Fitable

Refund Policy

Version 1.0 · Effective date: July 15, 2026 · Last updated: August 18, 2026

This policy explains when Fitable SL ("Fitable", "we", "us") issues refunds and credit restorations, and how to request them. It supplements our Terms of Service.

If you are a consumer in the EU/EEA, nothing here limits your mandatory statutory rights — where this policy and your statutory rights differ, your statutory rights win.

In short:

  • EU consumers get the statutory 14-day withdrawal right, with the usual digital-content exception for credit packs delivered immediately with your consent.
  • Failed generations re-credit automatically — you never pay for a generation that errored out.
  • Cancel a subscription anytime from your settings; it ends at the close of the billing period, with no further charges.
  • Billing mistakes are fixed promptly, and we prefer a support email over a chargeback — it is faster for you too.

The sections below spell out the details.

1. Your 14-day withdrawal right (consumers)

If you purchase as a consumer in the EU/EEA — for purposes outside your trade, business, craft or profession — you may withdraw from a purchase within 14 days of the purchase date, without giving a reason.

Two practical consequences follow from how our products are delivered:

  • Credit packs are digital content delivered to your account immediately. At checkout we ask for your express consent to immediate delivery and your acknowledgment that you lose the withdrawal right once delivery begins, and we confirm this by email. If you gave that consent, the pack cannot be withdrawn from. If you did not give it, delivery waits until the withdrawal period ends and your 14-day right stands.
  • Subscriptions that start immediately can still be withdrawn from within 14 days. We deduct a proportional amount for the days of service already provided and refund the rest.

2. How to withdraw, and how refunds are paid

  • Email fitable.ai@gmail.com from your account email, stating that you withdraw and identifying the purchase (date and amount, or the invoice number). An unequivocal statement is enough — no form is required.
  • We confirm receipt promptly and tell you whether the withdrawal is accepted and, for subscriptions, how the proportional deduction was calculated.
  • Once we accept a withdrawal, we refund to your original payment method within 14 days.
  • Bank and card-network settlement can add a few business days before the money appears on your statement.

3. Credit packs

  • Business customers — credit packs are final sale once the credits are delivered to your account. Unused pack credits are not refunded.
  • Consumers — the 14-day withdrawal right in section 1 applies, unless you consented to immediate delivery and acknowledged the loss of that right at checkout.
  • Even where the statutory withdrawal right does not apply, our support team can still approve a refund of a credit pack on a case-by-case basis — but only while none of its credits have been used and the request is made within 14 days of purchase. Once any credit from a pack has been spent, that pack is final sale.

Credits have no cash value and are non-transferable between accounts, as set out in the Terms of Service.

4. Failed generations — automatic credit restoration

When a generation fails for technical reasons, the credits consumed by that request are restored to your balance automatically. You do not need to contact us. Technical failure means:

  • an internal error in our pipeline or at our AI providers,
  • a timeout, or
  • a result that is never delivered to your account.

What is not re-credited: generations that completed and were delivered but that you are subjectively unhappy with. AI generation is probabilistic — iterating on prompts, references and settings is part of the workflow, and a delivered image that misses your taste is not a technical failure.

If you believe a delivered result reflects a genuine technical fault rather than taste — for example, a corrupted file or an output unrelated to your request — email fitable.ai@gmail.com with the generation details. We review escalations and respond within 5 business days.

5. Subscription cancellation

  • You can cancel your subscription at any time from your account settings, in a few clicks — no phone call, no retention flow. Cancellation takes effect at the end of the current billing period, and no further charges follow.
  • Until the period ends, you keep full access and any remaining plan-granted credits.
  • When the period ends, plan-granted credits expire.
  • Purchased credit packs remain usable for 12 months from purchase, even after your subscription ends.

We do not refund partially used billing periods for business customers. Consumers keep the withdrawal right described in section 1 and any refund rights granted by mandatory law. As a reminder, we email you at least 15 days before every renewal charge, so an unwanted renewal should never come as a surprise.

6. Billing errors and duplicate charges

If we charge you incorrectly — a duplicate charge, a wrong amount, a charge after a valid cancellation — tell us at fitable.ai@gmail.com and we will investigate and correct it promptly, refunding any erroneous amount to your original payment method.

We may also issue goodwill refunds at our discretion in situations this policy does not cover; asking costs nothing, and we would rather hear about a problem than lose you over one.

7. Chargebacks

Before initiating a chargeback with your card issuer, please contact fitable.ai@gmail.com first. Most billing issues are resolved within a couple of business days, while a chargeback freezes the process on both sides for weeks while the card networks investigate. Nothing in this section limits your right to dispute a charge with your issuer.

8. Changes to this policy

  • Material changes take effect no earlier than 30 days after we notify you by email or in-app notice. If you do not agree, you may terminate before they take effect; consumers receive a pro-rata refund of prepaid, unused subscription fees.
  • Non-material changes take effect on posting.
  • Prior versions are available on request at fitable.ai@gmail.com.

This policy is published in English, Spanish and Catalan; in case of discrepancy the English version prevails, except where mandatory law grants you, as a consumer, the version in the language in which the Services were marketed to you.

9. Contact

  • Refunds and withdrawals: fitable.ai@gmail.com
  • Legal notices: fitable.ai@gmail.com

See also the Terms of Service and the Privacy Policy.