Refunds, Cancellations and Accidental Purchases

This article explains when Scenario can refund a payment, what happens when you cancel, and how to ask for a refund. It covers plan fees and Compute Unit (CU) purchases. For credits used by a failed generation, see When are credits refunded?: those are returned automatically, as CU.

The general rule

Plan fees and Compute Unit purchases are generally non-refundable, as set out in section 3.6 of our Terms and Conditions. In particular, we do not refund:

• the rest of a billing period after you cancel or downgrade,

• Compute Units you did not use, whether from your plan or from a top-up,

• a plan that renewed because it was not cancelled in time, on monthly billing.

I bought an annual plan by mistake

If you meant to subscribe monthly, contact us as soon as possible. We can switch your subscription to monthly billing from your original purchase date, and refund the annual payment minus:

• the first month on the monthly price of your plan, and

• the payment provider fees, which we cannot recover.

The Compute Units you have already used count toward that first month.

My annual plan renewed and I forgot to cancel

If your annual plan renewed and you have not used Scenario since the renewal, contact us and we will review a refund. Once the renewed plan has been used, the renewal is not refunded.

Monthly renewals are not refunded. To avoid an unwanted renewal, cancel at any time before your renewal date: you keep your plan until the end of the period you paid for.

The EU 14-day right of withdrawal

If you live in the European Union, the 14-day right of withdrawal applies to a subscription you have not started using. It no longer applies once you have used the service, for example by generating or training, because Scenario provides it immediately when you subscribe.

What happens when you cancel

• You keep your plan and your remaining Compute Units until the end of the period you paid for.

• After that date, your organization moves to the Free plan and your API keys stop working.

• Your assets and models are kept for 30 days, then deleted. Subscribe again within those 30 days to keep them.

Step by step instructions are in Upgrade, Downgrade or Cancel your Plan. You can undo a cancellation until the end of the period with Reactivate Plan.

Contact us about billing

For any question about a charge, an invoice or a refund, contact support via the in-app chat, or at contact@scenario.com, and include:

• the email address you used at checkout,

• the invoice number, or the date and amount of the charge,

• what happened, for example "I chose annual instead of monthly".

A refund is only confirmed once a member of the support team has replied to you. Approved refunds go back to the original payment method and can take several business days to appear on your statement.