SannaaPoints validity
- Pack points are valid for 12 months from the purchase date.
- Free welcome points are valid for 12 months from when they are granted.
- Points are always taken from the batch that expires first; each batch's expiry date is shown in your account.
- Expired points cannot be used, replaced or refunded.
Points return when a generation fails
- If a generation fails for any reason, including rejection by the safety filters, its full cost returns to your balance automatically, with no request needed.
- For multi-stage tools such as the virtual presenter, the full cost returns if any stage fails.
- Points return to the same batch they were taken from, with the same expiry date. If that batch has expired by then, they are added as a new batch valid for 30 days.
- A generation that completes and shows its result is not refunded.
- Returned points are points in your balance, not money.
Refund of the amount paid
The amount paid is refunded in these two cases only:
- Within 7 days of purchase, provided no point from the pack has been used. On refund, all of the pack's points are cancelled, including any extra launch-offer points.
- A technical error: being charged more than once for the same purchase, or a successful payment whose points were not added to your balance.
Cases with no refund
The amount paid is not refunded in any case other than the two listed in the previous section.
How to request a refund
- Email [email protected] from your account's email address.
- Include the purchase date and the pack name, both shown in your account's purchase history.
- The amount is returned to the same payment method used for the purchase; how long it takes to appear depends on your bank.