Refunds.
This box is a plain summary. The numbered sections below are the binding text.
Failed and cancelled jobs are refunded to your balance automatically. Unused pack credits can be refunded within 14 days of purchase. A plan's current month can be refunded within 14 days if none of its credits were used. Tell us about a defective result within 7 days and we will re-run it or return its credits. Expired credits and the free test credit are not refunded.
1. Failed and cancelled jobs
If a job fails, or you cancel it, its whole charge returns to your credit balance automatically. You do not need to ask. If a job turns out to have fewer frames than quoted, the difference is returned too. Refunded credits go back to the credits they came from. If those credits have expired in the meantime, the refunded amount gets a new expiry 30 days after the refund.
2. Unused credit packs
You can ask for a refund of the unused credits from a credit pack within 14 days of buying it. We refund the unused portion to the original payment method. After 14 days, pack credits stay on your balance until they expire, 365 days after purchase.
3. Monthly plans
You can ask for a refund of a plan's current monthly charge within 14 days of that charge, if none of the credits granted for that month have been used. You can cancel a plan at any time in the billing portal or by email. Cancelling stops renewal at the end of the current period, and credits already granted keep their expiry.
4. Defective results
If a result is defective, for example a corrupt, truncated or incomplete file, tell us within 7 days of delivery. We will re-run the job or return its credits to your balance. Detail invented by a generative option is how that option works and is not a defect.
5. What is not refunded
- Expired credits.
- The free test credit. It has no cash value.
- Credits used on completed jobs, except as section 4 allows.
6. How to ask
Email [email protected] from your account address with the date of purchase or the job name. We answer within 5 business days. Once we issue a refund, the time it takes to reach you depends on your card issuer, usually 5 to 10 days. When we refund a payment, the credits it bought are removed from your balance.
7. Chargebacks
Please contact us before disputing a charge with your bank; it is usually faster. While a chargeback is open, we may suspend your account.
8. Closed accounts and discontinued service
If we close your account without cause, or discontinue the service, we refund your unused purchased credits. If we close your account for a breach of the acceptable-use rules in our Terms, your unused credits are forfeited. If we close it for any other breach, we refund your unused purchased credits, less any amount you owe us.
9. Your statutory rights
This policy does not affect any rights you have under consumer law where that law applies to you.
Questions: [email protected]