Refund Policy

This page explains when you get your money or credits back. It matches the refund section of the terms of service. Current prices and credit amounts are on the pricing page.

What you pay for

Videos are made with credits from a Starter, Pro or Studio plan, billed monthly or yearly. The cost of each video is shown before you generate. Payments are taken by card through our merchant of record (Waffo Pancake or Creem, as shown at checkout), which acts as the reseller and handles tax and invoicing; its buyer terms also apply to your purchase.

Billing rules

Credits. 100 credits make one minute of finished video (premium voices add 10 credits a minute). Credits are held when you start a video and charged when it's generated. If a video fails, every credit comes back.

Rollover. Unused plan credits roll over for one billing cycle, up to one month's allowance. Rolled-over credits are used first. Yearly plans get credits monthly and roll over the same way.

Top-ups. Subscribers can add 1,000 credits at a time: $24 on Starter, $20 on Pro, $18 on Studio. Top-up credits last 12 months.

Cancel anytime. Your plan stays active until the end of the period you paid for.

Refunds. If you haven't used any credits, you can get a full refund within 7 days of your first payment, from Credits & billing. After that, payments aren't refunded, except for duplicate charges.

Prices are in US dollars. Taxes are added at checkout where required.

Automatic refunds of credits

You do not need to ask for these. The credits go back to your balance on their own:

• A video that fails. If a generation fails after credits were held or charged, every credit is refunded automatically.
• A rejected request. These are stopped before anything is charged, so there is nothing to refund.

Your statutory rights

If consumer law where you live gives you a right of withdrawal, for example the 14-day right in the EU and the UK, nothing on this page limits it. By using credits before that period ends you ask us to start delivering the digital service immediately, and you acknowledge that the withdrawal right may no longer apply to the part already used.

How to ask for a refund

The 7-day refund on your first payment is self-serve: open Settings → Credits & billing and choose Get a full refund. Your plan ends straight away and its credits are removed from your balance.

For a duplicate charge, or a refund you are owed under the statutory rights above, email support@epivoke.com from the address on your account, with the order number from Settings → Orders. We reply within two business days and, where a refund is due, send it back through the original payment method. Card refunds can take several business days to appear, depending on your bank.

Chargebacks

Please write to us first. We would rather fix a problem than have you dispute the charge, and we answer refund requests quickly.