Top-up policy
Updated September 9, 2026
What credits are
Credits are the single currency inside PlayableGO. Everything chargeable is priced in them: unlocking a template, exporting a playable, and bespoke orders.
Credits belong to the organization, not to the person who bought them. Anyone with billing permission can top up; everyone in the organization spends from the same balance.
What credits are not
Credits are a prepaid balance for use inside PlayableGO, and nothing else.
- They are not withdrawable. There is no cash-out: a credit can be spent in the product or left unspent, and that is all.
- They are not transferable to another organization, another person, or another account.
- They are not a deposit, a stored-value account or electronic money, and they earn nothing.
- They have no value outside the service and cannot be sold or exchanged.
Topping up is a purchase of service usage, paid in advance. Read it the way you would read buying a bundle of exports, not the way you would read funding a wallet.
Buying credits
Settings → Billing → Top up. Choose a pack and complete the payment with our payment provider. Credits are added when the provider confirms the payment, which is normally immediate.
If a purchase does not appear within a few minutes, do not buy again — open the billing page, which shows the ledger, and contact support with the payment reference.
What credits are spent on
| Action | Cost |
|---|---|
| Unlocking a paid template | The template's listed price |
| Export, free pool remaining | Nothing |
| Export, pool exhausted | The current per-export price |
| Export from a free template | The current per-export price |
| Order deposit and final payment | As quoted |
This table describes how you are charged, not the amounts. Prices and the size of the free-export pool are set by us and can change; the figures in force are always the ones shown in the product before you commit — on the template card, and on the export button. The current list prices are published on the pricing page.
Every movement is recorded in the credit ledger on the billing page, with what it was for.
Running out
An action that would take the balance below zero is refused before it starts, and points you at the top-up page. Nothing is half-charged: an export either runs and is paid for, or does not run.
Expiry and refunds
Credits do not expire.
Credits are non-refundable once spent. Unspent credits may be refunded at our discretion within 14 days of purchase, less any payment-provider fees. Credits granted as part of a promotion or as compensation are never refundable for cash.
Failed exports
An export that fails through a fault on our side is not charged. If it was charged, the credit is returned to the balance and appears in the ledger.