Last updated: 6 September 2026
Every new subscription is covered by a 30-day money-back guarantee, on monthly and annual plans alike. If Ergora isn’t right for your business, email ops@ergora.cloud within 30 days of your first payment and we’ll refund that payment in full. No forms and no exit interview.
What’s covered: your first subscription payment, covering seats and specialist packs, whether you paid monthly or annually. That includes a discounted first month under the launch offer.
What isn’t: one-time bolt-ons once they have been used. That covers additional token packs and creative-credit packs, which are consumed the moment they are spent. If a pack is untouched, we will refund it too. Brand Ambassador Packs are a monthly subscription and follow the same rules as your other subscriptions below.
The guarantee exists so you can evaluate Ergora without taking the risk yourself. It is a genuine evaluation window rather than a way to run a month of production work at no cost, and we may decline a repeat claim from the same business.
You can cancel any monthly subscription, whether seats, specialist packs or Brand Ambassador Packs, at any time from your account settings. Cancellation takes effect at the end of the current billing period: you keep full access until then, and we don’t bill you again. Outside the 30-day money-back guarantee above, we do not offer pro-rata refunds for partial months. If you re-subscribe later, your saved memory and project data remain available unless you also asked us to delete them.
Annual plans are covered by the same 30-day money-back guarantee, measured from your first payment. After that window, you can cancel at any time and your subscription runs to the end of the paid year; we do not refund the unused remainder of an annual term except where the law requires it.
One-time purchases are credited to your account immediately. That covers additional AI tokens (5M, 10M, 50M packs) and creative credits (1k, 5k, 10k packs). Once spent they are non-refundable, because the underlying generation has already been produced and paid for. If a pack is still wholly unused, we will refund it within the 30-day guarantee window above. Unused tokens and credits roll over indefinitely while your account is active, so they don’t expire at the end of the month.
If a bolt-on was purchased in error or never delivered to your account because of a system fault, contact us within 14 days and we will investigate and either credit the missing balance or refund the charge.
When the Ergora Hub becomes available, it ships with a 30-day return window from the day you receive it. If you change your mind within those 30 days, contact ops@ergora.cloud to start a return. The unit must be returned in working condition, in its original packaging where possible, and at your shipping cost. Once we receive it we will refund the hardware fee in full to the original payment method, normally within 10 business days.
If you see a charge from Ergora you don’t recognise or believe is incorrect, please contact us first at ops@ergora.cloud before opening a Stripe chargeback. We’ll usually be able to identify, explain or resolve the issue within one business day. Chargebacks raised before contacting us can result in your account being suspended while we work with Stripe to investigate.
Nothing in this policy affects your statutory rights as a consumer under UK or EU consumer protection law, including any right of cancellation under the Consumer Contracts Regulations.