Refund and Cancellation Policy

1. Cancelling a subscription

You can cancel a DoneVid subscription at any time, for any reason, without giving a reason and without a cancellation fee.

• How to cancel. Cancellation is handled by support. Write to us through the contact page from the email address on the account, saying that you want to cancel. No reason is needed and we do not put a retention process in the way.
• What cancelling does. It stops the next renewal. It is not a refund of the term you have already paid for, and it does not cut that term short.
• Until the paid term ends you keep your access. On an annual plan you also keep receiving the monthly Credit releases that belong to that paid term — cancelling does not cancel the releases you have already paid for.
• After the paid term ends the subscription does not renew, no further charge is made, and no further plan Credits are released.

If instead you want a refund rather than a cancellation, see the next two sections — the two are separate requests, and a refund request inside the window is also treated as a cancellation.

2. Refunding a subscription

A subscription purchase can be refunded when both of the following are true:

• you ask within 7 days of the initial purchase of that subscription; and
• the entitlement you paid for is entirely unused — no Credits from that paid entitlement have been spent on a generation.

This applies to the first purchase of a subscription rather than to each automatic renewal. A renewal is not automatically refundable, but if a renewal took you by surprise, contact us — see section 5.

3. Refunding a Credit Pack

A Credit Pack is a one-time purchase of additional Credits. It can be refunded when both of the following are true:

• you ask within 7 days of buying the Pack; and
• the entire Pack is unused — a Pack that has been partly spent cannot be refunded in part.

4. Failed generations

If a generation fails because of a system error on our side, the Credits it consumed are restored to your balance automatically. You do not need to contact us and you do not need to ask for a refund; the Credits come back.

If you believe Credits were consumed by a run that failed and were not restored, tell us and we will check the record and correct it.

5. Results you are not happy with

AI models are probabilistic: the same prompt can produce a result you like and a result you do not. Being dissatisfied with an output that was produced successfully is not, on its own, grounds for an automatic refund, because the generation you paid for did run.

That is not a brush-off. If something looks wrong rather than merely disappointing — a truncated result, an error we did not detect, a model behaving outside its description — contact us. We look at the actual generation record, and where the fault is ours we restore the Credits or refund the purchase.

6. Changing plans

Upgrades, downgrades and changes of capacity take effect at your next renewal. Plan changes are not prorated: we do not charge a partial amount for the remainder of the current period, and we do not refund a partial amount for it either. The plan you paid for runs to the end of the period you paid for.

7. Your legal rights

Where the consumer law that applies to you gives you a stronger right to cancel or to a refund than this policy does — that law applies and overrides this policy. Nothing here limits a statutory right of withdrawal, a statutory cooling-off period, or any other mandatory consumer protection in the country where you live.

8. How to request a refund

Write to us through the contact page, from the email address on the account, and tell us which purchase you mean and when it was made. We aim to answer refund and cancellation requests within 2 business days.

Approved refunds are returned to the original payment method through our payment processor. How long the money takes to appear on your statement after we release it is up to your bank or card issuer, and is usually a few business days.

When a purchase is refunded, the Credits from that purchase are removed from your balance.