Политика возвратов

Overview

At Recast, we strive to provide reliable video localization. This Refund Policy explains our policies regarding refunds for purchases and failed jobs. Please read this policy carefully before making a purchase.

0. Pre-Launch

Recast is currently on a waitlist or in free early access. No charges are collected at this stage unless we clearly state otherwise on the pricing page or in-product.

1. Purchase Refunds

1.1 General Policy

All completed purchases are final and non-refundable once the transaction is completed, including:

• One-time minute packs or credit packages
• Subscription plans (monthly or annual)
• Promotional or discounted bundles

1.2 Exceptions

We may issue refunds in the following exceptional circumstances:

• Duplicate Charges: If you were charged multiple times for the same purchase due to a technical error
• Unauthorized Transactions: If your payment method was used without your authorization (subject to verification)
• Service Unavailability: If the Service was completely unavailable for an extended period (more than 7 consecutive days) after your purchase
• Technical Errors: If credits or minutes were not properly added to your account due to a system error

1.3 Refund Request Process

To request a refund under the exceptions above, you must contact us at agent@recastvideo.com within 14 days of the purchase date. Please include:

• Your account email address
• Transaction ID or receipt
• Detailed explanation of the issue
• Any supporting documentation

We will review your request and respond within 5–7 business days. Approved refunds will be processed to the original payment method within 10–14 business days.

2. Failed Job Returns

2.1 Automatic Credit Returns

If a paid localization job fails due to technical issues on our end or with the AI model provider, we will automatically return the credits or charges for that job. This includes:

• Server errors (5xx status codes)
• AI model provider failures
• Timeout errors beyond the expected processing time
• System crashes or interruptions

Returns are typically applied within minutes of the failure. You should not need to contact support for standard technical failures. You will see a transaction in your account history labeled as a failed-job return when accounts and billing launch.

2.2 Non-Refundable Jobs

Fees or credits will not be refunded for jobs that fail or complete due to:

• Policy Violations: Content that violates our Acceptable Use Policy or a provider's content policy (including unauthorized real-person likeness)
• Invalid Inputs: Corrupt media, missing required rights, or unsupported parameters
• User Error: Incorrect parameters or settings selected by the user
• Successful Jobs: Jobs that completed successfully but did not meet your expectations
• Quality Issues: Dissatisfaction with the quality, voice, face, timing, or style of a successfully completed result

2.3 Manual Refund Requests

If you believe a job failed due to a technical issue but credits were not automatically returned, please contact us at agent@recastvideo.com within 7 days of the job. Include your job ID and a description of the issue. We will investigate and issue a return if appropriate.

3. Subscription Cancellations

3.1 Cancellation Policy

When subscriptions launch, you may cancel at any time through your account settings. Upon cancellation:

• You will retain access to your subscription benefits until the end of the current billing period
• No refund will be issued for the remaining days in the current billing period
• Your subscription will not renew for the next billing period
• Unused subscription minutes or credits may expire when the paid period ends, as disclosed at purchase

3.2 Pro-Rated Refunds

We do not offer pro-rated refunds for partial subscription periods, except in cases where:

• The Service was completely unavailable for more than 50% of your billing period
• We made material changes to the subscription terms that negatively affect your benefits
• Required by applicable law

4. Chargebacks and Disputes

4.1 Contact Us First

If you have an issue with a charge, please contact us at agent@recastvideo.com before initiating a chargeback with your payment provider. We are committed to resolving billing issues fairly and promptly.

4.2 Chargeback Consequences

If you initiate a chargeback without first contacting us:

• Your account may be immediately suspended pending investigation
• Credits associated with the disputed transaction may be removed from your account
• If the chargeback is found to be fraudulent or unjustified, your account may be permanently terminated
• You may be liable for chargeback fees and legal costs

5. Regional and Legal Requirements

5.1 Consumer Protection Laws

This Refund Policy does not affect your statutory rights under applicable consumer protection laws. If you are located in a jurisdiction that provides additional refund rights (such as the EU, UK, or Australia), those rights apply in addition to this policy.

5.2 EU Right of Withdrawal

For customers in the European Union: You have the right to withdraw from a purchase within 14 days without giving any reason. However, by using credits or minutes immediately after purchase, you expressly agree to waive this right of withdrawal for the portion consumed.

5.3 Australian Consumer Law

For customers in Australia: Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services supplied again or payment of the cost of having the services supplied again if the services fail to be of acceptable quality and the failure does not amount to a major failure.

6. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or a prominent notice on our website. Your continued use of the Service after changes constitutes acceptance of the updated policy. Changes will not affect refund requests submitted before the change date.

7. Contact Information

For refund requests, billing questions, or concerns about this policy, please contact us:

• Email: agent@recastvideo.com
• Response Time: Within 5–7 business days