Cancellation & refunds
Updated 27 October 2026One-time kit purchases
Workflow kits do not renew, so there is no recurring kit charge to cancel. For a duplicate charge, missing download or a problem with the supplied files, contact [email protected] with your payment reference and a description of the problem. Support will review the payment and delivery record, restore delivery where appropriate, or review an applicable refund. The unused-subscription policy below applies to subscriptions, not kit purchases. Statutory consumer rights remain unaffected.
Request a refund
Email [email protected] from your purchase email with the payment reference and reason. We aim to review requests within 3 business days and initiate approved refunds to the original payment method within 5 business days. Bank processing time is additional. Refunds are handled manually by support.
Legacy video subscriptions — existing customers only
These subscription rules do not apply to one-time kit purchases.
7-day unused-subscription refunds
Request a full refund within 7 calendar days of a subscription charge if you have not successfully exported a video in that billing period. This applies to initial payments and renewals.
Duplicate charges and confirmed service failures preventing delivery are eligible for review and refund even after this window. Used subscriptions are otherwise non-refundable, except where applicable law requires a refund. Failed renders do not consume your video allowance.
Cancel renewal
Open My account and choose Cancel renewal before your next payment. Access normally continues until the current paid period ends. Cancellation alone does not issue a refund. Unused allowances do not roll over. If cancellation fails, contact support promptly.
For a refunded period, remaining access may be withdrawn and future renewal will be stopped unless you ask to retain it. Nothing here limits your statutory consumer rights.