Refund & Cancellation Policy

Effective date: 1 September 2026

This Refund & Cancellation Policy explains how credits, subscriptions, cancellations, and refunds work on Qwen Image Edit (qwen-image-edit.com). It replaces any earlier language in our Terms of Service that treated every purchase as non-refundable.

Merchant of record and billing descriptor

Purchases on Qwen Image Edit are processed by Dodo Payments as merchant of record. Dodo Payments is the legal seller for the transaction: it processes the payment, appears on the charge, and handles tax collection on that sale.

The charge on your card or bank statement appears under Dodo Payments’ billing descriptor (typically DODO or DODO PAYMENTS). Keep the receipt email from Dodo Payments; it identifies the product and order.

What you are buying

Qwen Image Edit sells prepaid credits that are spent when you run AI image or video tools, and subscription plans that grant a fresh credit allotment on each billing cycle.

One-time credit packs. A single payment that adds a fixed number of credits to your account (for example, a Small pack of 500 credits). Credits from a one-time pack are typically valid for one month from purchase, as shown at checkout and on the pricing page. They do not renew.

Subscription plans. Monthly or annual plans (Basic, Pro, and Max) that bill on a recurring cycle and grant credits for that period (for example, 600 / 1,300 / 2,100 credits each month, or the corresponding annual allotments). Credits from a subscription period remain available until they expire under that plan’s stated validity. Subscriptions renew automatically until you cancel.

Credits are a prepaid meter for compute, not a stored-value wallet or a cash balance. Failed generations that our systems mark as failed are returned as credits back to your account, not as a card refund.

Cancellation (subscriptions)

You may cancel a subscription at any time.

• Cancellation is next-cycle: you keep access and unused credits from the current paid period until that period ends. We do not bill the next cycle.
• After the current period ends, renewal stops. Unused credits continue to follow their expiry date; they are not automatically converted to cash.
• Where your payment provider supports it, cancel from My Orders in your account. If in-app cancel is unavailable for that order (including some Dodo Payments subscriptions), email support@qwen-image-edit.com from the account email and we will stop renewal at period end.

One-time credit packs are not subscriptions and have nothing to renew.

Refund window for unused credits (14 days)

We refund unused credits within 14 days of the original purchase, as follows.

Eligible

• The request arrives within 14 days of the charge.
• You write from the email on the account that paid.
• The credits from that specific order are unused: none of that order’s credits have been spent on a successful or in-flight generation.
• The purchase was not already refunded, charged back, or consumed under a promotional or complementary grant.

What we refund

• Unused one-time credit pack: a full refund of that pack to the original payment method.
• Unused subscription, first 14 days of that billing charge: a full refund of that charge and immediate cancellation, so the period does not continue.
• If some credits from the order were spent, that order is not unused. We will not split a cash refund for a partially used pack except where required by law. Remaining credits stay in the account until they expire.

Not refundable as cash (unless a law in your country requires otherwise)

• Credits purchased more than 14 days ago, even if they are still sitting unused.
• Credits already spent on completed or in-flight generations.
• Account termination for violating the Acceptable Use Policy or Terms of Service. Those credits are forfeited and the purchase is not refunded.
• Complimentary, promotional, or ad-reward credits.

If a generation fails after we debit credits, we restore those credits to your account automatically. That is not a card refund.

How to request a refund or cancellation

Email support@qwen-image-edit.com from your account email.

Include:

1. The subject line Refund request or Cancellation request.
2. The account email and, if you have it, the order number from your receipt.
3. The approximate purchase date and amount.
4. Whether you want a 14-day unused-credit refund or a next-cycle subscription cancellation.
5. A brief reason (optional, but it helps us locate the order).

We aim to acknowledge the request within two business days and to complete an approved refund or cancellation within ten business days of that acknowledgement. Card refunds can take additional time to appear, depending on your bank.

Chargebacks

If something is wrong with a charge, contact us first at support@qwen-image-edit.com. We can usually reverse an eligible unused purchase faster than a dispute, and we can restore credits when a job failed.

Filing a chargeback without talking to us first may delay a good-faith refund and can lead to us pausing the account while the dispute is open. Repeated or abusive disputes may result in account closure.

Dodo Payments, as merchant of record, may also contact you about a dispute. Cooperate with that process and keep your receipts.

Consumer law

Nothing in this policy limits a right you cannot waive under the consumer law of your country (including any cooling-off right that actually applies to this digital service). If those rules require a different outcome than the 14-day unused-credit window above, we will follow the law.

Contact

Support: support@qwen-image-edit.com

Service: Qwen Image Edit — qwen-image-edit.com

Operating entity: the operator of Qwen Image Edit at qwen-image-edit.com. Write to support@qwen-image-edit.com.

Related pages: Terms of Service · Privacy Policy · Acceptable Use Policy · Contact