Refund & Cancellation Policy

Understand your rights regarding refunds and cancellations for Token purchases

Last Updated: October 27, 2025
Reading Time: ~8 min

1. Customer Summary

Quick Overview: Here's what you need to know about refunds and cancellations.
  • Refunds are handled under this Policy and applicable consumer law.
  • Standard processing time after approval is 5–10 business days; bank/payment-provider posting times may vary.
  • Refunds will not exceed the amount actually paid (less any non-recoverable payment-provider fees and FX charges, where applicable).
  • Spent Tokens (e.g., image/video generation, upscales, variations, background removal, video extend/compose, or other metered features) are non-refundable except where a material technical fault attributable to us cannot reasonably be remedied.
  • Token Packages/Top-Ups may be refunded only if entirely unused. Once Tokens are deducted, refunds generally are not available.
  • Promotional credits, discounts, or bonus Tokens are normally non-refundable unless required by law or expressly stated otherwise.
  • Submit refund requests to info@stargen.co.uk with full order details.
  • We may update this Policy; material changes will be communicated as described in Section 8.
Digital Content & Immediate Performance: If you request immediate access to the Service and explicitly agree to start performance (e.g., by launching a generation), you may lose your statutory cancellation right for the spent portion (see Section 4.6).

2. Scope and Legal Note

This Policy applies to refunds and cancellations related to AI image/video generation, downloads, and other features offered via stargen.co.uk by PRIMERENT VENTURES LTD.

Your Statutory Rights: Nothing in this Policy affects your statutory rights (including, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015).

3. Definitions

Understanding Key Terms: These definitions will help you understand your refund rights.
  • Order / Service Fee — the amount you paid for Token Packages/Top-Ups.
  • Token Package / Top-Up — prepaid credits used to access the Service (reference rate: 100 Tokens = £1.00 GBP).
  • Spent Tokens — Tokens deducted for image/video generation or other metered functions.
  • Unused Tokens — Tokens that remain in your balance.
  • Promotional Credits — bonus Tokens or discounts granted under promotions.

Tokens are not legal tender, are non-transferable, hold no cash value outside the Service, and do not expire.

4. Core Refund Rules

Refunds will not exceed the amount actually paid (less non-refundable payment-provider fees and any FX charges). Refunds are issued in the original payment currency where possible.

Tokens already spent are not eligible for refund, except where the Service was materially defective and could not reasonably be remedied.

Important: Once Tokens are used for generation, they cannot be refunded unless there was a technical fault on our end.

If you cancel before spending any Tokens, your Unused Token balance may be refunded, minus reasonable costs incurred (including non-refundable processing fees).

If a Generation fails or the Output is materially corrupted due to our fault, we will first attempt a re-run/re-render. If the issue cannot be resolved within a reasonable timeframe, a partial or full credit/refund of Tokens may be issued.

Promotional credits/bonus Tokens/discounts are normally non-refundable unless required by law or expressly stated otherwise.

When you start using Tokens, you request immediate performance of a digital service and acknowledge that the statutory cooling-off right does not apply to the spent portion once processing begins.

Legal Notice: By clicking "Generate," you explicitly agree to begin performance of digital services, which may affect your cancellation rights under consumer law.

Where manual implementation, API setup, or personal manager support is provided, once work has started, refunds are unavailable unless otherwise agreed in writing.

Statutory cooling-off rights for Consumers do not apply to Business Users.

5. How to Request a Refund

Step-by-Step Process: Follow these steps to submit a refund request.

Required Information

Email info@stargen.co.uk with:

  • Your order reference number
  • The account email used for purchase
  • Whether the request concerns Unused Tokens, cancellation, or defective output
  • For defects: a description plus evidence (screenshots, filenames, timestamps, error messages, job IDs)
  • Your preferred refund method (normally the original payment method)

Processing Timeline

  1. We acknowledge your request within 5 business days
  2. We investigate and may request more details
  3. We provide a decision and, if approved, issue the refund within 5–10 business days of approval
  4. Bank posting times vary and are outside our control

6. Investigation, Evidence and Decisions

6.1. Investigation Process
We review payment logs, Token usage, queue and render records, job IDs, model/provider status, and delivery/download logs.

6.2. Refund Method
Approved refunds normally go to the original payment method; if not possible, a reasonable alternative (e.g., bank transfer) may be offered.

6.3. Declined Requests
If refused, we will explain the reasons and outline next steps (e.g., further checks or additional evidence).

7. Chargebacks, Fraud and Abuse

Warning: Initiating a chargeback while a refund request is pending may result in account suspension.

If you initiate a chargeback while a refund request is pending, the case becomes a payment dispute. We will provide evidence (order confirmations, timestamps, Token-usage logs, download/generation records).

Refunds may be refused and accounts suspended in cases of:

  • Fraud or fraudulent activity
  • Abuse of the refund system
  • Repeated unwarranted chargebacks

8. Changes to this Policy

We may update this Policy periodically. Material changes will be announced on our website and/or by email. Updates apply to future transactions and do not retroactively affect completed purchases.

9. Record Retention

We retain necessary records (orders, payments, Token usage, generation and delivery logs) for at least 24 months, and up to 6 years for disputes or corporate/legal requirements, in line with our Privacy Policy and applicable law.

10. Escalation and Disputes

Your Rights: If you disagree with our decision, you have the right to appeal and seek alternative dispute resolution.

If you disagree with our decision, you may appeal by emailing full details to info@stargen.co.uk.

Appeals are normally reviewed within 10 business days.

This does not affect your statutory right to seek alternative dispute resolution (ADR) or legal remedies.

11. Examples

Real-World Scenarios: Here are some common refund situations explained.

You purchased £20 (2,000 Tokens) and spent 300 Tokens. 1,700 Tokens remain.

Outcome: A refund may be issued for 1,700 Tokens (minus non-recoverable fees).

Tokens used for a Generation are refundable only where the job failed due to our fault and could not be remedied within a reasonable timeframe.

Example: If you generated 5 images successfully, those Tokens cannot be refunded. However, if a generation failed due to a server error and we couldn't fix it, those Tokens may be credited back.

100 bonus Tokens granted in a promotion.

Outcome: Non-refundable.

12. Payments & Contact Details

Payment Methods

Visa and Mastercard via third-party processors. Access to paid features is provided after confirmed settlement.

Company Details

Company Name: PRIMERENT VENTURES LTD

Company Number: 15527691

Registered Office: 85 Great Portland Street, First Floor, London, England, W1W 7LT

Email: info@stargen.co.uk

Phone: +44 7599 035 935

Need Help? If you have questions about refunds or cancellations, please contact us. We're here to help!

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