Refunds & cancellation

Two different things get refunded here, and it is worth keeping them apart: credits, which are refunded automatically by the system, and money, which is a decision a person makes.

Credits: automatic, and not a matter of goodwill

When you start a video we place a hold covering the whole job. As each step runs — planning, footage, voice, music, assembly — its real cost is charged. When the job ends we settle: you are charged for what ran and the rest of the hold returns to your balance.

• A video that fails partway charges only the completed steps. If it failed before anything ran, you are charged nothing.
• A video the AI provider refuses costs nothing, because nothing was generated.
• A transient provider error is retried automatically and is not double-charged.

Your account holds a line-by-line ledger of every step and its credit cost, so you can check this rather than take our word for it.

What credits do not cover

A video that generated successfully but that you do not like has been charged. The computation happened and we paid for it. This is the honest reason the free trial exists and gives you 600 credits — a complete video, no card — so you can find out whether the output suits you before spending anything. Try the cheapest quality tier first when you are exploring an idea; it costs a fraction of the top tier.

If a video is unusable because we got something wrong — a broken render, missing audio, captions that did not appear, the wrong aspect ratio — that is our problem and we will re-run it or return the credits. Open a ticket with the video and we will look at the actual job record.

Money

Subscriptions

Cancel any time from billing settings. Cancelling stops the next renewal; it does not end the period you have already paid for. You keep access and your remaining credits until the period ends.

We do not pro-rate a partial month as a matter of course. If you subscribed and then generated nothing at all, contact us within 14 days and we will refund it. If you have used a meaningful part of the allowance, the cost of that generation was already incurred on our side.

Annual plans: within 14 days of the charge, and with less than a month’s worth of credits used, we will refund in full. After that we will refund unused whole months at the monthly rate, less the discount the annual plan gave you.

Credit top-ups

Top-up credits are refundable while they are unused, within 30 days of purchase. Once spent, they are spent — the generation has happened.

If we are at fault

A prolonged outage, a billing error, or a charge you did not authorise gets refunded in full, and you do not need to argue about it. Tell us what happened.

How to cancel

Billing settings inside the app, under your plan. You can also email support@storeswiki.com from the address on the account. We confirm every cancellation by email — if you do not get one, assume it did not go through and chase us.

Export what you want before you cancel. After an account closes, generated videos are kept only for your plan’s retention period and are then deleted.

Chargebacks

Please talk to us first. A chargeback freezes the account automatically while the bank investigates and takes weeks; a ticket usually takes hours. We would rather refund you than pay a dispute fee.

Statutory rights

If you are a consumer, this policy does not reduce rights your local law gives you. UK and EU consumers have a 14-day right to withdraw from a distance contract — note that where you have asked us to begin generating immediately, that right does not extend to generation already performed.

Timing

Approved refunds are issued to the original payment method through Stripe, normally within 5–10 business days depending on your bank.