Refund Policy

Last updated October 15, 2026

This page explains when you get money or credits back on Compass HQ Labs. It goes with our Terms of Service. If the two ever disagree, the Terms win.

1. Credit purchases are final

When you buy a credit pack, the credits go into your balance right away and you can start using them. Because of that, purchases are final and we don't give refunds on credits you've bought, whether you used them or not. The only exceptions are billing mistakes (section 4), accounts we close for a reason that isn't your fault (section 5), or where the law says we must.

Please check the pack and price before you pay. Each generation also shows its credit cost before you click Generate, and that's what you're charged.

2. Failed generations give your credits back automatically

Credits come out of your balance when a generation starts. If the generation fails or never finishes, the same credits go straight back into your balance. You don't need to ask. A prompt blocked by our content check before it starts isn't charged at all.

This refunds credits, not money. If you don't like how a finished result looks, that isn't a failed generation. AI results can be unpredictable, and the credits for a finished generation aren't returned.

UGC ads: if a finished ad isn't what you wanted, you can remake it once for free (when the UGC Ads page offers the free redo, within the time it shows). An automatic refund is only for an ad that fails or never finishes.

3. What expires and what doesn't

Credits you buy never expire.
Free and bonus credits (signup credits, giveaways, credits we add to your account, and the first top-up bonus) expire if your account has no activity for 30 days in a row. Any login, generation or purchase resets the 30 days. Free and bonus credits are always used first, except for the few things only bought credits can pay for (removing the movie maker's watermark and its one-time unlock).
Credits have no cash value. They can't be swapped for money, moved to another account, or resold.

First top-up bonus

Your account's first credit purchase gets 20% extra, added as bonus credits. It's given once per account. Bonus credits follow the free-credit rules above. If that first purchase is refunded, the same share of the bonus comes back out too. If it's disputed, all of the bonus comes back out.

4. If you were charged by mistake

We will fix genuine billing mistakes. For example:

You were charged twice for one purchase.
You paid, but the credits never showed up in your balance.
You were charged an amount different from the price shown.

Email us at support@compasshqlabs.com with the email on your account, the date and the amount. We'll look it up and either add the missing credits or refund the extra charge to your card through Stripe. Card refunds usually show up within 5 to 10 business days, depending on your bank. When a charge is refunded, the credits it bought (and any bonus it earned) are removed from your balance. If it was a pack that unlocked the movie maker, the unlock is removed too, along with any credits it gave back.

5. Closed accounts

You can close your account any time by emailing support@compasshqlabs.com. Credits don't get refunded when you close your own account. If we close your account for a reason that isn't your fault, we'll refund your unused purchased credits. Credits on accounts closed for breaking the Terms are lost.

6. Please contact us before disputing a charge

If something looks wrong, email support@compasshqlabs.com first. We answer billing questions and fix real mistakes. If you dispute a charge with your bank instead:

the credits from that purchase, and any bonus it earned, are taken back right away, even if that takes your balance below zero (a movie maker unlock that came with it is removed too);
buying credits on the account is paused until we've looked into it;
we send the bank our records of the purchase and how the credits were used.

7. Hook Forge: 30-day money-back guarantee

Hook Forge (our music app and plugin, sold separately) is the exception to "purchases are final." If Hook Forge isn't for you, email support@compasshqlabs.com within 30 days of buying it, from the email you bought it with or with your order details, and we'll refund what you paid to your card through Stripe. After a refund, please stop using Hook Forge and delete your key. This guarantee covers Hook Forge only, not credit purchases.

8. Contact

Billing questions: support@compasshqlabs.com · Compass HQ Labs