removed from your remaining balance.
• Pro: your subscription ends at once, and no monthly sessions remain.

A payment dispute has the same effect as a refund.

Cancelling Pro

Cancelling stops the next renewal and you keep access until the end of the billing period. It doesn't refund the current period.

How to ask

Email contact@preroom.ai from the address on your account, and say what you bought and when. Payments are handled by Creem, our merchant of record. See also our terms of service.