We want you to be satisfied with our service. This Refund Policy explains the refund conditions for subscription plans and credit purchases.
To request a refund, please contact: support@nanobananana.com
We commit to replying within 48 hours after receiving your email (typically on business days; for complex issues, we will confirm receipt and share progress).
To be eligible for a subscription refund, all of the following must be met:
- Timeframe: submit the refund request within 3 days of the initial purchase
- Usage limit: credits used must be 50 or fewer
- Processing fees: the refund amount may be deducted by transaction/payment processing fees (if applicable)
Please provide in your email:
- Account email
- Order/transaction ID
- Refund reason (brief explanation is fine)
We typically complete the initial review within 1–2 business days; eligible refunds are processed within 5–7 business days. The arrival time may depend on the payment channel.
Credit purchases are refundable, but to prevent abuse and ensure fairness, we only accept refund requests that meet the following conditions.
To be eligible for a credit purchase refund, all of the following must be met:
- Timeframe: submit the refund request within 3 days of purchase
- Usage limit: credits used for that purchase must be 50 or fewer
- Processing fees: the refund amount may be deducted by transaction/payment processing fees (if applicable)
- If credits are completely unused: refund the paid amount for that purchase (minus processing fees, if applicable).
- If credits are partially used (≤ 50): we will refund the amount proportional to unused credits (minus processing fees, if applicable).
Note: The ratio is calculated based on the unit price/discount of that order at the time of purchase.
Please provide in your email:
- Account email
- Order/transaction ID
- Describe the use of the credits and the reason for the refund (brief explanation is fine)
Credits do not have a fixed expiration date. We will not automatically expire credits over time.
If you want to change from an annual subscription to a monthly subscription:
- We may deduct one month of subscription fee and processing fees (if applicable)
- The remaining amount will be returned to the original payment method
- The change typically takes effect after confirmation
When upgrading:
- Price differences are prorated
- Credits and features of the new plan are usually available immediately
We generally cannot provide refunds for:
- Refund requests submitted after the 3-day window (for subscriptions or credit purchases)
- Subscription or credit orders with more than 50 credits used
- Transaction/payment processing fees (if the payment channel does not return them to us)
- Fees associated with account termination due to violations of the Terms of Service, abuse, or illegal behavior (if applicable)
If you cannot use the service due to technical issues, please contact support as soon as possible. We will evaluate whether an exception or an extended window can be provided based on the circumstances.
We may update this Refund Policy. Changes will be posted on this page and take effect immediately. We recommend checking it regularly.
Support email: support@nanobananana.com
Response time: reply within 48 hours