Refund policy

Failed renders

If a render fails, the credit goes back to your balance the same day, automatically, and the listing stays exactly where it was. If the same listing fails twice, we look at the photos with you before you spend a third credit.

A failed render is one where our system could not produce a finished video for the listing — a processing fault, not a video that finishes but looks wrong to you. The credit for a failed render returns to your balance automatically, the same day, with no request needed. If the same listing fails a second time, we pause and look at the photos with you before a third credit is spent, so you are not charged twice for the same problem.

Your first payment

Monthly plans. If the first video you make after paying is not right, email us within 7 days of the charge and we refund that payment in full. Yearly plans. You can ask for a refund within 14 days of the charge. We refund the plan price less the value of the videos you used, at the Monthly price of the same plan.

Trials. You pay nothing during a trial, so there is nothing to refund. If you were charged after cancelling, email us and we refund the charge.

Credit packs

A pack is refundable in full until the first render in it starts. After that the pack is non-refundable. Credits you have not spent stay valid for twelve months from purchase. Packs are no longer sold.

A credit pack is refundable in full any time before the first render in that pack starts. Once a render has started, the whole pack becomes non-refundable, including credits in it you have not used — a pack is priced and sold as a set, not as separate credits. Credits stay valid for twelve months from the date of purchase; after that, unused credits expire and are not refunded.

Subscriptions

Cancel any time from your account. You keep the credits you have already paid for until they expire and we do not bill you again. Part-months are not refunded.

You can cancel a monthly or yearly plan at any time from your account settings. Cancelling stops the next billing date; it does not refund the period you have already paid for, and we do not give partial refunds for days left in a period you cancel partway through. Credits already added to your account stay usable under the roll-over terms on the pricing page.

What is not refundable

Credits already spent on a delivered video, packs after the first render, and the time you spent editing scenes. If a video was delivered and the listing simply changed, edit it again instead — scene edits are free for twelve months.

Once we have delivered a video, the credit spent on it is not refundable — the render was produced and delivered as ordered. A credit pack is not refundable once its first render has started, including credits in the pack you have not used. If a listing changes after delivery, the fix is to edit the scene and render again rather than ask for money back: every paid video includes 5 scene regenerations, whether you redo a scene, change its camera move or swap its photo (3 on a free or trial video), and reordering, removing or restyling scenes reuses your clips and does not count, up to 20 such updates (4 on a free or trial listing); past that, a full re-render uses 1 credit.

How to ask

Email us with the listing name and the date of the render. A person replies, usually the same day, and an approved refund lands back on the original card within 5 to 10 business days.

Email us with the listing name and the render date. A person replies, usually the same day. An approved refund is returned through the same payment method you paid with; how long it then takes to reach you depends on your bank, typically within 5 to 10 business days of approval. We may ask you to confirm the listing address or the email on your account first.

Chargebacks

Talk to us first — it is faster than a bank. If you do raise a chargeback, we will share the render and delivery records with your bank.

Email us first if you think a charge is wrong — it is usually faster to resolve than a dispute with your bank. If you do raise a chargeback with your bank or card issuer, we will provide the render and delivery records for that payment as evidence.

Changes and contact

If we change this policy in a way that affects credits you already bought, we email you before it takes effect.

If we change this policy in a way that affects credits you already hold, we email you at the address on your account before the change takes effect. Nothing in this policy limits any right you have under the law of your own country, including a right to withdraw from a digital purchase, where that right applies. Questions about a specific refund: hello@scenella.com.

Questions about a payment: hello@scenella.com