Refund policy

The short version

• A render that fails is never charged: its credits come back on their own.
• An unused credit pack, or an unused first plan payment, can be refunded within 7 days of purchase.
• Cancel a plan whenever you like; it simply stops renewing.
• Double charges and billing mistakes are always put right.
• Write to support@rapduovideo.com and a person will look at your request.

Credit packs

A pack is a one-time purchase of a fixed number of credits, listed with its price on the pricing page. Pack credits never expire, so there is no rush to use them and no pressure to buy more than the next video needs. Each render takes the number of credits the studio shows on its button before you start, and nothing else is taken later. Your balance and the history of every purchase and render are visible in your account, so you can always see where each credit went.

Subscriptions

A plan bills you monthly and adds its credits to your account at the start of each billing period. Those credits are valid until that period ends and do not carry over into the next one. The plan renews automatically on the same date until you cancel it, and each renewal is charged to the card you used when you subscribed.

Cancelling a plan

You can cancel from the billing section of your account at any time, without writing to anyone. Cancelling stops the next renewal; it does not end the period you have already paid for, so the credits from that period stay usable until it runs out. We do not charge cancellation fees, and a cancelled plan can be started again later at the price shown at that time.

Failed renders

Credits are set aside when a render starts. If it does not end with a video you can watch, because the model returns an error, a job runs past its time limit, a safety check stops the result or our own systems break, the full amount goes back to your balance automatically and the studio tells you so. You never need to ask for this, and a failed render never counts against you. Credits returned this way can be spent straight away on another try.

The free preview, where offered

Some new accounts can render a first video before paying anything and watch a short, watermarked preview of it. When the preview is on offer, the studio says so under the create button. Nothing is charged for the preview itself; you only pay if you decide to unlock the full video. Because the preview costs you nothing, there is nothing to refund for it. The offer can change or be paused without notice, and it is limited to one per person.

Refunds on packs

If you have not spent any credits from a pack, you can ask for a full refund within 7 days of buying it. Once some of its credits have gone into a render or a gift link, the pack is used and is no longer refundable, though its remaining credits stay in your account for good. A refunded pack's credits are removed from your balance when the money goes back.

Refunds on subscriptions

Your first payment for a plan can be refunded in full within 7 days if none of that payment's credits have been used; the plan is then cancelled and its credits removed. Renewals and partly used periods are not refunded, but you can cancel at any time to stop the next charge. If you forgot to cancel and have not used a renewal's credits, write to us within a few days of the charge and we will look at it fairly.

Billing errors and duplicates

If you were charged twice for the same purchase, charged the wrong amount, or paid but never received your credits, tell us and we will refund or correct it in full, no matter how long ago it happened. Please include the date and amount of the charge and the email address on your account so we can find the payment quickly. The same applies if credits left your balance for a video that never showed up in your account: we check the render log and put the credits back.

Chargebacks

Please contact us before disputing a charge with your bank; nearly every problem is faster to solve directly. When a chargeback is opened, the account it belongs to is suspended while the dispute is open, and the credits from the disputed payment are removed. If the dispute is withdrawn or resolved, write to us and we will review the suspension.

How to ask for a refund

Email support@rapduovideo.com from the address on your account and say which purchase you mean, ideally with its date and amount. Each request is read by a person, not a bot. Approved refunds go back to the original card or payment method through Stripe and usually appear within 5 to 10 business days, depending on your bank. How we handle the account details in your request is explained in the privacy policy.

Your statutory rights

This policy adds to the rights consumer law gives you and does not take any of them away. Where you live may give you a right to withdraw from a digital purchase; in that case, by starting a render you ask us to supply the digital content at once, and you accept that the right to withdraw ends for credits you have spent. Anything this policy does not cover is governed by the terms of service.