Refunds and cancellation

Credits come back automatically when an edit doesn't

• If we can't make your first cut, all its credits come back automatically.
• Once you've pressed Complete edit, if it isn't finished by its date, its credits come back automatically. The same applies to an edit we complete for you.
• A change round more than 24 hours past its promised time is given back, and doesn't count.
• A round that changes nothing doesn't count, and its credits come back.
• Something you picked that we couldn't make earns a small credit back, once, on the first cut.
• A footage problem (the file can't be used) before you have a finished video: the credits come back and we tell you why.
• "Ask the editor": a question is charged only when it is answered.
• A free video that can't be finished: your free video comes back so you can try again. No credits or money move.
• An order still waiting for its footage can be cancelled for its credits back.

Money refunds

No card is charged while the site shows a Test mode notice. Once real payments are on:

• Credits are not refunded as money, except where the law requires or as below.
• If we refund a payment in full, or your bank takes it back through a chargeback, the unspent credits from that payment are removed. Credits already spent stay spent.
• A question from your bank that takes no money back removes nothing. A partial refund removes nothing automatically: a person looks at it.
• A dispute doesn't end your plan automatically: a person on our team decides.

Cancelling a plan

Cancel any time from your account page. The plan runs to the end of the month you've paid for, and your credits, top-ups included, can be used until then. There is no refund for the rest of that month.

Changing plan

• Up: at once. You pay the difference for this month and get the extra credits now.
• Down: from your next renewal. Nothing is refunded for the current month.

Top-ups

Top-ups are not refundable once bought, except as the section on money refunds says. They end when your plan ends.

Price errors

If the price shown and the price charged ever differ, we refund the difference.

How to ask

Write to info@lerevemedia.com with your order number.