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Refunds & cancellation policy

Last updated: 13 October 2026

This policy forms part of our Terms & Conditions. Capitalised terms have the meanings given in the Terms. Except as expressly set out in this policy, all payments are final and non-refundable.

1. Faulty Output

1.1 If the Output we deliver for a video is faulty, we will refund it. Output is faulty if it: (a) describes a different video, film or episode from the one you submitted; (b) is written in a language other than the one agreed for the order; (c) cannot be opened; or (d) is empty.

1.2 To claim, tell us through our Contact us page within 7 days of delivery, with the order number and the video concerned. Once we have checked the Output and confirmed the fault, we refund the amount paid for that video to the original payment method or, if it was paid for with Prepaid Minutes, restore those minutes to your account. If you prefer, we can reprocess the video instead.

1.3 Output is written by AI and delivered as a draft for your describers to review and refine. Its quality, accuracy and style are not guaranteed, and dissatisfaction with them is not by itself a ground for a refund. If you believe Output is so poor that it cannot be used for the video, you may tell us within the same 7 days. We will review it, and whether to refund, restore minutes, reprocess the video or take no action is decided by us at our sole discretion. Our decision is final.

2. Unused prepaid minutes

2.1 You may request a refund of purchased Prepaid Minutes that have not been used, by contacting us through our Contact us page within 14 days of the date of purchase. Requests received after that period will not be accepted.

2.2 Except as set out in section 1, Prepaid Minutes that have been applied to an order, in whole or in part, are not refundable. Where you have made more than one purchase, we determine which purchase the minutes applied to an order are drawn from.

2.3 Promotional, free or coupon minutes, and minutes restored to your account under section 1 or 4, are not refundable for cash and have no cash value.

2.4 Approved refunds are made net of payment gateway and processing fees, bank charges, currency conversion differences and any applicable taxes, which are deducted from the amount refunded.

2.5 Whether a refund request meets this policy is determined by us, and our determination is final.

3. Orders and cancellation

3.1 Processing begins as soon as an order is placed. Once an order has been placed, whether paid with Prepaid Minutes or by direct payment, it cannot be cancelled or amended, and except as set out in sections 1 and 4, the minutes or amount applied to it are not refundable.

3.2 An order that has not yet been placed and paid for may be abandoned at any time at no charge. Unpaid orders and their uploaded files may be deleted automatically after 7 days.

4. Orders we decline

4.1 We may decline, cancel or stop processing any order or any video within an order at our sole discretion, including where the content is in a language we do not support or cannot be processed. In that case we may, at our discretion, restore the minutes applied to the declined portion to your account balance or refund the amount paid for it to the original payment method. We have no other liability in respect of a declined order.

5. Delays

5.1 Delivery times are estimates. No refund, restored minutes or other compensation is given for any delay in delivery.

6. Processing of refunds

6.1 Approved refunds are initiated within 7 business days of approval and are made only to the original payment method, in the currency of the original payment. Your bank or card issuer may take a further 5 to 10 business days to reflect the refund, which is outside our control. We cannot redirect refunds to a different card or account.

6.2 Minutes restored to your account balance are available immediately.

7. Chargebacks

7.1 Please contact us before raising a dispute with your bank or card issuer. If you initiate a chargeback, we may suspend your account and revoke Prepaid Minutes as set out in the Terms.

8. Contact

8.1 Refund requests and questions about this policy should be sent to us using the details on our Contact us page, with your account email address and, where relevant, the order or invoice number.