Refund Policy

explain.ink sells video minutes: you spend them when we successfully draw a video for you. This policy explains when you are charged, when you are not, and how to ask for your minutes or money back. The short version: you only ever pay for videos that actually rendered.

You are charged only for finished videos

When a render starts, we reserve minutes from your balance sized to the video. When it finishes, we charge only the actual length of the finished video and return the rest of the reservation. You are never charged more than was reserved.

Failed renders are free

If a render fails for any reason, the whole reservation goes back to your balance automatically, and you can retry at no cost. A failure never spends your minutes.

Fixing a video is free too

If a finished video has a scene you don't like, you can redraw that scene and re-stitch the video from its page at no extra charge (fair-use limits apply). Most quality issues are solved this way in a minute or two, without touching your balance.

Requesting a refund

• If a finished video has a real quality problem that redraws can't fix, request a refund by emailing hello@explain.ink within 7 days of the render.
• One request per video. Tell us what went wrong; we review every request personally.
• If approved, we return the minutes the video cost to your balance, or refund the corresponding purchase to your original payment method through LemonSqueezy, whichever you prefer.

Subscriptions and minute packs

• You can cancel a subscription at any time; you will not be billed again, and the minutes you already have stay usable per the Terms of Service.
• Unused minutes are not refundable for cash by themselves, except where the law of your country requires it, or when a purchase was made in error and none of its minutes have been spent. In that case contact us within 14 days of the purchase.

How refunds are paid

Card refunds are issued by LemonSqueezy, our merchant of record, to the original payment method. Depending on your bank, they can take 5-10 business days to appear.

Changes

If we change this policy we will update the date above and, for material changes, tell account holders by email.