Refund & cancellation

Free accounts receive three source-video processing credits under the limits shown in the product. A credit is reserved when processing starts. If CUTKEEP permanently fails before producing a usable result, that credit must be restored automatically or after support confirms the failure.

A job is not considered failed merely because you disagree with an editorial score or would choose a different creative moment. Please use clip feedback so the service can be evaluated and improved.

• You were charged more than once for the same purchase.
• Payment succeeded but the purchased plan was not activated.
• A different plan or quantity was provisioned from the one paid for.
• A material CUTKEEP fault produced unusable or corrupt output and the service could not reprocess or restore the affected paid credit.
• A prolonged service failure prevented use of a paid entitlement and a reasonable extension or service credit would not resolve the issue.
• Applicable consumer law otherwise requires a refund.

Successfully delivered digital processing, consumed credits, partially used billing periods, dissatisfaction caused solely by creative preference, unsupported source material disclosed before processing, and charges resulting from failing to cancel before renewal are normally not refundable, except where law requires otherwise.

You may disable automatic renewal through the Account billing controls, or request cancellation through support. Cancellation must be no harder than subscribing. After cancellation, paid access continues until the end of the current billing period unless a refund or law requires a different result.

Cancelling a subscription does not delete your account, and deleting a video does not cancel a subscription. See Account Deletion for the separate deletion process.

Contact support from the email attached to the account and include the payment or subscription identifier, charge date, amount, affected job, and a short description. Do not send card, bank, or UPI credentials.

We aim to acknowledge requests within 48 hours and decide a complete request within seven business days. If approved, CUTKEEP will initiate the refund to the original payment method within five business days. Your bank, card network, UPI provider, or Razorpay may require additional time to display the credit.

We may offer restoration of processing credits or a proportional service extension where it fully remedies the issue. You may decline a credit in favour of a refund where a refund is legally required.

Please contact us before initiating a chargeback so we can investigate. This does not restrict any legal right to dispute a payment. We may suspend the disputed entitlement while a payment provider reviews the claim and will not retaliate for a good-faith complaint.