Nana Banana is committed to providing quality AI image generation services. We understand that in some circumstances you may need to request a refund. This refund policy details our refund eligibility criteria, process, and timelines.
You may request a full refund when your account meets the following condition:
- Remaining Credits Requirement: Your account's remaining credits must be no less than the credits from your one-time purchase
- Example:
- You purchased the Basic package with 165 credits
- Your current account has 165 or more remaining credits
- You are eligible for a full refund
Refunds are not supported in the following cases:
- Account remaining credits are less than the one-time purchase credits
- Credits used exceed the purchase amount
- Example: Purchased 165 credits, used more than 0 credits, remaining credits less than 165
- Flexible Cancellation: Monthly and annual subscriptions can be canceled at any time
- Effective Date: Cancellation takes effect at the start of the next billing cycle
- Current Period: After cancellation, you can continue using the service for the current paid period
Subscription refunds follow the same principle as one-time purchases:
- Monthly Subscription: Remaining credits must be no less than credits granted during this month's subscription period
- Annual Subscription: Remaining credits must be no less than credits granted during this year's subscription period
- Example (Pro Monthly Subscription):
- Subscription price: $29.90/month, receives 650 credits
- Refund condition: Account remaining credits ≥ 650
- If credits have been used and remaining credits < 650, refund is not supported
- Contact Method: Please contact us via email at our.assist.team@gmail.com
- Email Subject: Please indicate "Refund Request - [Your Account Email]"
- Required Information:
- Registered account email address
- Order number or transaction ID (if available)
- Reason for refund request
- Original payment method information
- Review Time: We will review your refund request within 3-5 business days of receiving it
- Review Process:
- Verify account information
- Check if remaining credits meet refund conditions
- Confirm order and payment information
- Result Notification: Review results will be sent to you via email
- Refund Method: Refunded via original payment method
- Timeline:
- Credit/Debit Cards: Generally 5-7 business days
- Other Payment Methods: May take 5-10 business days depending on payment platform policies
- Refund Amount:
- Meets conditions: Full refund
- Does not meet conditions: No refund
If generation fails or service is interrupted due to our technical errors:
- Automatic Refund: Consumed credits will be automatically refunded to your account
- No Application Needed: No manual request required, processed automatically by the system
- View Records: You can view credit refund records on the "Activity" page
If duplicate charges occur:
- Contact Immediately: Please contact us via email immediately
- Priority Processing: Duplicate charge refund requests will be prioritized
- Processing Time: Usually completed within 2-3 business days
If your account is suspended for violating Terms of Service:
- No Refund: Purchased credits and subscription fees will not be refunded
- Suspension Reasons: Violating usage policies, generating prohibited content, etc.
- One-Time Purchase: After successful refund, corresponding purchased credits will be deducted from your account
- Subscription Cancellation: After refund, subscription will be canceled and will not auto-renew
- Generated Images: Refund does not affect images you have already generated and downloaded
- Image Ownership: You retain ownership of already generated images
- Account Retained: Refund will not delete your account
- Repurchase Available: You can repurchase credits or subscriptions at any time
We cannot provide refunds in the following situations. Please consider carefully before purchasing:
- Credits Already Used: Account remaining credits are less than purchased/subscription granted credits
- Subjective Dissatisfaction:
- Dissatisfied with AI-generated image results (AI generation has inherent randomness)
- Believe a certain AI model performs poorly
- Personal subjective evaluation of the service
- Normal Usage: Requesting refund after normal service usage
- Change of Mind: Changed mind after purchase or no longer need the service
- Violated Accounts: Accounts suspended for violating Terms of Service
- Third-Party Reasons:
- Delays caused by payment platform issues
- Generation failures caused by network issues (not our system issues)
If you disagree with a refund decision:
- Second Appeal: You may provide additional information to request re-review
- Detailed Explanation: Please provide detailed situation description and relevant evidence
- Final Decision: Nana Banana reserves the right to final interpretation of refund decisions
A: If your account's remaining credits are no less than the purchased credits, you meet the refund conditions and can request a full refund. If you have already used some credits, you do not meet the refund conditions.
A: Yes. Both monthly and annual subscriptions can be canceled at any time. Cancellation takes effect at the start of the next billing cycle. You can continue using the service during the current period.
A: No. If generation fails due to technical errors, credits will be automatically refunded to your account without manual request.
A: We will process refund requests within 3-5 business days. Refund amounts are returned via the original payment method, generally taking 5-7 business days to arrive.
A: AI generation has inherent randomness and uncertainty. Subjective dissatisfaction with generation results is not covered by our refund policy. We recommend trying the service with free credits before purchasing.
A: No. Refund only deducts the corresponding credits. Your account remains active and you can repurchase at any time.
A: Refunds are for the full amount of a single purchase or subscription period. We do not support partial refunds.
If you have any questions about our refund policy, please feel free to contact us:
Email: our.assist.team@gmail.com
Website: https://nana-banana.org
Last Updated: December 1, 2025
We are committed to providing you with a fair and transparent refund policy. Thank you for your trust and support of Nana Banana!