Credits and refunds

A credit is the unit everything in the studio is priced in, so that one balance covers a picture, a clip, a voice and an edit without you converting between four currencies. What each kind of job costs is listed on the pricing page, and the app shows the price of a render before you run it.

• Credits do not expire while your account is open.
• Credits from a plan and credits you bought outright sit in the same balance and behave the same way.
• You can buy credits without a plan. The smallest pack is $10 for 500 credits.
• Credits have no cash value and cannot be transferred between workspaces or sold.

You are not charged for a render that fails. Credits are held when a job starts and only spent when it produces something; if the job errors, times out, or the engine refuses it, the hold is released and your balance is where it was. A job that comes in cheaper than its estimate is charged the lower of the two, never the estimate.

A render that succeeds and that you simply do not like has been spent. We cannot un-generate it, and a studio where every disappointing result was free would be a studio that could not pay for the next one. This is why the app quotes the price first and why cheap drafts exist.

A plan pays an allowance of credits into your balance once per billing period and renews automatically until you cancel. Prices are shown before you pay, on both the monthly and the yearly rate, and the yearly saving is measured against twelve times the real monthly price.

An upgrade does not pay a second allowance. The allowance is paid once per billing period whichever plan you were on when it started; move up mid-month and the new, larger allowance arrives at your next renewal. Your limits — seats, resolution, clip length — change immediately.

If a payment fails, the plan keeps working while the card is retried. We only stop the plan once the processor has given up.

Cancel from plan and billing in settings, which opens our payment processor’s own portal. No email, no phone call, no retention maze.

Cancelling stops the next charge. The plan runs to the end of the period you already paid for, and the credits in your balance stay yours — including the allowance from that period, whether or not you spent it.

After the plan ends the workspace drops to the free plan. Your files stay — we do not delete anything for being old, on any plan. What changes is what you can make next: the free plan’s allowance, its shot length and its resolution, and downloads carry our mark again until you resubscribe.

Where we refund without argument:

• A charge you did not make, or a duplicate charge.
• A plan that renewed after you cancelled, or after you asked us to cancel it.
• Credits spent on renders our own fault stopped from finishing, if the automatic release did not catch it.
• An outage long enough that the period you paid for was not what you bought. Tell us and we will pro-rate it.
• An account we close without cause: the unused part of the period is returned.

Where we do not:

• Credits already spent on renders that worked.
• A plan period you used and then decided against, outside the cooling-off period below.
• Work you cannot use because it broke a rule in the acceptable use policy.

Refunds go back to the card that paid, through the same processor, and usually arrive within five to ten working days.

If you think a charge is wrong, write to us before asking your bank to reverse it. A chargeback suspends the workspace automatically until it is resolved, which helps nobody.

Consumers in the UK and EU have 14 days to change their mind about a purchase made online. Digital services are an exception once the service has started with your agreement, and starting a render or spending a credit is starting the service.

So: if you have bought a plan or a pack and spent none of it, ask within 14 days and we will refund it in full. If you have spent part of it, we refund the unspent part. This is more than the law strictly requires and it is the rule we apply.

Business customers are outside this and get the rules in the section above.

Write to [billing contact address] with the workspace name and roughly when the charge happened — we can find it from that. A person reads it and answers within two working days.

This page forms part of the terms of use.