Refund Policy

01Subscriptions are non-refundable

Zoodler subscription fees (monthly and annual) are billed in advance through Stripe and are non-refundable, except as required by law or as set out in this policy. When you cancel a subscription, it remains active until the end of your current billing period, and you retain access to your plan's features and credit allotment through that date.

02Annual plans

Annual plans are paid in full at the start of the twelve-month term. We do not prorate or refund annual fees if you cancel mid-term. You retain access through the end of the prepaid year and your credit allotment continues to be granted monthly until that date.

03Credits and tokens

Each plan grants a monthly credit allotment used to render videos, extract clips, regenerate beats, and perform other operations described in the application.

• Consumed credits are not refundable. Once a render or operation completes successfully and credits are debited from your balance, the charge is final.
• Unused credits expire at the end of each billing period and do not roll over unless your plan terms specifically say otherwise.
• Credits are not currency. They have no cash value, cannot be exchanged for refunds outside the exceptional cases described below, and cannot be transferred between accounts.

04Failed renders

When a video render fails for reasons within our control — including internal pipeline errors, upstream provider outages, or worker process failures — the credits charged for that render are automatically refunded to your account balance. You do not need to request these refunds. They appear in your usage ledger at /account/billing, marked as a refund event tied to the failed render.

Renders that fail because of issues with your inputs — for example, an unreadable RSS feed, an audio file that cannot be decoded, or content that violates our acceptable-use policy — may not qualify for automatic refund. If you believe a render failed unfairly, contact us.

05Exceptional refunds

We may, at our discretion, issue a partial or full refund if you contact us within 14 days of a charge and explain the issue. Examples we consider on a case-by-case basis:

• You were charged for a renewal you intended to cancel and have not used the Service or consumed credits during the new period.
• The Service was materially unavailable to you for an extended period during the billing cycle and we did not deliver the level of service you paid for.
• You were charged in error — for example, double-charged due to a billing system fault.

Exceptional refunds are at our discretion. Granting a refund in your case does not commit us to granting a similar refund in any other case.

06Cancellations

You may cancel your subscription at any time from your account billing page. Cancellation takes effect at the end of your current billing period: you continue to have access to the Service and your credit allotment until that date, and you are not charged for the next billing period.

We do not require notice or a reason to cancel, and we do not impose cancellation fees. If you have trouble cancelling through the application, email support@zoodler.com and we will process the cancellation for you.

07Chargebacks

If you initiate a chargeback with your bank or card issuer before contacting us, we may suspend your account pending investigation. Chargebacks impose costs on us regardless of outcome, and they prevent us from helping you directly. We ask that you give us a chance to resolve any billing issue first by emailing support@zoodler.com. We respond to billing inquiries within five business days.

08How to request a refund

Email support@zoodler.com from the address on your account, with the subject line Refund request, and include:

• The date and approximate time of the charge.
• The amount charged.
• A brief explanation of the issue.

We respond to refund requests within five business days. If we approve a refund, it will be issued through Stripe back to the original payment method; depending on your card issuer it may take an additional five to ten business days to appear on your statement.

09Taxes

Refunds, when issued, return the amount actually paid to Zoodler. Sales taxes, value-added taxes, and other government fees are refunded only to the extent we are able to recover them from the relevant authority.

10Contact

Questions about this policy or about a specific charge can be sent to support@zoodler.com.