Refund Policy

Last Updated: November 3, 2025

1. Overview

SceneFlow operates on a credit-based subscription model where users receive monthly AI image generation credits. This Refund Policy explains when refunds are available, how they are processed, and what conditions apply.

Key Principle: We offer refunds for subscriptions where minimal credits have been used, allowing you to try the service with minimal risk.

2. 14-Day Money-Back Guarantee

2.1 Eligibility Requirements

You are eligible for a full refund if ALL of the following conditions are met:

• You request a refund within 14 days of your initial purchase or renewal date
• You have used less than 40% of your current month’s AI image generation credits
• You have not violated our Terms of Service
• You have not previously received a refund for the same subscription period
• You are not engaging in refund abuse (multiple subscriptions and refunds)

2.2 How Credit Usage is Calculated

Only AI-generated images count toward credit usage. The following do NOT use credits:

• ✅ Stock images from Pexels, Pixabay, or Unsplash (FREE and unlimited)
• ✅ Manually uploaded images (FREE and unlimited)
• ✅ Video processing and assembly (FREE)
• ✅ Audio generation (FREE)
• ✅ Script generation (FREE)
• ✅ Using the Scene Manager or Edit Page (FREE)

Credits are ONLY used when you generate AI images through Pollinations AI.

2.3 Rolled-Over Credits

If you have credits that rolled over from a previous month, only the current month’s credits are counted when determining refund eligibility.

3. What is NOT Refundable

The following are NOT eligible for refunds under any circumstances:

3.1 Used Credits

• AI image generation credits that have already been consumed cannot be refunded
• Once you use 40% or more of your monthly credits, the subscription becomes non-refundable

3.2 Partial Month Subscriptions

• If you cancel mid-month, you will NOT receive a prorated refund
• Your subscription remains active until the end of the current billing period
• You can continue using the service until the billing period ends

3.3 Additional Credits (If Purchased Separately)

• One-time credit purchases (if offered) are final and non-refundable once used

3.4 Renewals After 14 Days

• If you miss the 14-day refund window, the subscription is non-refundable
• You can cancel to prevent future charges, but no refund will be issued for the current period

3.5 Violations of Terms

• If your account is terminated for violating our Terms of Service, no refund will be issued
• This includes prohibited uses, fraud, abuse, or chargebacks

4. Subscription Cancellation

Cancellation is different from a refund. You can cancel your subscription at any time:

4.1 How to Cancel

• Log into your SceneFlow account
• Go to Settings → Subscription
• Click “Cancel Subscription”
• Your subscription will remain active until the end of the current billing period

4.2 What Happens After Cancellation

• You retain access to paid features until the end of your current billing period
• Unused credits remain available until the billing period ends
• No additional charges will be made after the current period ends
• Your account reverts to the Free Plan with 0 monthly credits (rolled-over credits remain)
• You can reactivate your subscription at any time

5. How to Request a Refund

5.1 Refund Request Process

To request a refund, follow these steps:

1. Send an email to [YOUR_EMAIL] within 14 days of your purchase
2. Include the following information:
   • Your account email address
   • Your username
   • Subscription plan name
   • Purchase date
   • Reason for refund (optional but helpful for improving our service)
3. We will verify your credit usage within 2-3 business days
4. If eligible, your refund will be processed

5.2 Refund Processing Time

• Review: 2-3 business days to verify eligibility
• Processing: 5-7 business days for refund to be issued
• Bank/Card Posting: 5-10 business days for refund to appear (depends on your bank)
• Total Time: Approximately 7-10 business days from approval

5.3 Refund Method

Refunds are issued through the original payment method used (via Paddle payment processor). We cannot provide refunds via alternative methods (e.g., PayPal if you paid by card).

6. Conditions That Void Refund Eligibility

You will NOT be eligible for a refund if any of the following apply:

6.1 Excessive Usage

• Using 40% or more of your current month’s AI credits
• Creating a high volume of AI-generated images and then requesting a refund

6.2 Terms of Service Violations

• Creating prohibited content (illegal, hateful, infringing, spam, etc.)
• Engaging in fraudulent activity or payment disputes
• Violating usage restrictions or attempting to exploit the service

6.3 Chargebacks

• Filing a chargeback with your credit card company instead of requesting a refund through proper channels
• Chargebacks are considered fraud and will result in immediate account termination and no refund
• Always contact us first before disputing charges with your bank

6.4 Refund Abuse

• Multiple subscription and refund cycles (e.g., subscribing, using credits, requesting refund, repeating)
• Creating multiple accounts to exploit the refund policy
• Pattern of suspicious refund requests

7. Free Plan and Free Credits

7.1 Free Plan (20 Credits)

The Free Plan includes 20 one-time AI image generation credits at no cost. These credits:

• Are provided free of charge with no payment required
• Do not qualify for any refunds (since no payment was made)
• Do not expire
• Cannot be transferred or exchanged for cash

7.2 Promotional Credits

If we offer promotional credits or bonuses, these are non-refundable and have no cash value.

8. Disputes and Chargebacks

8.1 Contact Us First

If you have any billing issues, unauthorized charges, or concerns, please contact us first at [YOUR_EMAIL] before filing a chargeback with your bank or credit card company. We are committed to resolving any issues fairly and quickly.

8.2 Chargeback Consequences

Filing a chargeback without first contacting us may result in:

• Immediate termination of your SceneFlow account
• Loss of access to all credits and content
• Permanent ban from creating new accounts
• No eligibility for refunds now or in the future

We view chargebacks as a form of payment fraud. Legitimate disputes should be handled through our support team.

9. Special Circumstances

9.1 Technical Issues

If you experience technical problems that prevent you from using the service (e.g., application crashes, authentication failures), please contact us immediately. We may offer:

• Extended subscription time to compensate for downtime
• Additional credits
• In severe cases, a refund regardless of the 14-day window

9.2 Accidental Purchases

If you accidentally purchased the wrong subscription plan, contact us within 48 hours. We may be able to switch your plan or issue a refund, even if credits were used.

9.3 Force Majeure

In cases of extended service outages due to circumstances beyond our control (natural disasters, third-party service failures, etc.), we will provide fair compensation, which may include refunds, credits, or extended subscriptions.

10. Refund Policy for Different Plans

Plan	Monthly Credits	40% Threshold	Refund Window
Free	20 (one-time)	N/A	No refund (free plan)
Hobby	50	20 credits	14 days if <20 credits used
Studio	200	80 credits	14 days if <80 credits used
Enterprise	3000	1200 credits	14 days if <1200 credits used

11. Changes to This Refund Policy

We may update this Refund Policy from time to time. If we make material changes, we will notify you via email or through the application. Changes will not apply retroactively to purchases made before the policy change.

The “Last Updated” date at the top of this policy indicates when it was last modified.

12. Questions and Support

13. Fair Use Commitment

SceneFlow is committed to offering fair and transparent refund terms. Our 14-day, 40% usage policy is designed to:

• ✅ Give you enough time to evaluate the service thoroughly
• ✅ Allow you to create multiple test videos to assess quality
• ✅ Protect against abuse from users who consume resources and request refunds
• ✅ Maintain sustainable pricing for all users

14. Legal and Jurisdiction

This Refund Policy is governed by the same terms as our Terms of Service. Disputes related to refunds will be resolved in accordance with the dispute resolution procedures outlined in our Terms of Service.