Legal

Refund & Cancellation Policy

Last updated

Cutflare sells monthly and yearly plans and one-time credit packs. Credits pay for AI work as it happens, so this policy explains what we refund, when, and how. It forms part of our Terms of Service.

Summary

  • Credits used for work that finished are not refundable.
  • Work that fails on our side is not charged: its credits come back to your balance automatically.
  • Cancel a subscription any time: it stops renewing and keeps working until the end of the paid period.
  • A purchase with no credits used can be refunded in full if you ask within 7 days.
  • Duplicate or wrong charges are always refunded.
  • Approved refunds go back to the original payment method in 5 to 7 business days.

Failed generations

When you start a paid action (ideas, a script, a video clip, a thumbnail), its estimated credits are set aside. If the action fails because of a problem on our side or with one of our AI providers, those credits are returned to your balance automatically; you do not need to ask. Automatic retries never charge extra, and if a step is retried you pay only for the attempt that succeeds.

A video clip you cancel yourself while it is rendering is still charged, because the GPU time has already been used. Cancelling ideas, scripts or thumbnails before they finish returns their credits.

If you think a failed or bad result was charged by mistake, write to us (see How to request a refund) and we will check the job log and return the credits if the charge was wrong. Credit refunds for generations are made as credits, not money.

Credits you have used

Credits that were spent on work that completed (including work you later delete, did not like, or did not publish) are not refundable, because the AI compute behind them has been paid for. Credits have no cash value and cannot be exchanged for money. Rejection or removal of a video by YouTube or Instagram is not, by itself, a reason for a refund.

Cancelling a subscription

  • Cancel at any time in the app under Plan & credits, or email us and we will do it for you.
  • Cancelling stops the next automatic renewal. Your plan, its credits and any credit packs keep working until the end of the billing period you have already paid for. After that, remaining credits end.
  • Cancelling does not by itself refund the current period. If you cancel within 7 days of a payment and have used none of that payment's credits, you can ask for a full refund (next section).
  • You can also cancel the mandate from your bank, card or UPI app. Please cancel in the app as well, so your account shows the right status.

Refunds for unused purchases

You can get a full refund of a plan payment (first payment or a renewal) or a credit-pack purchase if both of these are true:

  1. you ask within 7 days of the payment date; and
  2. none of the credits from that payment have been used.

When we refund a plan payment, the plan is cancelled and its credits are removed. When we refund a pack, its credits are removed. For yearly plans, if you ask within 7 days and have used only a small part of the first month's credits, write to us: we will consider a pro-rata refund of the unused months in good faith. Free plan credits and promotional credits have no refund value.

Duplicate or wrong charges

If you were charged twice for the same purchase, charged after cancelling, or charged a different amount than shown at checkout, we refund the extra or wrong amount in full, whatever the date. Sometimes a bank holds an amount for a failed payment; those holds are released by the bank automatically, usually within 5 to 7 business days. If yours is not, contact us with the payment details.

Upgrades, downgrades and expiry

  • Upgrade: the bigger plan starts straight away with a new payment; the old plan ends without a partial refund, and credits already granted from it keep their own expiry.
  • Downgrade: takes effect at your next renewal, so nothing is refunded or lost.
  • Expiry: plan credits expire at the end of each paid month and pack credits end when your paid plan ends. Expired credits are not refundable.

How to request a refund

Email support@cutflare.com from your account email with:

  • your account email;
  • the Razorpay payment id (starts with "pay_") or the date and amount of the payment;
  • the reason for the request.

We reply within 2 business days and tell you whether the refund is approved.

Processing time and method

Approved refunds are made through Razorpay to the original payment method (card, UPI, net banking or wallet). We start the refund within 2 business days of approval; it normally reaches you in 5 to 7 business days, depending on your bank. Refunds are made in Indian rupees for the amount you paid; if your card is in another currency, the amount you get back may differ slightly because of your bank's exchange rate and fees, which we do not control. We cannot refund to a different account or in cash.

Your statutory rights

This policy does not limit any rights you have under consumer law where you live, including the Consumer Protection Act, 2019 in India. If you are a consumer in the EU or UK, you have a 14-day right to withdraw from a digital-service purchase; by starting to use credits in that period you ask us to begin the service straight away and accept that you lose the right to withdraw for the credits you have used. Unused purchases remain refundable as described above.

Contact

[LEGAL ENTITY NAME], [REGISTERED ADDRESS, CITY, STATE, PIN CODE, INDIA]
Support: support@cutflare.com (Monday to Friday, 10:00 to 18:00 IST)
Grievance Officer: [GRIEVANCE OFFICER NAME], grievance@cutflare.com

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