This Refund Policy describes when and how we issue refunds for credit packs, membership-period credit allowances, and member refill purchases on Glim ("Glim", the "Service").
1. How credits work
When you buy credits or a membership-period allowance, the credits are added to your account balance and may be spent on individual generations at any time. Membership periods unlock member-only refill packs while active. Weekly, monthly, and yearly memberships renew automatically through Stripe until canceled. Different templates cost different numbers of credits; the price is shown before you start each generation.
2. Automatic refunds
We automatically refund credits (returned to your balance) in the following situations, without you having to contact support:
- Technical failure: a generation that fails because of a Service-side error (worker crash, timeout, infrastructure incident).
- Content-safety rejection: a generation whose output is blocked by our automated content-safety filter. The first 2 NSFW output rejections per UTC day are refunded automatically.
- User cancellation: the first 2 user-initiated generation cancellations per UTC day are refunded automatically. After that daily limit is used, canceled generations are not refunded.
3. Refund eligibility for purchases
You may request a refund to your original payment method for a credit pack, membership, or refill purchase under the following conditions:
- The request is made within 14 days of the purchase date;
- You still have unused credits in your balance equal to or greater than the number of credits in the purchase being refunded; and
- Your account is in good standing (not suspended or terminated for Terms violations).
When we issue a refund, the corresponding number of credits is deducted from your balance.
4. Recurring membership cancellation
Canceling a recurring membership stops future renewal charges but does not automatically refund already delivered credits. You can cancel future renewals yourself from the Credits page while signed in. Your current paid period remains active after cancellation.
5. Non-refundable circumstances
Refund requests are not eligible if:
- The credits have already been spent on generations that were delivered to you. Compute resources were consumed and cannot be reclaimed.
- You cancel a generation after your daily user-cancellation refund limit has already been used.
- More than 14 days have passed since the purchase.
- Your account has been suspended or terminated for violating our Terms of Service or Acceptable Use policy.
6. How to request a refund
Email [email protected] from the email address on your account, or send the same information while signed in through Feedback. Include:
- The order or transaction ID (visible under the Credits page);
- The reason for the refund request.
We will acknowledge your request within 2 business days and issue any approved refund within 5–10 business days. The refund is returned to your original payment method through Stripe.
7. Payment channels
- Card / Apple Pay / Google Pay (via Stripe): approved refunds return to the original payment method within 5–10 business days after processing, though the exact timing depends on the card issuer or wallet provider.
8. Chargebacks
Please contact us before filing a chargeback with your bank or card issuer — we can resolve most disputes directly and much faster. Filing an unjustified chargeback may result in account suspension and, for repeat or fraudulent cases, permanent termination.
9. Changes
We may update this Refund Policy from time to time. Material changes will be reflected in the "Last updated" date above. The policy in effect on the date of your purchase governs that purchase.
10. Contact
Glim is operated by our Hong Kong business entity. Questions about refunds or billing? Email [email protected] or send us an in-product message through Feedback.