Refunds and Cancellation
This page explains in plain English how Flinzo works today. If anything here is unclear, write to support@flinzoai.com and we will answer.
Two principles run through this page. We do not charge you for our own failures. And we do not make cancelling harder than subscribing.
1. Credits come back automatically when processing fails
One credit is one minute of source video. Credits are held when a job starts and settled when it ends. You do not have to ask for the cases below, you do not have to contact support, and there is no form: the return happens in the same transaction that records the failure, and it shows up in your credit history with a reason.
| What happened | What we do |
|---|---|
| A render or an analysis job failed | Every credit the job consumed is returned in full. |
| Output was rejected by our own quality checks | Every credit the job consumed is returned in full. You never receive a render that failed its profile check — we replan or we refund. |
| A job never started because we were over capacity, or a provider was unavailable | The hold is released. Nothing is consumed. |
| You delete a project before it finishes processing | Credits held for unfinished work are released. |
| Your file was rejected — unsupported format, over your plan's duration or size limit | Nothing is charged. We tell you the actual limit and what to do instead. |
What is not covered. Credits consumed by a render that completed and passed its checks are spent, even if you then decide to edit differently. That is the work you asked for, and it cost real compute. Revisions are how you change your mind: every plan waits for your approval before anything is rendered, and revisions within your plan's allowance do not cost extra credits.
2. Cancellation
You cancel online, in your account, in one click. There is no phone call, no email, no chat, and no screen that tries to talk you out of it. We record the moment you first ask, and we send you a confirmation.
- Cancellation takes effect at the end of the period you have already paid for. You keep full access until then.
- We do not pro-rate a partly used month, because you keep the whole month.
- Plan credits for the current period stay usable until the period ends; they do not roll over.
- Top-up credits you bought separately survive cancellation and remain usable until they expire.
- Your projects and files are not deleted by cancelling. Deleting your account is a separate, explicit action.
- If we terminate your account for our own convenience rather than for something you did, we refund the unused portion of the current period.
Top-up credits expire 12 months after purchase. We tell you that before you buy and we show it on your receipt.
3. Renewal and price changes
Subscriptions renew monthly until you cancel. Before you subscribe we show the price, the billing frequency, the fact that it renews until cancelled, how to cancel, and our entity details — next to a separate control where you agree to the automatic renewal, not buried in a checkbox about something else. After you subscribe we email you an acknowledgment containing the same terms.
There is no annual plan. If we change the price of your plan, we tell you in advance of the renewal that the new price applies to, and the notice tells you the old price, the new price, when it takes effect and how to cancel first.
4. 7-day money-back guarantee
7-day money-back guarantee on your first payment if you have used 10% or less of your monthly credits. Once per customer.
You ask for it yourself in Account → Billing — no email and no form. We refund the full first payment, including tax, to the card you paid with. Your subscription ends at that moment and the plan credits that are left are removed. Credits from top-up packs are not touched. If a job is still running, wait for it to finish first. "Once per customer" means once per person, email address and card.
5. Refunds of money, disputes and your statutory rights
The cases in section 1 return credits, because credits are what you spend. For a refund of money — a duplicate charge, a charge after a cancellation took effect, a charge you do not recognise, or a plan you subscribed to by mistake and have not used — write to us. We reply within 5 business days and process an approved refund to the original payment method, which then takes your bank's own time to appear.
Displayed prices exclude tax. Sales tax, where it applies, is calculated at checkout based on your location and appears as a separate line with its jurisdiction on your receipt. A refund includes the tax charged on the refunded amount.
If you think a charge is wrong, please contact us before your bank. We would rather fix it than argue about it. Nothing on this page limits rights you have under the law where you live, including any right to cancel or to a refund that applies regardless of what we write here.
- Billing contact
- support@flinzoai.com