Refund and Cancellation Policy

What you are buying

Credits. A job costs 2 credits per second of video, and the cost is shown before you start. Credits arrive in two ways:

• A subscription grants credits every month. Each month's grant is for that month and expires at the end of that billing period.
• A credit pack is a one-off purchase. Those credits do not expire monthly.

Everything is delivered digitally and immediately: as soon as a payment succeeds, the credits are in the account.

Failed jobs

If a job fails, its credits go back to your balance automatically. You do not need to ask, and you are never charged for a job that did not produce a file.

If your balance looks wrong after a failure, email us with the time of the job and we will check the ledger.

Refunds on credit packs

We refund a credit pack within 14 days of purchase if the credits from that pack are unused.

Partly used packs are refunded pro rata for the unused credits, at the price you paid per credit, at our discretion. Credits that have already been spent on finished jobs are not refundable: the processing was bought and used, and it costs us money whether or not you liked the result.

If the result is poor for a reason that is our fault, tell us. We would rather re-run the job or return the credits than argue about it.

Subscriptions

You can cancel at any time from Settings, then Billing. Cancellation takes effect at the end of the current billing period:

• You keep access and that period's remaining credits until the period ends.
• You are not charged again.
• We do not refund part-months, because the credits for that month were already granted and available to use.

If a renewal charged you after you meant to cancel, email us within 14 days and we will refund that period if its credits are unused.

Before you pay

Every account gets a free watermarked preview, so you can see how our models handle your own footage before spending anything. Please use it. It is the fastest way to find out whether a clip cuts cleanly, and it costs you nothing.

How to ask for a refund

Email support@removebackgroundfromvideo.com with the email address on the account and the approximate date of the payment. We answer within 3 business days. Approved refunds go back to the original payment method and typically appear within 5 to 10 business days, depending on your bank.

Chargebacks

If something looks wrong on your statement, email us first. A chargeback locks the payment with the card network and takes both of us weeks; a refund from us takes a few days.

Your statutory rights

Nothing here removes rights you have under consumer law, including the Australian Consumer Law and, where it applies to you, the EU and UK right to cancel a distance purchase. Where a statutory right conflicts with this policy, the statutory right wins.