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.
- Top-up tokens: non-refundable once credited to your account, unless we failed to deliver them.
- Service failures on our end: we'll refund or re-credit the tokens you lost.
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 (and any remaining tokens) until then.
Plan changes
If you upgrade mid-cycle, Stripe will charge a prorated amount for the rest of the period and your token allowance is adjusted accordingly. If you downgrade, the change takes effect at the next renewal — we don't refund the difference for the current period.
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.
Top-Up Token Purchases
Top-up packs are one-time purchases that add tokens to your balance. Because tokens are usable immediately and don't expire, top-up purchases are non-refundable once the tokens have been credited to your account.
Exception: if the purchase succeeded on Stripe but tokens were never credited to your account (e.g. a billing webhook failure), contact us and we'll either credit the tokens or refund the charge.
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.tvwith 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.
- Charges from before the 7-day window for subscriptions already used.
- Top-up purchases where the tokens were correctly credited.
- 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.tv from the email address on your account. Include:
- The Stripe receipt or invoice number.
- The plan or top-up pack 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.tv for anything refund- or billing-related.