Refunds & cancellation

1. Who handles your purchase

SP "Barmagambetov" operates Story Not Story. Paddle processes purchases as merchant of record. This policy covers our subscriptions and should be read with the Terms of service, your receipt, and the Paddle Refund Policy applicable to your transaction. It does not reduce any mandatory consumer right.

2. Stop future renewals

Open Settings → Billing → Manage subscription, or the subscription-management link in your Paddle receipt. You can also request help at Paddle buyer support. Cancel before the next renewal and retain the confirmation showing the end date. If the portal does not work, contact support promptly so the request can be recorded and addressed.

Cancellation normally ends renewal while preserving the remainder of the paid period. It does not itself refund a payment. Removing a project, signing out, clearing your browser or sending a data-deletion request does not cancel billing. A refund does not necessarily stop future renewal either; request and confirm both if that is your intention.

3. When refunds may be available

A legal right to withdraw, terminate or obtain a remedy for non-delivery, defects or misleading descriptions remains available. Credit use does not automatically eliminate that right. The applicable rules may differ by location, contract and whether any legally valid consent to immediate digital supply was obtained. We do not treat account creation or the first generation as a universal waiver.

Outside mandatory rights, Paddle may consider a discretionary request made within 14 days of the transaction. This is a review window, not a money-back guarantee. Ordinary cancellation, unused credits or dissatisfaction with an otherwise delivered creative result do not automatically establish refund eligibility. We and Paddle can consider the circumstances; the strongest applicable mandatory protection prevails.

4. Send a clear request

Email zhanibek@mail.ru with your account email, transaction reference or receipt, charge date, issue and requested outcome. For payment assistance, use your receipt’s support link or paddle.net. Say explicitly if you are exercising a withdrawal right or also want renewal canceled. Do not send your card number, security code or account password.

For a technical fault, include the approximate time, affected feature and any error message. We may offer a fix or credit correction, but you do not have to accept a substitute where the law entitles you to a refund. Requests are assessed individually and legal deadlines still apply. If a Kazakhstan consumer complaint falls under the ten-calendar-day response rule, we will provide a reasoned response within that period.

5. Missing frames and credit problems

Report a missing Output, duplicate debit or stuck reservation even if the payment itself is outside a discretionary refund window. A provider may complete a request while the app fails to display or save it. We check the request’s actual status before releasing credits or retrying, to avoid duplicate charges. You can ask us to explain the adjustment.

A corrected credit balance is an in-app usage adjustment. It is not a cash refund and does not replace a monetary remedy owed by law. Unused monthly credits ordinarily expire at the end of the funded billing period and are not a cash balance.

6. After approval

Approved refunds are processed by Paddle, generally through the original payment method; Paddle states processing within 14 days after approval where eligible. Your bank’s posting time may differ. Contact Paddle with the refund reference if it has not arrived.

A full refund removes unused credits and blocks AI generation funded by that purchase. A partial product refund currently places the remaining allowance from that purchase on hold or removes it pending support reconciliation; it is not an automatic proportional credit reduction. We will reconcile any entitlement you retain under the agreed resolution and applicable law. A tax-only correction does not normally change AI credits. A refund does not automatically delete your saved projects.

7. Disputed or unauthorized charges

Report suspected unauthorized charges promptly to Paddle and your payment provider as appropriate. We may restrict the affected paid allowance while a reversal or fraud investigation is resolved. This does not remove your lawful charge-dispute rights or require you to contact us before using them. We will not treat a good-faith complaint as abuse merely because you request a refund.

8. Further help and policy changes

If you disagree with an outcome, reply with the decision reference and what you believe was missed. You may approach a competent consumer authority, dispute-resolution body or court. For Kazakhstan, official contact and complaint information is available from the Consumer Protection Committee.

Save a copy of the policy and receipt for your purchase. Future policy changes do not remove refund rights attached to an earlier transaction. This page forms part of our service terms; compulsory local rights always take priority.