The Short Version
- Subscriptions: prorated refund within the first 7 days of a new plan, if you've used less than 25% of that period's tokens.
- Tokens reset every billing period and do not roll over. We don't refund tokens forfeited at period end.
- Upgrades are billed prorated by the payment provider, and your token balance jumps to the new plan's monthly allotment.
- Downgrades take effect at the next renewal — no mid-cycle refund.
- Service failures on our end: we'll re-credit the tokens you lost or refund the charge.
The rest of this page explains those cases in more detail and how to request a refund.
Subscription Refunds
First 7 days
When you first sign up for a paid plan, you can request a prorated refund within 7 days of the initial charge, as long as you've used less than 25%of that month's included tokens. We'll refund the unused portion of the period to your original payment method.
After 7 days
Past the 7-day window we don't offer refunds on subscription fees. You can cancel at any time from the billing portal; cancellation takes effect at the end of your current billing period, and you'll keep access until then.
Plan upgrades
Upgrades take effect immediately. Your payment provider charges a prorated amount for the remainder of the current period (the new monthly price minus the unused portion of your existing plan), and your token balance is reset to the new plan's monthly allotment for the rest of the period. We don't refund the difference if you downgrade later in the same period.
Plan downgrades
Downgrades take effect at the end of your current billing period. You keep your current plan's tokens until renewal; the lower plan's allotment kicks in at the next charge. We do not issue a mid-cycle refund for downgrades.
Annual or multi-month plans
If we offer annual plans in the future, the same 7-day window applies from the initial purchase date. After that, no refunds for the remainder of the term.
Token Expiry
Subscription tokens reset every billing period. Unused tokens at the end of your period are forfeit — they are not carried over to the next month and we do not refund their cash value. This is how the plan price-per-token math works out; the monthly allotment is sized to cover normal usage with headroom.
The new period's allotment is credited automatically on the day your subscription renews. If you upgrade mid-cycle, the new (higher) allotment is credited immediately and the upgrade charge is prorated.
Service Failures & Lost Tokens
If a render fails because of a bug on our side and the tokens were already deducted, we'll re-credit those tokens automatically. If automatic re-crediting doesn't happen, email billing@faulty.livewith the video ID and we'll fix it.
For prolonged outages affecting the whole Service we may issue service credits at our discretion.
What's Not Covered
We can't refund:
- Tokens used to generate content you later decided not to publish.
- Tokens forfeited at the end of a billing period (this is by design — see token expiry above).
- The difference between plans when you downgrade — downgrades take effect at the next renewal.
- Charges from before the 7-day window for subscriptions already used.
- Issues caused by user error — e.g. choosing the wrong cast or topic.
- Accounts terminated for violating our Terms of Service.
How to Request a Refund
Email billing@faulty.live from the email address on your account. Include:
- The receipt or invoice number.
- The plan you're asking about.
- A short reason for the request.
We aim to respond within 3 business days and process approved refunds within 5–10 business days. Refunds are returned to the original payment method.
Chargebacks
If you have a billing issue, please contact us first — chargebacks cost both sides time and may result in your account being suspended while we resolve the dispute. We almost always sort things out faster over email.
Changes to This Policy
We may update this Refund Policy from time to time. Changes apply to purchases made after the update; any active refund window for a purchase you've already made will be honored under the policy in effect on the day of that purchase.
Contact
Email billing@faulty.live for anything refund- or billing-related.