Refund and Cancellation Policy

This policy forms part of our Terms of Service. motionplot is paid for with prepaid credits. There is no subscription, so there is nothing to cancel to stop being charged: you pay only when you choose to top up.

1. Refunds of unused credits

You may ask for a refund of credits you have not used within 14 days of buying them.
If you have used some credits from a top-up, we refund the unused part of that top-up.
Credits you have spent on making videos, or on ideas, scripts and changes with our AI, are not refundable, except as set out below.
We refund to the card or payment method you paid with, through Stripe. Your bank may take a few days to show it.

2. Failed videos, previews and requests

If producing a video or preview fails because of a fault on our side, we return the credits charged for that attempt at making it. We return them to your balance automatically, or on request if that has not happened. This applies at any time, not only within 14 days.

If a request to our AI for ideas, scripts or changes fails before the AI model does any work on it, we do not charge for it.

3. How to ask

Email hi@motionplot.com from the address on your account, with the date and amount of the purchase. We reply within two working days and, once we approve a refund, issue it within five working days.

4. Closing your account

You can close your account at any time by emailing us. If you close it within 14 days of a purchase, we refund the unused credits from that purchase. Credits left in a closed account after that are not refundable.

5. Suspended accounts

If we close your account because you breached our Acceptable Use Policy or Terms, we may withhold refunds where the law allows, for example after fraud or a chargeback.

6. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. When you buy credits you ask us to make them available straight away, and you may lose the statutory right to cancel for the credits you go on to use. This policy gives you a refund of unused credits within 14 days in any case.