Refund Policy

This Refund Policy explains how refunds, credit handling, and subscription cancellations work on the Flenly platform ("the Service"). Please read this policy carefully before purchasing credits or subscribing to a plan.

Credit Purchases

Non-Refundable

All credit (Coin) purchases are final and non-refundable. Once credits are added to your account, they cannot be:

• Exchanged for cash or monetary refund
• Transferred to another account
• Converted to a different credit type

By completing a credit purchase, you acknowledge and agree to this non-refundable policy.

Why Credits Are Non-Refundable

Flenly uses a virtual credit system to pay for AI video generation. Each render consumes real computing resources from third-party AI providers the moment it is initiated. Because these costs are incurred immediately and cannot be reversed, we are unable to offer monetary refunds on purchased credits.

Automatic Refunds for Failed Renders

If a video render fails for any reason, the credits deducted for that render are automatically refunded to your account. You do not need to contact support. This includes failures caused by:

• AI model errors or timeouts
• Content moderation flags (prompts flagged as inappropriate)
• System or infrastructure failures
• Any other technical error during the rendering process

Automatic refunds are processed instantly and appear in your credit transaction history with a description of the failure reason.

How It Works

1. Credits are deducted when you initiate a render
2. If the render fails at any stage, our system detects the failure automatically
3. The full credit amount for that render is returned to your account
4. The failed render is marked in your history with the reason for failure

You will never lose credits for a render that does not produce a completed video.

Subscription Plans

Cancellation

You may cancel your subscription at any time. Upon cancellation:

• Your plan benefits (including any monthly coin allocations) remain active until the end of the current billing period
• You will not be charged for the next billing cycle
• No partial refunds are issued for unused time within the current billing period
• Any unused credits from your plan allocation remain in your account until they expire according to the plan terms

Plan Changes

If you upgrade or downgrade your subscription plan:

• Upgrades: Take effect immediately. You may be charged a prorated amount for the remainder of the current billing period
• Downgrades: Take effect at the start of the next billing period. You retain your current plan benefits until then

Credit Expiration

Credits received as part of a subscription plan may have an expiration date as specified in your plan terms. Expired credits are automatically removed and cannot be recovered. Purchased credits (bought separately from a subscription) do not expire.

Exceptions

We may, at our sole discretion, make exceptions to this policy in cases of:

• Documented technical issues on our end that prevented normal use of the Service for an extended period
• Billing errors or duplicate charges
• Unauthorized transactions on your account

To request an exception, contact us at [email protected] with your account details and a description of the issue.

Payment Method

In the rare event that a monetary refund is approved (e.g., billing error), the refund will be issued to the original payment method used for the purchase. Refund processing times depend on your payment provider:

Refund processing times vary by payment provider and typically take 5-10 business days.

Disputes

If you believe a charge was made in error or you have a billing dispute, please contact us at [email protected] before filing a dispute with your payment provider. We are committed to resolving billing issues promptly and fairly.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. When we make changes, we will update the "Last Updated" date at the top of this page. Changes will not apply retroactively to purchases made before the update.

Contact Us

For refund inquiries or billing questions, contact us at [email protected].