What is Martini's refund policy?
Short answer
Subscription and wallet purchases are non-refundable as a default — same as most usage-based AI tools. Two exceptions: accidental purchases reported within 7 days where no credits have been spent, and confirmed billing errors. Failed generations are credited back automatically as credits, not as cash.
When a refund applies
Refunds for the actual purchase price are limited to two cases. First, accidental purchases — if you bought a plan or wallet top-up by mistake and report it within 7 days, support will refund the charge as long as none of the purchased credits have been spent. Second, billing errors — duplicate charges, charges after a confirmed cancellation, or amounts that don't match the plan you signed up for are refunded once verified.
Failed generations are handled separately and are not cash refunds. When a generation fails on the provider side, Martini automatically returns credits to your account at the time of failure. There is no need to contact support; the refund posts within seconds. See the failed-generation refunds article for the full rules.
When a refund does not apply
Used credits are non-refundable. Once a generation runs successfully and the provider charges Martini for the compute, the credits are spent. Output quality, taste, prompt mistakes, and accidental clicks on the Run button do not qualify. Subscription credits that expire unused at the cycle reset are not refundable for cash either — they were part of the plan you used or chose not to use.
Subscription cancellations do not trigger a prorated refund of the current period. Your plan stays active until the end of the cycle and you keep the credits you paid for. Upgrades and downgrades take effect by the rules in the cancel-subscription article — neither produces a cash refund.
How to request a refund
Click the help icon in the bottom corner of the app and start a conversation, or email support from the same icon. Include the date of the charge, the amount, the email on the account, and which exception you believe applies (accidental purchase or billing error). For billing errors, attach a screenshot of the charge if you have one.
Most cases are resolved within two business days. Approved refunds post to the original payment method and can take 5 to 10 business days to appear on a statement depending on your bank or card issuer. If support cannot approve a cash refund but the issue is genuine, you may be offered an equivalent credit grant instead.
Examples
- You bought the wrong plan tier 3 days ago and have not generated anything — eligible for a refund.
- You were charged twice for the same monthly renewal — eligible for a refund of the duplicate.
- You used 800 credits then changed your mind about the plan — not refundable; credits were spent.
- A video generation failed on the provider side — credits are auto-refunded; no support ticket needed.
Edge cases
- Workspace owners are the only members who can request a refund on a workspace plan charge.
- Wallet top-up purchases follow the same 7-day accidental-purchase window with the no-spend rule.
- Chargebacks filed without contacting support first may result in account suspension while we investigate.
- Refund eligibility is judged at request time; using credits after filing the request voids the no-spend rule.
What to do next
- Click the help icon in the app to message support, or email support@martiniai.app.
- Include the charge date, amount, account email, and which exception applies.
- See the failed-generation refunds article if your concern is restored credits, not a cash refund.
- Read the cancel-subscription article if you want to stop future charges instead of refunding past ones.
Related help articles
Related docs
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