Refund Policy — Videmora

In short: if a film fails, your credit comes back on its own. Unused credits can be refunded within 14 days of purchase. A film you have received is non-refundable, except when it is faulty, not as described, or when the law gives you a right to cancel or a refund. Nothing on this page takes away rights you have under the law.

01At a glance

A film fails

Your credit comes back automatically.

You don't need to ask.

Unused credits

Refundable within 14 days of purchase.

Ask us at support@videmora.com.

A film you have received

Non-refundable, with two exceptions.

A faulty film, or one not as described, or where the law gives you a right.

Your situation	What happens	What you need to do
The film fails to render	The credit it used is restored, once per film.	Nothing.
You bought credits and have not used them	Full refund of the unused credits, if asked within 14 days of purchase. The credits from that purchase are removed.	Email support@videmora.com.
You have received a film that is faulty	We review it and reply within 2 business days.	Email support@videmora.com and describe the problem.
You have received a film you simply do not want	Non-refundable, unless the law says otherwise.	Nothing. Our rules above still apply.

02How credits work

One film, one credit. Making a film uses 1 credit.
Re-rendering costs a credit too. Recreating a film, or remaking it in a different voice, uses 1 credit. You see this before you confirm.
Credits never expire. Unused credits stay on your account until you use them, subject to the 14-day refund window in section 4.
Credits have no cash value and cannot be moved to another account.

03Films that fail

If a film fails to render, the credit it used is restored to your account automatically. You don't need to contact us.

The credit is restored once for each film that fails.
If a restored credit does not show in your account, email support@videmora.com with the name of the film and we will check it.

04Unused credits

Unused credits are refundable within 14 days of the day you bought them.

When a purchase is refunded, the credits it added are removed from your account.
Credits that have already been used to make a film are not part of a refund. The film is covered by section 5.

After 14 days unused credits are not refundable under this policy. Your legal rights in section 6 still apply.

05Films you have received

We want every film to feel right. Once a film has been delivered, it is non-refundable, but you can still ask for a refund if:

the film is faulty: it won't play, or its picture or sound is broken;
the film is not as described: it shows people or photos you didn't upload;
the law gives you a right to cancel or to a refund (see section 6).

If you simply don't want a film after it has been delivered, that is not grounds for a refund under this policy.

06Your legal rights

Nothing on this page limits any right you have under the law, and where the law gives you a right that cannot be removed by contract, that right applies.

UK and EU: you may have a right to cancel within 14 days of purchase. This right can end once the film is made with your agreement. Section 9 of our Terms of Service explains this.
Australia: consumer guarantees under the Australian Consumer Law apply and cannot be excluded.
Canada: non-waivable rights under provincial and federal consumer protection law apply.

07How to ask for a refund

Email support@videmora.com from the email address on your account.
Say which purchase or film it is about. A film name or the date you bought the credits is enough.
Describe what went wrong, and attach a screenshot or a link to the film if you can.
We reply within 2 business days.

08Contact us

ReplyFast Technologies
Registered address: 153/E, Purba Rajabazar, Tejgaon, Dhaka-1215, Bangladesh
Support and refunds: support@videmora.com