This Refund Policy ("Policy") explains how RenderRush Pro ("we", "us", "our", or the "Company") handles refund requests for purchases made through our professional video editing platform and related services (the "Service"). We are committed to customer satisfaction while maintaining fair business practices.
We understand that purchasing digital services involves trust, and we strive to provide clear guidelines about when refunds are available. This policy is designed to balance customer satisfaction with the realities of providing digital services and the substantial costs involved in developing and maintaining our video editing technology.
This Policy applies to all purchases made through our platform, including:
All subscription plans including monthly and annual for individual and business accounts, one-time purchases and add-ons including premium templates, advanced features, and additional storage, credit packages and token bundles for pay-as-you-go usage models, premium features and upgrades such as enhanced editing tools, priority processing, and advanced editing tools, enterprise and custom solutions including dedicated support, custom integrations, and volume licensing, and educational and non-profit discounted plans.
Our refund policy is based on the following fundamental principles:
Digital services are generally non-refundable once delivered, as they cannot be "returned" in the traditional sense. We offer comprehensive free trials and demos to help you evaluate our service before making a purchase commitment. Refunds are considered on a case-by-case basis, taking into account the specific circumstances and our established guidelines. Customer satisfaction is important to us, and we strive to resolve issues through alternative solutions when appropriate. Transparency and fairness guide our decision-making process for all refund requests. We comply with applicable consumer protection laws and regulations.
New users may be eligible for a 7-day free trial to fully evaluate our platform's capabilities. Free trials include access to most premium features, allowing you to test the full functionality before purchasing. Credit card information may be required to prevent abuse, but you won't be charged during the trial period. Cancel anytime during the trial period through your account settings to avoid any charges. Trial periods may vary based on promotional offers or specific plans.
One free trial per user/organization to prevent abuse while ensuring fair access for legitimate users. Some advanced features may be limited or unavailable during trials, particularly enterprise-level capabilities. Generated content may include watermarks to distinguish trial content from paid subscriptions. Export options may be restricted in terms of resolution, format options, or download limits. Usage limits may apply, such as maximum number of video generations or processing minutes.
Unless you cancel before the trial ends, the following automatic conversion process will occur:
Your trial will automatically convert to a paid subscription using the payment method on file. You will be charged the current rate for your selected plan at the time of conversion. The charge will appear on your next billing statement under the name RenderRush Pro. You will receive an email confirmation of the successful conversion and first payment. All trial limitations will be removed, and you'll have full access to your chosen plan's features.
Within 48 hours, full refund is available if no significant usage defined as fewer than 3 video generations or minimal platform engagement. After 48 hours, subscriptions are generally non-refundable, but we may offer account credits or alternative solutions in exceptional circumstances. For unused portions, no refunds are provided for partial months as digital services are made available for the entire billing period. Cancelled subscriptions remain active until the end of the current billing cycle.
Within 14 days, full refund is available if minimal usage defined as fewer than 5 video generations and less than 1 hour of platform usage. After 14 days, pro-rated refund may be available in exceptional circumstances, such as service failures or misrepresentation. For downgrades, credit for the difference may be applied to your account for future use or converted to a partial refund. Annual subscribers receive priority customer support and extended refund consideration periods.
For auto-renewed subscriptions, the following policies apply:
Refund requests must be made within 48 hours of the renewal charge to be eligible for consideration. We send renewal reminders 3 days before charging your payment method to provide advance notice. You can disable auto-renewal anytime in account settings, and the change takes effect after the current billing period. Failed renewal attempts due to payment issues result in account suspension, not automatic cancellation. Reactivation of suspended accounts may require settling any outstanding balances.
We provide full refunds for the following situations:
Billing Errors including duplicate charges, incorrect amounts, unauthorized charges, or processing errors by our payment systems. Service Outages involving extended downtime more than 24 continuous hours preventing service use during your billing period. Feature Misrepresentation where advertised features are not available as described in our marketing materials or documentation. Account Issues where you're unable to access purchased services due to our technical error or system malfunction. Technical Failures involving persistent bugs preventing core functionality that cannot be resolved within a reasonable timeframe. Fraudulent Charges involving unauthorized use of your payment method that was not initiated by you.
We may offer partial refunds, account credits, or alternative compensation for:
Service Degradation involving significant performance issues affecting usability such as slow processing times or reduced quality output. Feature Removal involving removal of features you actively used without adequate notice or suitable alternatives. Plan Changes involving forced migration to different pricing tiers or plan structures that negatively impact your usage. Quality Issues involving consistent quality problems with generated content that fall below reasonable expectations. Accessibility Problems involving issues that prevent you from fully utilizing services due to platform limitations. Data Loss involving loss of user content or generated materials due to system failures on our end.
We generally do not provide refunds for the following situations:
Change of Mind involving simply deciding you no longer want the service after the evaluation period has ended. Lack of Use involving not using purchased services or credits due to personal circumstances or changing needs. User Error involving mistakes in content creation, account management, or misunderstanding of service capabilities. Third-Party Issues involving problems with your internet connection, device compatibility, or other external services. Terms Violations involving account suspension or termination due to policy violations or prohibited use. Consumed Credits involving already used generation credits, tokens, or other consumable resources. Competitive Services involving switching to competitor services or finding alternative solutions. Economic Hardship involving financial difficulties that arise after purchase though we may consider alternative payment arrangements.
Unused credits are generally non-refundable as they represent prepaid access to our video editing services. Credits expire according to package terms typically 12 months from purchase date and cannot be extended. Refunds are only available for technical errors preventing credit use or billing mistakes in credit allocation. Credits may be transferable between accounts within the same organization with proper verification. Partial credit packages cannot be refunded once any portion has been used.
Add-on purchases are final once activated and integrated into your account. Refunds are available only if the feature is non-functional or significantly differs from advertised capabilities. Pro-rated refunds may be available for annual add-ons in cases of service discontinuation or major functionality changes. Temporary access restrictions due to maintenance do not qualify for refunds. Feature limitations based on usage caps or fair use policies are not grounds for refunds.
To request a refund, you must provide the following information:
Your account email address associated with the purchase, Order ID or transaction number from your email receipt or account history, date of purchase and billing period affected, detailed reason for refund request with specific examples of issues encountered, any relevant screenshots, error messages, or documentation supporting your request, and steps you've taken to resolve the issue including any support interactions.
Submit refund requests through any of the following channels:
Email at billing@renderrush.net with "Refund Request" in the subject line, Support Portal through your account dashboard using the billing support section, Contact Form on our website's support page with detailed information about your request, and Live Chat during business hours for urgent billing issues (Monday-Friday, 9 AM-6 PM PST).
First, we acknowledge receipt within 24 hours and provide a reference number for tracking. Second, our billing team reviews your request within 2-3 business days, examining account usage and circumstances. Third, we may request additional information if needed to fully evaluate your request. Fourth, you'll receive a detailed decision via email explaining the outcome and reasoning. Fifth, approved refunds are processed immediately and you'll receive confirmation of the transaction. Finally, if denied, we'll explain alternative solutions or compensation options available.
Credit Cards require 5-10 business days to appear on statement, depending on your card issuer's processing time. PayPal refunds take 3-5 business days for the refund to appear in your PayPal balance. Bank Transfers require 7-14 business days depending on your financial institution and international transfer requirements. Account Credits are applied immediately to your account balance with email notification. Digital Wallets have processing times that vary by provider, typically 3-7 business days.
Refunds are issued to the original payment method whenever possible to prevent fraud. Account credits may be offered as an alternative, often with bonus value for future use. Currency conversions subject to current exchange rates and may differ from original transaction rate. If the original payment method is no longer valid, alternative arrangements will be made after identity verification.
When applicable, partial refunds are calculated using a fair and transparent methodology based on:
Time remaining in subscription period and unused portion of service access, services used vs. services available including generation credits and feature utilization, severity and duration of issues experienced with greater compensation for more significant problems, impact on your ability to use the service for its intended purpose, and our standard depreciation schedule for digital services.
We strongly encourage contacting us before initiating a chargeback through your bank or credit card company:
We can often resolve issues faster than the lengthy chargeback process, which can take weeks or months. Chargebacks may result in immediate account suspension and loss of access to your content and data. We're committed to finding fair solutions that work for both parties. Direct communication allows for more flexible resolution options than the rigid chargeback process. We maintain detailed records and can provide documentation to support legitimate transactions.
If you initiate a chargeback without first attempting to resolve the issue with us:
Your account will be immediately suspended pending investigation to prevent further charges. Access to generated content, account data, and all services may be restricted. Future service may be denied if the chargeback is found to be illegitimate. We may dispute illegitimate chargebacks and provide evidence of service delivery to your financial institution. Chargeback fees may be added to your account if the dispute is resolved in our favor. Resolution requires either successful defense of the chargeback or mutual agreement to reinstate services.
Custom refund terms may apply as per your executed contract or service agreement. Service Level Agreement (SLA) credits are handled separately from standard refunds and may provide automatic compensation. Contact your dedicated account manager for assistance with complex billing issues or contract-specific terms. Enterprise accounts may have different processing timelines and approval procedures. Volume discounts and special pricing arrangements may affect refund calculations.
Educational plans have modified refund terms that may be more flexible during academic transition periods. Institutional purchases may require administrative approval from your organization before processing refunds. Bulk licenses are handled on a case-by-case basis considering institutional policies and usage patterns. Student verification status changes may affect refund eligibility. Academic year transitions may qualify for special refund consideration.
Special promotions may have unique refund conditions clearly stated at the time of purchase. Lifetime deals are typically non-refundable after 30 days due to their deeply discounted nature. Bundle purchases are evaluated individually, with refunds potentially available for unused components. Limited-time offers may have shortened refund windows. Holiday and seasonal promotions may have specific terms that override standard policies.
Due to the unique nature of professional video editing services, specific refund considerations apply to various aspects of our platform:
Refunds may be considered if technical issues prevent successful avatar creation after providing required 300+ seconds of audio. Quality dissatisfaction alone may not qualify for refunds, as avatar quality depends on input audio quality and individual voice characteristics. If initial avatar results are unsatisfactory, we offer up to 3 re-processing attempts before considering refund requests. Partial refunds may be available if some but not all requested avatar features function properly. Avatar creation services are non-refundable once the initial processing is complete and avatar is delivered to your account.
Video output quality varies based on source material quality, editing complexity, and chosen effects. Multiple generation attempts are included in your subscription to achieve desired results. Refunds may be considered if systematic technical failures prevent video generation. Subjective quality preferences including style and aesthetic choices typically do not qualify for refunds. We provide extensive tutorials and best practices to help optimize your results before considering refund requests.
Voice quality issues that stem from technical platform problems may qualify for refunds. Natural variations in audio editing features do not typically qualify for refunds. If voice output consistently fails to match reasonable quality expectations due to platform issues, partial credits may be provided. Language-specific audio editing limitations are disclosed upfront and do not qualify for refunds.
Updates to editing tools that significantly change output quality or style may qualify for refund consideration. Advance notice is provided for major model changes that might affect your content creation workflow. Grandfathering policies may apply to maintain consistency for existing projects. Users significantly impacted by model changes may receive service credits or extended subscriptions rather than refunds.
For EU customers, additional consumer protection rights apply:
14-day cooling-off period for distance purchases as required by EU Consumer Rights Directive. Right to withdraw may be waived once digital service begins with your explicit consent and acknowledgment. Additional rights under EU consumer protection laws including the right to pursue complaints through alternative dispute resolution. GDPR compliance ensures your personal data is handled according to European data protection standards.
Local consumer protection laws may provide additional rights that supersede or supplement this policy. Statutory rights are not affected by this policy and remain enforceable under applicable law. We comply with applicable regional regulations including CCPA in California, PIPEDA in Canada, and similar privacy and consumer protection laws. Currency and payment method availability may vary by jurisdiction.
While digital services are generally non-refundable, we stand behind our product quality and customer experience:
30-day satisfaction period for new annual subscribers with detailed usage evaluation, free plan available for testing before purchase with access to core features, responsive support team available to address concerns and provide technical assistance, regular updates and improvements based on user feedback and technology advances, comprehensive documentation and tutorials to help you maximize value from our platform, and community forums and resources for peer support and best practices.
Instead of refunds, we may offer alternative solutions that better meet your needs:
Extended trial periods to give you more time to evaluate our service, account credits for future use often with bonus value added, plan adjustments or downgrades to better match your usage patterns and budget, additional support and training to help you achieve better results with our platform, custom solutions for specific needs including feature requests or workflow adjustments, and temporary service pauses for accounts experiencing temporary difficulties.
We may update this Refund Policy periodically to reflect changes in our business practices, legal requirements, or service offerings:
Changes posted on this page with updated date clearly visible at the top, material changes affecting your rights notified via email at least 30 days in advance, continued use of our service after changes take effect constitutes acceptance of the updated policy, previous versions available upon request for reference and comparison, and summary of significant changes provided with each update for transparency.
For refund requests and billing inquiries, contact us through any of the following channels:
Billing Email: billing@renderrush.net for all billing-related matters and refund requests
General Support: support@renderrush.net for technical issues that may qualify for refunds
Phone: +1 (555) 123-4567 (Monday-Friday, 9 AM - 5 PM PST) for urgent billing issues
Address: RenderRush Pro
Billing Department
1234 Innovation Drive, Suite 500
San Francisco, CA 94105
United States
Response Time: We aim to respond to all billing inquiries within 24 hours during business days
A: If you contact us within 48 hours of the charge and haven't used the service significantly, we typically provide a full refund. We understand that subscription renewals can sometimes be missed, and we try to be accommodating in these situations.
A: Contact our support team first as we can often help improve results through better prompts, settings adjustments, or alternative approaches. If quality issues persist despite our assistance, we'll consider a refund or credit based on the severity of the problem.
A: No, we don't charge any fees for processing legitimate refund requests. However, your financial institution may charge currency conversion fees for international transactions.
A: Subscriptions are generally non-transferable due to licensing and security reasons, but contact us for special circumstances such as business ownership changes or family account management.
A: You retain full rights to content created during your paid subscription period. However, access to edit or re-download content through our platform may be limited after account cancellation.
A: Refund processing times vary by payment method: credit cards take 5-10 business days, PayPal takes 3-5 days, and account credits are applied immediately.
Effective Date: September 13, 2025
Last Updated: September 13, 2025
Next Review Date: September 13, 2026
