1. Price approval and reservations
Soho Frame shows the exact credit price for the selected model and configuration before submission. When you approve a job, those credits may be reserved while the provider processes it. A reservation can temporarily reduce the available balance even though the final charge has not yet settled.
2. Failed or blocked generations
Credits are not finally charged when a provider or Soho Frame reports failure without a usable deliverable. This includes requests rejected by provider moderation before a deliverable is returned. The reservation is released or an equivalent credit refund is posted to the Soho wallet.
Provider status updates can take time. Do not submit a duplicate job only to check progress. Reopen the project first; if a final failure remains charged, contact Support.
3. Successful generations
A job that returns a usable deliverable is charged at the approved price. AI output is probabilistic, so subjective dissatisfaction, prompt interpretation, style, composition, or a creative preference normally does not qualify for a credit return.
We may review a technically corrupt, inaccessible, or materially incomplete deliverable when the problem is reported promptly with its project and generation identifiers.
4. Top-ups and subscriptions
- Unused Soho Credits are limited service units, not stored cash, and normally are not redeemable for money.
- Top-up purchases are normally final once credits are added to an account, except where law requires otherwise or a payment was duplicate, unauthorized, or technically incorrect.
- Canceling a subscription stops future renewal and does not normally refund or prorate the current paid period.
- Promotional or bonus credits are not refundable and may expire or be removed under the stated promotion terms.
5. Payment problems and chargebacks
Duplicate, unauthorized, or technically incorrect payments should be reported promptly to support@sohoframe.com or through Support. Include the Stripe receipt or invoice ID, but never send a full card number or account password.
A bank dispute can place associated credits or the account under review while the payment is investigated. This does not limit rights you cannot waive under applicable law.