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Photic Labs

Refund policy

Last updated: [DATE]

Draft. This page is under review, and the details in brackets are being confirmed.

Photic Labs is sold through Paddle.com, our reseller and merchant of record, so Paddle processes every refund. This page says what we commit to on top of Paddle's refund policy. Nothing here limits your rights under the law where you live.

Your first payment: 14 days

If you ask within 14 days of your first payment in a Photic Labs workspace, we refund it. That payment can be a plan (monthly or annual) or a credit pack. No reason is needed.

  • If you've used 5 or fewer of its credits, you get a full refund.
  • If you've used more, you get back the share of the price for the credits you haven't used. For example: 40 credits for $99, 30 of them used, gives back $24.75.

A credit counts as used once a video has been exported with it, or while an export using it is in progress.

While Paddle decides, that payment's unused credits are paused. If the refund is declined, they come back with their original expiry.

When the refund is approved:

  • the unused credits from that purchase are removed;
  • if it was a plan, the plan ends at once, so it won't renew;
  • videos you already exported stay yours.

Other payments

Renewals and later purchases aren't covered by the promise above. You can still ask: Paddle may refund within 14 days at its discretion, and your statutory rights apply. For example, consumers in the EU, EEA, UK, Switzerland, Turkey and Israel have a 14-day right to withdraw from some purchases.

How to ask

Email [CONTACT EMAIL] from your account's address, or use the link on your Paddle receipt. You can also go to paddle.net and choose “Request refund”. Paddle pays approved refunds to your original payment method, usually within 14 days of approval.

Cancelling isn't a refund

Cancelling a plan in the app stops future renewals. You keep the plan and its credits until the period you paid for ends. That period isn't refunded, except under the first-payment promise above.

What never needs a refund

You're never charged for drafts, edits or a video that fails our checks. If an export fails, its credit comes back on its own.

Chargebacks

Please contact us before disputing a charge with your bank; we can usually fix the problem faster. While a dispute is open, the unused credits from the disputed purchase are paused. If the dispute is withdrawn or decided in our favour, they come back with their original expiry.