Refund Policy

Sameface operates on a computational credit system where video generation tasks consume credits based on duration, resolution, and character complexity.

If a render job crashes, encounters a server timeout, or fails to produce a playable video output due to an infrastructure error on our end:

1. The exact number of credits deducted for that job is automatically refunded to your workspace credit balance immediately.
2. You can view the credit deduction and corresponding refund event in your in-app Credit Ledger under Workspace Settings.

• Eligible for Credit Refund: Complete render crash, corrupted video file, missing audio track caused by system glitch, or failure to export.
• Not Eligible for Credit Refund: A completed video that rendered correctly according to your prompt, but which you do not like aesthetically, or where you made a spelling error in your input script.

Except where explicitly provided by mandatory statutory law, credits that have been successfully consumed on completed renders are non-refundable and non-exchangeable for fiat currency [CONFIRM].

You may cancel your paid subscription at any time through the in-app billing dashboard or the Stripe Customer Portal. Upon cancellation:

• Your subscription will remain active until the end of your current paid billing period.
• You will retain full access to your workspace and plan features until that date.
• Your card will not be billed for subsequent renewal cycles.

If you are unhappy with your first-time subscription to Sameface, you may request a full refund within {{SUBSCRIPTION_REFUND_DAYS}} calendar days of your initial purchase date, provided you have used no more than {{REFUND_USAGE_LIMIT}} credits during that period [CONFIRM]. Once approved, your subscription will be cancelled and access will revert to the Free tier.

Subsequent monthly and annual renewal payments are non-refundable, except where required by applicable consumer protection legislation. We send automated billing reminder emails prior to annual subscription renewals.

Credit top-up packs are digital services made available immediately upon purchase:

• Unused top-up packs may be eligible for refund within 14 days of purchase if zero credits from the pack have been consumed {{TOPUP_REFUND_RULES}} [CONFIRM].
• Once any credit from a purchased top-up pack has been spent on a generation job, the pack becomes non-refundable.

Nothing in this policy limits or excludes any non-waivable statutory rights you may hold under applicable local consumer protection laws:

Under EU and UK consumer law, consumers generally have a 14-day statutory right of withdrawal from digital service contracts. However, when purchasing digital content or immediate access to computational resources:

• During checkout, you are asked to expressly consent to immediate performance of the service and acknowledge that you lose your right of withdrawal once video generation begins (feature-flagged EU withdrawal waiver) [CONFIRM with lawyer].
• If you have not started using the service or consumed credits, your 14-day right remains intact.

Consumers in India and other jurisdictions retain all statutory guarantees provided by applicable consumer protection statutes and rules [CONFIRM with lawyer].

If you experience an unrecognized charge or a billing dispute, we strongly encourage you to contact us at [email protected] before filing a formal chargeback with your bank or credit card company. Most billing questions can be resolved within 24 to 48 hours.

When a formal payment dispute or chargeback is filed:

1. The payment processor places an immediate administrative hold on the disputed funds and levies penalty fees.
2. We reserve the right to temporarily suspend rendering privileges on the associated workspace while the dispute investigation is underway.
3. If a chargeback is confirmed to be fraudulent, the account may be permanently closed.

To request a refund under this policy:

1. Send an email to [email protected] with the subject "Refund Request - [Your Workspace Email]".
2. Include your registered account email, date of purchase, and the Stripe invoice number or receipt ID.
3. Briefly describe the reason for your refund request.

Approved refunds are issued back to the original payment method through Stripe. Depending on your bank or credit card issuer, it typically takes 5 to 10 business days for the funds to reflect on your statement. Any currency conversion rate fluctuations or foreign transaction fees charged by your issuing bank are governed by your bank's policies.

In the event of an extended, unscheduled platform downtime that impairs your ability to use the Service, Sameface may, at its sole discretion, issue complimentary goodwill render credits to affected workspaces {{GOODWILL_CREDIT_POLICY}} [CONFIRM].

We may revise this Refund Policy periodically. Any modifications will be posted to this page with an updated revision date.

For billing questions, contact [email protected].