VideoMake Refund Policy

Effective from 14 October 2026

The short version: every VideoMake charge is final. Money goes back to a card only in the three narrow cases described under "When we do refund", and only when our records confirm them.

Why payments are final

A VideoMake plan is a subscription, billed monthly or yearly, that opens access to the video studio with the monthly credit allowance shown on the pricing page. Rendering a video uses paid AI capacity the moment you press generate, and that cost cannot be recovered afterwards. For that reason access, and the credit allowance that comes with it, is handed over in full at the start of each billing period, whether you render one video or none.

Before you buy, the pricing page lists what each plan includes and the sample videos show the kind of output the studio produces. If you decide VideoMake is no longer worth it, switch off renewal in your billing settings and nothing further is charged.

When you subscribe, you ask us to start providing the service straight away. You accept that, once the service has started, any statutory right of withdrawal or cooling-off period that might otherwise apply no longer applies.

Situations that do not lead to a refund

None of the following gives grounds for a full or partial refund:

• You changed your mind, finished your project, or no longer need video.
• You did not log in, or did not spend your credits, during a paid period. Unused credits are not cashed out.
• You did not like the look, voice, pacing or script of a generated video. AI output varies from one prompt to the next, and regenerating uses credits by design.
• A renewal was collected after one or more failed card attempts. That period had already begun and your access to it was already granted.
• You assumed the plan was a single payment. Every plan renews automatically, as the pricing page, checkout, confirmation email and account settings all state.
• You forgot to cancel before the renewal date, or cancelled right after a renewal went through.
• A feature behaves differently from what you expected, where the pricing page does not promise it.
• Your uploaded footage, image, audio or script was unusable, too short, corrupted or rejected by our content rules.
• You picked the wrong plan, the wrong billing period or too many seats.
• Someone you shared your login with used the account.
• Time left in a period after you cancel. Access continues to the end of the paid period and is never pro-rated.

When we do refund

There are three exceptions, each limited to the charge it concerns:

1. Double billing. A fault in our billing took payment twice for the same period.
2. Charge you did not authorise. Your card was used without your permission, you tell us within 14 days of the charge, and the account and transaction records support it. A statement alone is not proof, so we check the records together with our payment operator and may ask you to confirm that the card issuer has been told.
3. Service completely down. A confirmed fault on our side left VideoMake entirely unusable for a continuous period, you reported it while it was happening, and we could not fix it. Slow renders, partial outages, and problems with your own device, browser, connection or files do not count.

An approved refund never exceeds what you actually paid for the affected period, goes back only to the card that was charged, and is our entire liability for that charge. One approved refund does not make a later one more likely.

How to ask

Email [email protected] from the address on your VideoMake account within 14 days of the charge. Include the date and amount so we can locate the payment. Requests sent after 14 days, or from an address we cannot match to an account, are not considered. We answer in the order requests arrive and do not reopen a request once it has been declined.

If you dispute a charge with your bank before writing to us, that is a breach of our Terms of Service and the account is closed permanently.

Cancelling, renewals and retries

You can switch off renewal at any time from your billing settings, without contacting us. It takes effect at once: no future period is charged, you keep the studio and your remaining credits until the end of the period already paid for, and cancelling is not treated as a refund request.

A new period starts on the renewal date shown in your account, and the payment for it is due from that moment. If your card is declined, the payment stays due and our payment operator retries it over the following days. A retry is not a second charge, it is the same unpaid invoice. Cancelling after a period has started stops the next renewal but does not cancel the invoice for the current one, which is not refundable even when it is collected several days late.

What we keep on record

By creating an account you accept our Terms of Service, which include this policy and our Privacy Policy. Checkout shows the plan, price, billing period and automatic renewal before any payment, and the confirmation email repeats it.

For each subscription we keep the time of purchase, the plan and price shown at checkout, your acceptance of the terms, the emails sent to you, renewal notices, and a log of account activity such as sign-ins, uploads and videos rendered, with the technical details recorded alongside them. Our payment operator keeps its own record of each transaction, including where the card was issued, where the payment came from and the outcome of bank authentication such as 3D Secure. These records are what refund and dispute claims are checked against, and we provide them to your bank if a chargeback is raised.

Earlier purchases

Purchases made before 14 October 2026 remain under the terms that applied at the time of purchase.