Refund Policy

1. Overview

ChatMotion Studio operates on a credit system: you purchase credit packs and spend credits on smart script generation and video rendering. All payments are processed by Creem, our Merchant of Record, which means Creem is the entity you are legally purchasing from and the entity that ultimately approves and issues refunds. This policy explains our refund guidelines and when unused credits and purchases are eligible.

2. Unused Credits

If you have not used any credits from a purchase, you may request a full refund within 14 days of the original purchase date. Refunds are issued to the original payment method and may take 5–10 business days to appear, depending on your bank or card issuer. Because Creem is our Merchant of Record, Creem reserves the right to approve a refund outside this window, at its discretion, for up to 60 days after purchase — for example to prevent a chargeback. This 14-day window is our standard guideline, not a guaranteed cutoff.

3. Partially Used Credit Packs

Credits that have already been spent on smart script generation or video rendering are non-refundable, since those actions consume compute resources at the time they're performed. If a pack has been partially used, we're unable to refund the spent portion, but the unspent balance may be eligible for a prorated refund within the 14-day window described above.

4. Failed or Broken Renders

If a video render fails due to a system or platform error on our end, the credits used for that render are automatically returned to your account. If you believe you were charged credits for a render that failed or never completed, contact support with your project ID and we'll investigate and correct your balance.

5. Non-Refundable Circumstances

We're generally unable to offer refunds for:

• Credits already spent on completed script generations or video renders.
• Dissatisfaction with creative output that rendered successfully as requested.
• Accounts suspended or terminated for violating our Terms of Service.
• Purchases made more than 14 days ago, outside of the exceptions described in Section 2.

These are our standard guidelines. As noted above, Creem, as our Merchant of Record, may still approve a refund in these situations at its discretion, and you always retain the right to initiate a chargeback with your card issuer or bank.

6. How to Request a Refund

Email support@chatmotionstudio.com with your account email and order/receipt details. We aim to respond to all refund requests within 2 business days, and always within Creem's required 3-business-day window. If we do not respond in time, Creem may issue a refund on our behalf.

7. Chargebacks

If you have a billing concern, please contact us before filing a chargeback with your bank or card issuer — most issues can be resolved faster this way. Because Creem is our Merchant of Record, Creem handles chargebacks on our behalf and may issue a full refund automatically when one is filed. Stores with an excessive number of chargebacks, including fraudulent ones, may be suspended.

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date.