This page explains what you are buying when you buy credits, when a refund is possible, how to ask for one, and how long it takes.
What you are buying
LOOM sells credit packs. Credits are digital items used inside the app: generating a look spends credits from your balance. They are delivered to your account as soon as the purchase completes, and they are consumed as you use them.
Credits have no cash value, cannot be exchanged for money, and can only be used inside LOOM. Because credits are digital and are delivered immediately, there is nothing to physically return — a request is always a refund request rather than a return.
Cancelling a purchase
A credit pack is a one-off purchase, not a subscription, so there is nothing recurring to cancel. Once a pack is bought, the credits are on your account.
You can stop using LOOM at any time and delete your account from Account settings. Unused credits are forfeited when an account is deleted and are not refunded, so if you think you may want a refund, ask before deleting your account.
When we will refund
We will refund a purchase in these cases:
- The credits never arrived. You were charged but the balance did not increase.
- You were charged more than once for the same pack.
- Credits were spent on a generation that failed because of a fault on our side. Our normal fix is to restore the credits rather than refund money, but if you would rather have the money back, say so.
- You bought by mistake and have not used any of the credits from that pack.
When we generally will not refund
- Credits you have already spent, where the generation completed. A generated look is an interpretation, and not liking a result is not by itself a fault — see Terms of Use.
- Requests that appear to be abuse, such as repeatedly buying, using and reclaiming credits.
If your situation is not listed, email us anyway and explain what happened. We would rather look at it than have you stuck.
How to request a refund
Within 48 hours of purchase
Purchases are processed by Google Play, not by us. Within 48 hours of buying, you can request a refund yourself directly through Google Play — that is the fastest route, and it does not need us at all.
After 48 hours
Google's self-service window closes after 48 hours, and requests then come to us. Email beamazestudio@gmail.com from the address you signed in with, and include:
- Your Google Play order number (it looks like
GPA.XXXX-XXXX-XXXX-XXXXXand is in your Play purchase receipt) - The date of the purchase and which pack you bought
- What went wrong
Our commitment: we acknowledge every refund request within 3 working days. Where a refund is due, we submit it through Google Play within 7 working days of agreeing it. If we need more information from you, that clock starts again when you reply.
How the money comes back
Approved refunds are issued through Google Play and go back to the original payment method you used. We cannot send a refund to a different account, and we never see or hold your card details.
Once Google has processed a refund, the time for it to appear depends on the payment method. Google's published timelines are:
| Payment method | Time to appear |
|---|---|
| Credit or debit card | 3–5 business days (occasionally up to 10, depending on the card issuer) |
| Net banking | 1–10 business days, typically 4–10 |
| UPI / Google Pay | 1–3 business days |
| Google Play balance | 1 business day, occasionally up to 3 |
| Other wallets | 1–5 business days |
These are Google's timings, not ours, and they are outside our control. They run from when the refund is processed, not from when you first wrote to us.
If you are unhappy with the outcome
Reply to our email and say so — it comes to the same place and we will look again. Beamaze Studio is a small operation, so there is no call centre queue to get through.
If your complaint is about the payment itself rather than about LOOM, Google Play's support can also help, since they are the party that took the payment.
Contact
Refunds, billing questions and anything else: beamazestudio@gmail.com