Refund Policy

This is automatic and needs no request. If a cut you paid for does not produce a video — the request was rejected, the model errored, the job timed out — its credits are returned to your balance and the failure is recorded against that cut.

The same holds for the 10credits that unlock a cut’s analysis. If we cannot read that cut, the credits go back. Splitting a video into its cuts is free, so a video we fail to split costs you nothing to begin with.

Because a regeneration is charged in two steps, a failure only ever costs you the step that actually ran. 10 credits produce the keyframes and show them to you; the remaining 30 credits are not charged until you approve them. Deciding not to approve costs you nothing further.

A cut that comes out is delivered, even if it is not what you hoped for. Generative models are not deterministic and we cannot promise a specific result.

Regeneration is not offered at the moment, so the guarantee below is dormant. It describes what happens when it comes back.

There is one backstop. Every regenerated cut is scored against its original on five axes. If the combined score is below 45 out of 100, we regenerate that cut once at no charge. Once per cut, and the credits are not returned — you get another attempt rather than a refund.

Being straight about the limits of that number: part of the score comes from a vision model and varies by a few points between runs, so a cut near the threshold could land on either side of it. If you think a result was scored unfairly, write to us and we will look at it.

Purchases are processed by Polar as merchant of record, so a monetary refund is issued by Polar, back to the original payment method.

Unused credits. If you bought a credit pack and have not spent any of it, write to us within 14 days of the purchase and we will refund it in full.

Partly used credits. Credits you have already spent are consumed and are not refundable — the generation cost was incurred. We will refund the unused remainder at our discretion if something went wrong on our side.

Charged for something that never ran. Always refunded. If our records show credits left your balance without a corresponding job, tell us and we will fix it — that is a bug, not a purchase.

When a purchase is refunded, the credits it granted are removed from your balance. If you have already spent some of them, we do not claw back a negative balance — the shortfall is recorded and we may contact you about it.

If you are a consumer in the EU or the UK you normally have a 14-day right to withdraw from a digital purchase. That right can be lost once delivery of digital content begins with your agreement — in practice, once you start spending the credits. Unspent credits are always refundable within the 14 days under section 3.

Nothing in this policy removes rights you have under the consumer law of the country you live in.

Purchased credits expire 12 months after purchase. Bonus credits granted at signup are promotional, and are not refundable in money at any point. Expiry is not a refundable event — spend them or they lapse.

Deleting your account forfeits any credits you still hold. If you want a refund for unused credits, ask for it before deleting the account.

Email support@cutawayfilm.com from the address on your account, with the order reference or the approximate date and amount. We aim to answer within 5 working days.

Related: Terms of Service section 7 covers what happens when generation fails, and one cut costs 40 credits in total.