Refund Policy

Requesting a refund

Contact support@movelume.com or open a support ticket to request a refund. Include your account email, order reference, purchase date, and the issue you need help with. Never send your password or full payment-card details.

The rules below apply to purchases when paid checkout is available. Your mandatory consumer rights and any binding payment-provider decision take priority over our voluntary refund conditions.

Subscriptions and credit packs

• First monthly or annual subscription purchase: request a refund within 7 days of payment, provided you have not used credits or paid-only benefits from that purchase.
• Accidental subscription renewal: request a refund within 72 hours of the renewal payment, provided you have not used credits or paid-only benefits from the new paid period.
• One-time credit pack: request a refund within 7 days of payment, provided none of the credits from that pack have been used.

We assess the purchase you want refunded, not your entire account balance. Using free trial credits alone does not disqualify a purchase. However, a successful generation that used subscription-only benefits counts as use of that subscription even if free credits paid for the generation. If a generation is still running, we need its final status before deciding eligibility.

A confirmed failed generation whose credits have been fully restored, with no result delivered, does not by itself count as use. Free and promotional credits cannot be exchanged for cash.

The request deadline is measured from the payment time to the time we receive your request, not when our team finishes reviewing it. Please stop using the purchase after requesting a refund. Further use can affect eligibility.

Payment processing fees

For an eligible voluntary refund, we may deduct the payment processor's actual, documented fee that is not returned to us, up to 6% of the original purchase amount. This is a cap, not a flat 6% charge. We apply a deduction only where applicable law and payment-provider rules permit it and it was disclosed before your purchase.

We do not add administration charges, estimated currency-conversion costs, or withdrawal fees. Before processing a voluntary refund, we tell you the original payment amount, any fee deduction, and the amount you will receive.

We absorb the processing fee for duplicate or incorrect charges caused by us, or a refund for a service we were responsible for failing to deliver. Refunds required by law or a binding payment-provider decision are handled under those requirements, without an automatic fee deduction.

What happens after a refund

Once we approve a refund, the credits and paid benefits associated with that purchase are paused while it is processed. Unrelated purchases are not included in that pause. Contact support if you need to withdraw a request before the payment refund is issued.

A refund of a subscription purchase ends the access and credits associated with that purchase and stops its future renewal. This also applies when an approved processing-fee deduction makes the cash refund smaller than the original payment. Unused future credit allocations from a refunded annual purchase will not be issued.

A credit-pack refund removes that pack's credits. It does not cancel a separate subscription or remove unrelated purchased credits. Refunding an older payment does not automatically cancel a newer, separately paid subscription period.

Refunding a purchase does not delete your account. Any existing results remain subject to their applicable storage and expiry rules; a refund does not extend their availability. Payment and support records may be retained as explained in our Privacy Policy.

Cancellation is different from a refund

You can stop future subscription renewals in Billing settings. If you cannot access your account, contact support. Cancellation alone does not refund the current period. You retain access until the end of the period you have paid for.

Annual subscriptions are charged upfront. Canceling stops the next annual renewal; it does not convert the purchase to monthly billing or routinely refund unused months. During the remaining paid term, credits continue to be issued in the normal 30-day windows and expire under the plan's existing rules. An approved refund ends those remaining benefits instead.

Credit packs remain valid for their stated 12-month period unless used or refunded. Canceling a subscription does not extend a pack's expiry date.

Used purchases and service problems

We do not offer routine proportional refunds based on unused credits or remaining subscription time after a purchase has been used. A successfully completed AI generation that does not match your creative preference does not automatically qualify for a cash refund.

Duplicate charges, billing errors, unauthorized payments, and a paid service that was not delivered as described receive a separate review. These are not automatically rejected because the ordinary 7-day or 72-hour window has ended, or because credits were used. Contact us with the relevant order details so we can investigate and identify the appropriate remedy.

Failed generations

If a generation reaches a confirmed eligible failure, its charged credits are returned once to their original balance with the original expiry rules. This restores credits, not the cash paid for your subscription or pack. If a task is still processing or its outcome is uncertain, contact support rather than repeatedly submitting the same request.

Review and payment timing

We aim to acknowledge requests within two business days. Some requests need additional payment or generation records; we will explain what is needed. Approved refunds are sent through the original payment method. The time until funds appear depends on PayPal and your bank; confirmation that a refund was issued is not a guarantee that it has already reached your account.

If you have an open payment dispute, tell us so that we can coordinate through the payment provider and avoid duplicate reimbursements. You do not need to give up a statutory right or close a dispute as a condition of contacting us.

Your consumer rights

Nothing in this policy limits rights or remedies that cannot legally be excluded. Depending on where you live, you may have a statutory withdrawal period or remedies for a service that is not supplied as agreed. Starting to use digital content does not by itself mean you have waived every right. Where separate express consent or an acknowledgement is required, the applicable requirements must be met.

You can exercise a withdrawal right by sending a clear statement to support@movelume.com or through our support ticket form. No special wording is required. We assess statutory requests separately from the voluntary refund policy above.