Refund and cancellation policy

1. Cancelling

Cancel on the billing page of the dashboard. It takes effect at the end of the period you paid for: the plan stays active until that date, you are not charged again, and the account then moves to the free plan. You can undo the cancellation any time before that date. Deleting your account cancels the subscription too.

To avoid the next charge, cancel before the renewal date shown on the billing page.

2. The general rule

The free plan lets you try the service for as long as you like before paying. For that reason a payment for a period that has started is not refunded, and cancelling does not refund the rest of the current period, except in the cases below and wherever the law gives you a right to a refund.

3. When we refund

We refund in full or in part when:

• you were charged twice, charged a wrong amount, or charged after a cancellation that had already taken effect;
• the service was unusable for a substantial part of a period for reasons on our side: we refund the part of the price that matches the time lost;
• we close your paid account without a breach of the terms on your side, or you close it because you do not accept a change we made to the terms: we refund the part of the price that covers the unused time;
• you use the right of withdrawal described in the next section.

A render that fails is never counted against your allowance, so there is nothing to refund for it. Bonus screenshots from the referral programme have no cash value.

4. Right of withdrawal for consumers

If you are a consumer living in the European Economic Area, the United Kingdom or Switzerland, you may withdraw from the purchase of a paid plan within 14 days of the day you bought it, without giving a reason. A consumer is a person buying for purposes outside their trade, business or profession.

• To withdraw, send us a clear statement before the 14 days are over, for example: "I withdraw from my contract for the [plan name] plan, ordered on [date], account email [address]." Use the contact form or [email protected].
• We refund the whole payment for that purchase, without undue delay and at the latest 14 days after we receive your statement, to the payment method you used, and at no cost to you.
• The plan ends when you withdraw and the account moves to the free plan.

The right applies to the first purchase of a subscription and to an upgrade, for the price of that upgrade. It does not start again at each automatic renewal.

5. If the service is not what was agreed

If you are a consumer and the service does not match what was agreed, the law of your country gives you remedies: we must put it right within a reasonable time, and if we cannot, you may ask for a fair price reduction or end the contract and get back the part of the price that matches the time the service was not as agreed. This policy does not limit those rights.

6. How to ask for a refund

Write to us through the contact form or [email protected] from the email address of the account, and tell us the date and amount of the payment and what went wrong. We answer within a few working days.

Refunds are paid out by Dodo Payments, the reseller that took the payment, to the original payment method. Depending on your bank, the money can take up to 10 working days to appear. Sales tax or VAT that was charged on a refunded amount is refunded with it.

7. Failed payments and disputed charges

If a renewal payment fails, the plan stays active for 7 days while the payment is retried, then the account moves to the free plan. Nothing is owed for the time after that.

If you see a charge you do not recognise, write to us before disputing it with your bank; we can usually sort it out in a day. A payment that is reversed through a bank ends the plan it paid for.

The rest of the rules on plans and billing are in the terms of service, and current prices are on the pricing page.