Refund Policy

Overview

We want you to be happy with Encorist. This Refund Policy explains when credits are returned automatically, when refunds are available for subscriptions and credit packs, how credits expire, and how to request a refund.

Failed Generations

If a generation fails on our side or at the model provider, the credits reserved for it are returned to your balance automatically. You do not need to contact us. Generations stopped by our content-safety checks before they run are not charged either.

A generation that completes is considered used, even if you are not happy with how the motion or the character looks. Results depend on the quality of your character image and motion video, and each attempt uses paid compute. If a finished video is blocked by our output content-safety review, the credits for that generation are not returned.

Refund Eligibility

You may request a refund if all of the following apply:

• It is your first purchase on this account, and the request is made within 7 days of that purchase.
• None of the credits from that purchase have been used, and no generation has been started with them.
• Your account is in good standing and has no history of prior refunds.

Non-Refundable Items

The following are not eligible for refunds:

• Any purchase from which credits have been used, in whole or in part.
• Subscription renewals, including yearly renewals. You can cancel at any time before the renewal date to avoid the next charge.
• Credits already spent on generations, and promotional or bonus credits.
• Charges older than 7 days.
• Accounts suspended or terminated for violating the Terms of Service or the Acceptable Use Policy.

The one exception for renewals and later purchases is a billing error: a duplicate charge, an incorrect amount, or an unauthorized transaction. We will correct those in full.

Credit Validity

• Monthly plans: credits are granted at the start of each billing period and expire when that period ends. Unused credits do not roll over.
• Yearly plans: the full year of credits is granted once, at purchase, and is valid for one year, matching the yearly billing period.
• Credit packs: credits are valid for 180 days from purchase and can be used alongside your subscription credits.
• When you generate, credits closest to expiring are used first.

Expired credits cannot be restored, extended, or refunded.

How to Request

1. Email support@encorist.com from the address on your account, or open a support ticket from your dashboard.
2. Include the order ID, the email used at purchase, and the reason for the request.
3. Our team will respond within 3 business days.

Approved refunds go back to the original payment method. Our payment provider keeps its processing fee and charges us a fee for each refund, so those non-recoverable fees are deducted from the amount refunded, except where the law requires a full refund. Bank processing can add 5–10 business days before the funds appear on your statement.

Your Legal Rights

Nothing in this policy limits rights you have under mandatory consumer law. Where the law gives you a right to withdraw from a digital purchase, you can use it within the legal period, unless you have asked us to deliver the credits immediately and have started using them, in which case that right ends to the extent the law allows. Credits are added to your account right after payment, so using any of them counts as starting delivery.

Cancelling a Subscription

You can cancel a subscription at any time. Cancelling stops future renewals; you keep access and unused credits until the end of the current billing period. Cancelling does not by itself refund the current period.

Changes to This Policy

We may update this Refund Policy to reflect changes in our practices or for legal and operational reasons. Material changes will be communicated by email and reflected in the "Last updated" date above.

Contact

If you have questions about a refund, email us at support@encorist.com before requesting a chargeback. We're happy to help.