Refund policy

• Failed runs are refunded automatically, in credits, the moment they fail. You'll see it on the run's page and in your credit history.
• Unused credits from a purchase can be refunded to your card within 14 days of buying them. Email support@filmlume.com from your account's address.
• Used credits aren't refundable, because the work was done when you started the run and you saw its price first. If a result is clearly broken (for example the video won't play), write to us and we'll return its credits.
• When a payment is refunded, the credits it added are taken back from your balance.
• Purchases are made through Dodo Payments; refunds go back to the original payment method and can take 5–10 business days to arrive.

If you're in the EU or UK: by buying credits and starting a run you ask us to provide the service right away, and you agree that your 14-day right of withdrawal ends for the credits you've used. Unused credits stay refundable as above.