Refund and cancellation policy
Updated August 1, 2026
This page says when your money comes back, how much of it, and how fast. No conditions hidden in another document. Prices and refunds are in US dollars, and every refund goes back to the card that paid.
The short version
| What happened | What you get |
|---|---|
| A run failed | The credits back, automatically, within seconds |
| You changed your mind within 14 days of paying | Your money back, less any credits you already spent |
| You cancelled a plan after 14 days | No refund for the period you are in, and it keeps running to the end. Nothing renews after that |
| You deleted your account | Unused pack credits refunded at the rate you paid for them |
| We charged you something we should not have | All of it back, as soon as we see it |
Failed runs
If a run fails, the credits go straight back to your balance. You do not have to ask, and there is no form. The refund shows up in your credit history as its own line, marked as a refund, next to the charge it reverses.
A run that finishes and produces output you do not like is not a failed run. That is what the free example on every tool and the free re-roll on The Package are for. Both are explained in the credits and billing policy.
The 14 day money back window
Every payment you make to Cineva has 14 days on it. That covers your first payment on a plan, every annual renewal, and every credit pack. Tell us inside those 14 days and we refund what you paid, minus the credits you already spent from that payment.
Spent credits are valued at 10.0 cents each, the rate of the smallest credit pack, which is 100 credits for $10. If you spent nothing, you get everything back. The deduction can never be more than you paid, so a refund never turns into a bill.
One example, so the arithmetic is not a mystery. You subscribe to Pro at $19, spend 40 credits, and change your mind on day nine. Those 40 credits are worth $4.00, so $15.00 goes back to your card.
The window is per payment, not per account, and it is not a monthly reset. Monthly renewals after the first one are not covered, because by then you have used the service for a month and cancelling is one click away.
Cancelling a plan
Cancel any time from your account. Nothing is buried, there is no retention call, and you do not have to email anyone.
Cancelling stops the next renewal. Your plan keeps running to the end of the period you already paid for, and the credits granted for that period stay spendable until it ends. After the 14 day window there is no refund for a period you are already inside, whether you used it or not.
When the subscription ends, monthly credits end with it. Pack credits are yours and stay in your balance, so you can keep running tools on a free account until they run out.
Annual plans work the same way, with a longer period. If you cancel in month three of an annual plan, the plan runs to month twelve and then stops. There is no pro rata refund for the months you did not use, which is the trade you make for the lower annual rate.
Credit packs
A pack is charged once and the credits land in your balance straight away. Pack credits never expire.
Inside 14 days of buying a pack, we refund the unspent part of it at the rate you paid. After 14 days the credits stay yours indefinitely, and they are refunded if you delete your account.
Deleting your account
Delete your account and we refund every unused pack credit at the rate you paid for it, back to the card that bought it. That holds however long ago you bought them. Nobody should feel held hostage by a balance.
Monthly plan credits are not refunded. They belong to the subscription, they cost nothing on their own, and they end when it ends. What happens to your projects and your data is in the privacy policy.
Charges that should not have happened
If you were charged twice, charged after you cancelled, charged the wrong amount, or charged for credits that never reached your balance, you get all of it back. This is not a goodwill gesture and it is not capped by the 14 day window. Email us with the date and we will find it.
The same applies to a run charged at more than the price shown on the screen before you started it. That should be impossible, so if it happens it is a bug on our side and we reverse it.
When we do not refund
- Credits already spent on runs that finished and produced output.
- Credits spent on a run that broke the acceptable use policy.
- A subscription period you are already inside, once the 14 day window has passed.
- Pack credits on an account we closed for fraud, for a chargeback, or for material that sexualizes a minor. Every other closure, including one for a breach of the acceptable use policy, still refunds unused pack credits at the rate you paid.
How to ask
Email hello@cineva.io from the address on your account. Tell us what you paid for and roughly when. You do not have to explain why, and we are not going to talk you out of it.
We reply within 5 business days, either confirming the refund or explaining exactly why it does not qualify. If it does not qualify, you can reply and ask a person to look again.
How long a refund takes
Once approved, we send the refund the same day through Stripe, to the card or payment method that paid. From there your bank decides the pace, and it usually takes 5 to 10 business days to appear on a statement. Some banks show it as a reversal of the original charge rather than a new line.
If it has been more than 10 business days and you cannot see it, email us and we will send you the Stripe refund reference to give your bank.
Card disputes
Email us before you dispute a charge with your bank. A dispute freezes the money for weeks and stops us refunding you directly, so it is the slowest way to get your money back. We can usually settle it the same day.
We may suspend an account while a chargeback is open, and we may close an account used to charge back purchases repeatedly. If you have an honest complaint, you will get your money back without any of that.
If we stop offering Cineva
If we shut the service down, you get at least 30 days notice by email, time to export your work, a refund of every unused pack credit at the rate you paid, and a pro rata refund of any plan period you have paid for and cannot use. The same applies if we close your account for a reason that is not your fault.
This policy is part of the terms of service.