Refund & Cancellation Policy
How to cancel, what happens to credits you have not spent, and when a payment can be refunded.
Effective date — [EFFECTIVE DATE]
What you are buying
MotionCreate plans are one-time purchases of credits, not recurring subscriptions. Buying a plan adds its credits to your balance immediately. Nothing renews automatically and there is no ongoing charge, so there is no subscription to cancel — you simply stop buying credits when you no longer need them.
Cancelling and closing your account
You can stop using MotionCreate at any time. To close your account entirely, write to [SUPPORT EMAIL] from the address on the account. Closing an account removes your uploads and generated imagery, except records we must retain by law. Because closure deletes your library, download anything you want to keep first.
Unused credits
Purchased credits do not expire while your account is open. Free credits granted on signup have no cash value and are not refundable.
Whether unused purchased credits are refundable when an account is closed is [UNUSED CREDIT POLICY — business decision required]. Until this is settled, requests are assessed individually — write to us and we will tell you where you stand before you close the account.
Failed generations
If a generation fails for a technical reason on our side, or never produces an image, the credits it consumed are returned to your balance. The system is built to do this automatically: credits are held when a run starts and released back if a pose cannot be delivered, and abandoned work is reconciled by a recovery process. If you believe a failure was not refunded, tell us and we will correct it.
Credits are not refunded because an image is not to your taste. Generation is a creative process and results vary between runs — a finished image that you simply do not like has still consumed the provider capacity it was charged for.
Duplicate and accidental payments
If you are charged twice for the same purchase, we refund the duplicate in full. Our payment records are keyed on the gateway’s payment reference so a repeated notification cannot grant credits twice, but if a genuine double charge reaches your statement, send us the reference and we will return it.
If you bought the wrong plan by mistake, contact us before spending the credits and we will try to put it right.
Refunds where they apply
Beyond duplicate charges and failed generations, refunds are considered case by case. Any general cooling-off window for unused purchases is [REFUND WINDOW — business decision required]. We do not currently advertise a guaranteed refund period, and this page will state one plainly once it is decided.
How to request a refund
Write to [SUPPORT EMAIL] from the email address on the account, with the payment reference and a short description of what went wrong. We aim to acknowledge requests within [ACKNOWLEDGEMENT PERIOD] and to decide within [DECISION PERIOD].
Approved refunds are returned to the original payment method through our payment gateway. How long the money takes to appear is decided by your bank or card issuer, not by us.
Payment disputes
If you intend to dispute a charge with your bank, please contact us first — most problems are quicker to resolve directly. We will cooperate with any dispute raised through the payment gateway and will provide the transaction records we hold.
Contact
All refund and cancellation questions go to [SUPPORT EMAIL].