Refund Policy
This Policy explains how we handle refund requests. It supplements our Terms of Service. Purchases of credits and subscriptions are generally non-refundable. Where we grant refunds, we do so at our discretion on a case-by-case basis.
1. How to request a refund
Email support@makethisvid.com from the email address on your account within 14 days of the charge. Include the approximate date of the charge, whether it was a subscription renewal or a credit pack, and a short note on why you're asking. We aim to respond within 2 business days.
2. Forgot-to-cancel subscription renewals
As a goodwill policy, if you were charged for a subscription renewal you did not intend to continue, contact us within 14 days and we will refund the renewal promptly, provided you have not used any credits from that renewal period. If you have used credits, we may still refund at our discretion, depending on usage.
3. Credit packs
- Unused packs. If you purchased a credit pack and have not used any credits from it, email us within 14 days and we will refund it.
- Partially used packs. Partially used packs are generally non-refundable. We may, at our discretion, refund or credit the unused portion.
- Fully used packs. Fully used packs are not refundable.
4. What is not refundable
- Used credits and completed generations — once a credit has produced a video, that credit is not refundable, even if you don't like the output. Video generation is probabilistic; dissatisfaction with a specific output is not a basis for a refund.
- Charges older than 14 days.
- Accounts suspended or terminated for violating our Terms of Service — unused credits are forfeited.
- Credits that have expired (credit-pack credits are valid for 12 months from purchase; subscription credits reset per billing cycle).
- Taxes and payment-processor fees where applicable, unless we are legally required to refund them.
5. Safety-blocked or failed generations
If a generation is blocked by our safety filter or fails because of a technical error on our side, we return the credit to your balance automatically — there's nothing you need to do. Retries of prompts that keep being blocked do not entitle you to a refund of the subscription or pack.
6. Cancellations
You can cancel a subscription any time from the account page or through the Stripe billing portal. Cancellation takes effect at the end of your current billing period — you keep access through the period you've already paid for. Cancellation by itself is not a refund request; to request a refund, email us as described in Section 1.
7. How approved refunds are paid
Approved refunds go back to your original payment method through Stripe. They typically arrive within 5–10 business days, depending on your bank. We cannot refund to a different card, account, or method.
8. Chargebacks
Please email us before filing a chargeback with your bank. Chargebacks cost time and money for both sides and usually take weeks to resolve — a direct refund, when we agree one is due, is faster. Filing a chargeback without first contacting us may result in permanent suspension of your account, as described in our Terms of Service.
9. Changes to this Policy
We may update this Policy. Material changes will be announced in-app or by email. Purchases made before a change are governed by the version of this Policy in effect at the time of purchase.
10. Contact
Refund questions? Email support@makethisvid.com.