Refund & Cancellation Policy
Last updated: 20 October 2026
The short version
- Cancel your plan anytime; it simply doesn't renew. Or pause it for a month instead.
- Changed your mind early? Full refund within 7 days of your first payment (14 days on annual) if no credits were used.
- Not happy with your first video after its revisions? We refund your first month.
- Annual plan not working out? Cancel within 90 days and get the unused months back.
- If we miss a promised deadline or can't deliver what you paid for, you get your money back for that item.
Subscriptions
Cancelling
Billed monthly. Cancel anytime before your next billing date. Cancel from the billing link in any receipt email or by emailing [email protected]. Your plan and credits stay active until the end of the period you've paid for, and you won't be charged again.
First-payment refund
New subscribers can get a full refund within 7 days of their first monthly payment, or within 14 days of their first annual payment, as long as no credits have been used. This applies once per customer.
First-video guarantee
If you're not happy with the first video of your subscription after its revision rounds, tell us within 14 days of its final delivery and we refund your first month's payment (on annual, one month at the monthly price). You keep the video. This applies once per customer.
Annual plans: 90-day refund
Cancel an annual plan within 90 days of paying and we refund the months you haven't started. Months already started are charged at the monthly price, because the annual discount assumes a full year. For example, on Growth after two months: you paid 10 months' price and we keep 2 months at the monthly rate, so 8 months' price comes back.
Pausing
Pause your plan for one month a year instead of cancelling. While paused you aren't billed and no new credits are added; your unused credits wait for you. Email [email protected] before your next billing date to pause.
Otherwise
Payments for a monthly period that has started, and annual payments after 90 days, aren't refunded, including unused credits. Unused credits roll over for two months.Credits can't be exchanged for cash.
Upgrades and downgrades
Upgrades take effect straight away and are charged pro rata for the rest of the period. Downgrades take effect at your next renewal.
Single video ($497)
Before production starts
Full refund if you cancel before we start production, which is when we send your first script draft.
After production starts
No refund once the first draft is sent; instead you get 2 revision roundsto get the video right. If we don't deliver within 48 hoursof your confirmed brief, and we didn't agree a new date with you, you can choose a full refund.
Free video concepts
Free concepts
The concepts cost nothing, so there is nothing to refund.
Add-ons
Extras bought at checkout
One-time add-ons (extra language, social cuts, AI avatar setup) are refunded in full if we haven't started them. If a 24-hour rush isn't delivered on time, the rush fee is refunded. Recurring add-ons, such as extra monthly credits, follow the subscription rules above.
Enterprise
Enterprise agreements have their own cancellation and refund terms, set out in the agreement.
When we get it wrong
Outside the rules above, we refund the affected item if we fail to deliver what you paid for, or if a video still falls clearly short of professional standards after its revision rounds. Talk to us first; most problems are fixed faster with a revision.
How to ask for a refund
- Email [email protected] from the address you ordered with, with your receipt or order number and the reason.
- We reply within 3 business days.
- Approved refunds go back to your original payment method; banks usually show them within 5–10 business days.
Please contact us before disputing a charge with your bank; we can almost always sort it out faster directly.
Contact
[email protected] · +1 929 552 3638 · Full terms: Terms of Service
Video Explainers is a DBA of Infinisys LLC. Payments are processed by Stripe and refunds are issued by Infinisys LLC, which may appear as the merchant name on your statement.