Refund Policy

1. Overview

This policy applies to VideoCutout credit packs and subscriptions purchased through videocutout.net. Creem acts as Merchant of Record for Creem checkout transactions and returns approved refunds to the original payment method.

Nothing in this policy limits non-waivable rights available under applicable consumer law.

2. Eligible Refunds

You may request a refund in the following situations:

• a duplicate charge or an amount charged in error;
• a paid task failed because of a confirmed VideoCutout or processing-provider fault and the consumed credits were not automatically restored;
• an unused one-time credit pack, requested within 14 days after purchase;
• the first charge of a new subscription, requested within 14 days, provided no paid subscription credits have been used;
• a subscription renewal, requested within 7 days after renewal, provided no credits from the renewed period have been used.

If only part of a purchase is affected, we may offer a proportional refund or restore the affected credits.

3. Normally Ineligible

Except where required by law, refunds are normally unavailable for:

• credits that have been used for completed or processing tasks;
• dissatisfaction caused only by the inherent limitations of AI output after the service successfully processed the submitted video;
• expired credits;
• requests made outside the periods above;
• accounts suspended for fraud, unlawful content, unauthorized watermark or rights-mark removal, deepfakes, or another material policy violation;
• accidental purchases where the purchased credits have already been used.

4. Failed Tasks

VideoCutout is designed to restore credits automatically when a task fails or times out. If restoration does not appear in your credit history, contact support with the task ID and account email. Do not send private source media unless support specifically asks for it.

5. Subscription Cancellation

Cancel a subscription from Settings → Plans & Billing. Cancellation prevents future renewals and normally leaves access available until the end of the paid billing period. Cancellation does not automatically refund a previous charge.

6. How to Request a Refund

Email support@videocutout.net from the address associated with your account and include:

• the order number or Creem receipt identifier;
• the product or plan;
• purchase date;
• a short explanation of the issue;
• the related task ID, if applicable.

We aim to respond within three business days. Please do not include full card details.

7. Refund Processing

Approved refunds are submitted through Creem to the original payment method. Banks and payment methods generally take 5–10 business days to display the funds after processing.

When a full refund is issued, unused credits granted by that order may be revoked. A refunded subscription may be canceled.

8. Chargebacks

Please contact us first so we can investigate and resolve legitimate service or billing issues. This does not prevent you from exercising rights available through your payment provider.

9. Contact

Refund and billing questions may be sent to support@videocutout.net.