Fair refunds, with the creator’s work protected.
StoriesLens charges for defined creation allowances and production services—not a hidden subscription. This policy explains what happens to payments, unused allowances, and saved work when a refund is requested.
- Unused digital packageRequest within 7 calendar days of payment.
- Used AI creationCompleted generations and production work are normally non-refundable.
- Your work remains yoursA refund does not automatically delete the creator’s saved writing or finished work.
Refund Policy
1. Digital allowances
You may request a refund within 7 calendar days after payment if the purchased package has not been used. A package is considered used when an included story project, AI image or video generation, export, collaborator seat, classroom project, student work slot, or guided production service has been consumed or delivered.
If only part of a package has been used, contact us. We may offer a proportional refund for the unused portion after reviewing the recorded usage and non-recoverable production cost. We will disclose the amount before processing the refund.
2. Duplicate charges, failed delivery, and technical faults
We will correct a verified duplicate or incorrect charge. If StoriesLens records a charge but fails to deliver the purchased allowance, we will restore the allowance or provide a refund. If an AI generation fails before a usable result is delivered, its reserved allowance should be released automatically; please contact us if it is not.
3. AI images, films, exports, and guided services
AI generations and completed production work create immediate third-party computing or service costs. Once delivered or used, those units are normally non-refundable unless the result was not delivered because of a verified StoriesLens failure. Guided sessions, deposits, custom production, or workshop purchases may show additional cancellation terms at checkout; those specific terms will apply in addition to this policy.
4. Printed books and physical delivery
A print order may be cancelled for a full refund before it enters production. After printing begins, personalised books are not refundable for a change of mind. If an item arrives damaged, materially defective, or different from the approved order, contact us with the order information and a photo so we can arrange a replacement or an appropriate refund.
5. What happens to allowances and projects
When a refund or payment dispute is opened, unused allowances connected to that order may be temporarily frozen. After a refund is completed, the refunded unused allowances are removed. Allowances already used are recorded for review. We do not automatically delete the creator’s writing or completed private project because of a refund.
6. How to request a refund
- Email support@storieslens.com from the purchasing account.
- Include the account email, purchase date, package name, and Stripe receipt or order reference. Never send a full card number.
- For a minor’s purchase, the parent or legal guardian who completed the payment should submit the request.
We aim to review complete requests within 3 business days. Approved refunds return to the original payment method. The bank, Stripe, Alipay, WeChat Pay, or another payment provider controls the final posting time.
退款规则
1. 数字创作额度
付款后7个自然日内，如购买的套餐尚未使用，可以申请退款。以下任何一项已经消耗或交付，即视为套餐已开始使用：故事项目、AI图片或视频生成、文件导出、共创席位、课堂项目、学生作品名额或人工指导服务。
如果套餐只使用了一部分，请联系我们。我们会根据后台记录的实际用量和已经发生、无法追回的制作成本审核未使用部分，并在执行退款前告诉你可退金额。
2. 重复扣款、未到账和技术故障
经核实的重复扣款或错误扣款将予以纠正。如果已经收款但购买额度没有到账，我们会补发额度或退款。AI生成在交付可用结果之前失败，预留额度应自动释放；如未恢复，请联系我们。
3. AI图片、电影、导出与人工服务
AI生成和已经完成的制作会立即产生第三方计算或服务成本，因此已经交付或使用的额度通常不予退款；但因StoriesLens确认的系统故障导致未交付的除外。人工指导、定金、定制制作或工作坊可能在结账时显示额外取消条款，该具体条款与本规则同时适用。
4. 印刷书与实体寄送
订单进入印刷生产前可以取消并全额退款。个性化书籍开始印刷后，不接受仅因改变主意而退款。如收到的商品损坏、存在明显质量问题或与确认订单不符，请提供订单信息和照片，我们会安排补发或适当退款。
5. 退款后的额度和作品
提出退款或发生支付争议时，与该订单相关的未使用额度可能先被冻结。退款完成后，相应的未使用额度会被收回；已经使用的额度会进入人工复核。退款不会自动删除孩子已经写好的文字或完成的私密作品。
6. 如何申请
- 请使用付款账号的邮箱发送邮件至 support@storieslens.com。
- 提供账号邮箱、购买日期、套餐名称以及Stripe收据或订单编号；请勿发送完整银行卡号。
- 未成年人的订单应由完成付款的家长或法定监护人提出申请。
资料完整后，我们力争在3个工作日内完成审核。批准的退款原路退回；银行、Stripe、支付宝、微信支付或其他支付服务商决定最终到账时间。