CineMake Refund Policy

Effective Date: January 27, 2026 Version: 0.5.0

1. Overview; Where You'll See This

   1. We present a clear summary of this Refund Policy before purchase (desktop and mobile) and link to the full policy near the purchase/renew button.
   2. This policy complies with the 2026 Digital Fairness Regulations for digital goods and virtual currencies, implementing the "break-the-seal" model for credit pack refunds.

2. Paddle as Merchant-of-Record

   1. Paddle processes all payments, refunds, and tax remittance as our Merchant-of-Record. Your receipt will show Paddle as the seller.
   2. Paddle handles payment processing securely and is PCI-DSS compliant. CineMake does not store your payment card details.
   3. Refund requests are processed through Paddle. Processing time is typically 5-10 business days depending on your payment method and bank.

3. Subscriptions — Non-Refundable

   1. Subscriptions are non-refundable once activated or renewed.
   2. You may cancel anytime via your Paddle subscription management portal (link provided in your receipt email) or through CineMake billing settings. Cancellation stops future renewals only; you retain access through your paid period.
   3. Subscription credits granted at renewal follow FIFO consumption and cannot be refunded separately.

4. Credit Packs — Break-the-Seal Refund Rights

   1. 14-Day Cooling-Off Period. Credit packs purchased directly are eligible for a full refund within 14 days of purchase, provided the pack is 100% unused ("unopened").
   2. Break-the-Seal Rule. Once any credit from a pack is consumed (e.g., for a video render), the pack is considered "opened" and becomes non-refundable. This is tracked automatically in your account.
   3. FIFO Consumption. Credits are consumed oldest-first. If you have multiple packs, the oldest pack's credits are used first. A pack becomes "opened" when its first credit is consumed.
   4. Refund Window Expiry. After 14 days from purchase, unopened packs can no longer be refunded but remain available for use indefinitely.
   5. Visual Indicators. Your account displays:
      • Which packs are "unopened" (refundable)
      • Days remaining in refund window
      • Which packs are "opened" (non-refundable)

5. How to Request a Refund

   1. For Credit Packs (Unopened, Within 14 Days):
      • Use the subscription/order management link in your Paddle receipt email
      • Or contact support@cinemake.ai with your Paddle transaction ID
   2. Verification: We verify the pack is unopened in our Ledger before approving the refund.
   3. Processing: Approved refunds are processed by Paddle. Credits are removed from your balance upon refund.

6. Chargebacks and Disputes

   1. If you dispute a charge with your bank (chargeback), we may suspend your account pending resolution.
   2. We encourage you to contact us first to resolve any billing issues.

7. Variable Pricing Acknowledgment

   1. Credit costs may vary based on the costs of the underlying technology stack that powers the Service. These costs include, but are not limited to:
      • Video generation providers (Google Veo/Vertex AI, OpenAI)
      • Cloud storage and content delivery (Google Cloud Storage, CDN egress, storage class transitions)
      • Database and backend services (Supabase PostgreSQL)
      • Compute and hosting infrastructure (Vercel serverless functions, edge network)
      • Authentication and identity services (Clerk)
      • Payment processing (Paddle transaction fees)
      • AI/ML inference and prompt processing costs
      • Market demand and operational conditions
   2. Refunds are issued at the original purchase price, regardless of current pricing.
   3. Credits retain their value regardless of price fluctuations after purchase.
   4. We reserve the right to adjust credit rates as underlying infrastructure costs change. Price changes apply only to new purchases.

8. Exceptions

   1. Promotional Credits: Free or promotional credits are non-refundable.
   2. Subscription Credits: Credits granted as part of a subscription cannot be refunded separately from the subscription.
   3. Fraud: Refunds may be denied if we detect fraud, abuse, or violation of our Terms of Service.

9. Regional Consumer Rights

   1. Nothing in this policy limits any statutory consumer rights that cannot be waived under applicable law (e.g., EU Consumer Rights Directive).
   2. The 14-day cooling-off period satisfies EU right-of-withdrawal requirements for digital content with the break-the-seal exception.

10. Contact

    1. For refund requests or billing questions: support@cinemake.ai
    2. For immediate self-service: Use the Paddle subscription management link in your receipt email