Refund Policy

1.Subscription charges

Plans are billed in advance for each billing period (currently monthly). Your payment method is charged automatically at the start of each period until you cancel. 1 credit = 1 processed minute of video.

2.Cancellations

You can cancel at any time from your billing settings or by contacting support. Your plan stays active until the end of the paid period and no further charges are made. We do not give prorated refunds for the unused part of a period, except as set out below or required by law.

3.When we refund

We will review a refund request, and normally approve it, in these cases:

• Billing error: you were charged in error or twice because of a technical issue.
• Unusable export: within 14 days of an export, the output is not usable for reasons within our control (for example a processing fault). We may refund the credits used or the payment.
• Early cancellation: you cancel within 14 days of your first payment and have not made substantial use of the service (for example only a small share of your credits).
• Legal requirement: a refund is required by consumer protection law where you live.

4.When we do not refund

• Credits that were already used for exports that worked as described.
• Results limited by the source recording, such as clipped audio, heavy blur, extreme camera angles or noise louder than speech. These limits are described on our site. We will still look at the clip and may help, but it may not qualify.
• Change of mind after substantial use, or unused minutes left at the end of a period.
• Renewals you did not cancel before the renewal date, unless covered above.
• Accounts closed for breach of the Terms.

5.Credits and unused minutes

Previews do not use credits; exports do. Unused monthly minutes expire at the end of the billing period and are not refundable. If an export fails because of our fault we restore the credits.

6.How to request a refund

Email support@cleanoise.com or use the contact page. Include the email on your account, the date and amount of the payment, and what went wrong. For an unusable export, include the project name so we can review it. We reply within about 5 business days.

7.If your refund is approved

Refunds go to the original payment method through Stripe. After we issue it, it can take 5 to 10 business days to appear, depending on your bank or card issuer. If you receive a refund for a subscription, the plan ends from that point unless we tell you otherwise.

8.Chargebacks

Please contact us before opening a dispute with your bank. We usually resolve things faster, and a chargeback for a valid charge can lead to account suspension while it is reviewed.

9.Digital service and the right of withdrawal

By starting processing you ask us to begin the digital service immediately. Where the law allows, you acknowledge that once the service has been fully performed you lose your statutory right of withdrawal, and that partly used minutes are not refundable under that right. This does not limit any rights you have under consumer law if the service is faulty or not as described.

If you are in the EU or UK, you normally have 14 days to withdraw from a distance contract. Because Cleanoise is a digital service that starts immediately when you ask it to, that right may end once the service has been fully performed, and if you withdraw after processing has begun we may deduct an amount for what you already used.

10.Your statutory rights

This policy does not limit any rights you have under consumer law, including remedies for services that are faulty or not as described.

11.Changes to this policy

We may update this policy. Material changes are posted here with a new date and do not affect refund requests for payments made before the change.

12.Contact

Refund questions: support@cleanoise.com. Support hours: Monday to Friday, 09:00 to 17:00 UTC.