Refund Policy

Under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive, you have a 14-day right to cancel digital purchases.

The right is forfeit the moment you consume any credit on your account. At Checkout you are asked to actively confirm that you waive the cooling-off period upon credit consumption. If you have not consumed any credits, you may cancel within 14 days for a full refund — email support@imaginproducts.com.

• You can cancel at any time inside Account → Billing in two clicks. Your plan remains active until the end of the current billing period; we do not pro-rate cancellations.
• If we materially change a feature you depend on with less than 30 days' notice, we will pro-rate a refund for the unused portion of the current period on request.
• Subscription credits do not roll over and are not redeemable for cash on cancellation.

• Refundable on a pro-rata basis within 14 days of purchase, provided no credit from that pack has been consumed.
• Promotional credits, gift credits and credits granted as goodwill are not refundable.
• Top-up credits remain valid while your account is in good standing.

If a render is clearly defective due to our error (e.g. system failure, corrupted output, wrong aspect ratio), we will re-render free of credit charge. If the failure persists after two re-renders, we will refund the credits used. AI imperfections within normal range — minor colour drift, soft edges, slight geometric ambiguity — are not defects for the purpose of this clause; see AI Disclaimer.

• Per Stripe's policy, refunds can only be returned to the original payment method used at Checkout. We cannot refund to a different card or to a different person.
• Stripe processes refunds immediately on our side. Funds typically appear on your statement within 5–10 business days. Stripe may attempt automatic re-deliveries for up to 30 days if the original method has expired.
• Refunds return 100% of the price you paid. We absorb Stripe's processing fee on eligible refunds.
• Partial refunds are supported and may be issued more than once on a single charge.
• Some banks classify processing as 24–48 hours rather than instant; we have no control over the receiving bank.

Please contact support@imaginproducts.com within 60 days of the charge. After 60 days we may not be able to process the refund directly and your only path will be a chargeback through your card issuer (which is slower and harder for everyone).

• Material breach of our Terms of Service or Acceptable Use Policy.
• API abuse, scraping, or any attempt to evade rate limits or fair use.
• Buyer's remorse on consumed credits where the digital content waiver was accepted.
• Fraudulent or contradictory chargebacks (e.g. claiming "service not provided" while you have downloaded the rendered reel).
• Charges already disputed and lost through the card-network process. Once a chargeback is decided in our favour, we cannot also refund the same transaction.

For European cards we apply Strong Customer Authentication (3-D Secure) at Checkout where required. Transactions authenticated with 3-D Secure shift fraud liability to the card issuer; we cannot refund "fraud" disputes that the card issuer authenticated — please raise these with your bank.

If you do not recognise a charge, please email us first — descriptor mismatches and family-member purchases are common and resolvable in minutes. If you proceed to chargeback, the process operates per Stripe's published dispute lifecycle:

• Disputed funds are withdrawn from us by the card network, plus a non-refundable network fee.
• We assemble an evidence pack (your account record, ToS / Refund Policy version accepted with timestamp and IP, billing address, invoice PDF, service start date, delivered reel URL with hash, credit consumption log, customer communication thread, refund policy disclosure screenshot) and submit it via Stripe.
• Final decision belongs to the card issuer, typically within 60–90 days. Decisions are final at the network layer.
• We may suspend the account during a live dispute and re-instate after a favourable outcome.

For low-value claims at or below USD 15 (approximately the Stripe dispute fee) we will typically issue a full refund without contesting. This is a goodwill posture, not a waiver of the rules above.

Email support@imaginproducts.com with the subject line "Refund — [invoice id or last four of card]". Tell us briefly what happened. We respond within one business day; in most cases we resolve within three.

For purchases of services delivered in the future (annual subscriptions, prepaid credits intended for use later), the dispute window starts on the service start date rather than purchase date. We retain evidence for the full forward window, per Stripe's guidance.