Refund & Cancellation Policy

This Refund and Cancellation Policy outlines the conditions under which refunds, credit restorations, and subscription cancellations are processed for services provided by Motion Studio.

All payments, subscriptions, and one-time credit top-up packs on Motion Studio are securely processed and fulfilled by Creem (creem.io), our authorized merchant of record and payment processing partner.

Motion Studio provides digital generative AI video production services powered by dedicated high-performance GPU clusters.

When you generate storyboard scenes, synthesize reference frames, or render finalized video cuts, substantial hardware and computational resources are immediately consumed in real time.

Consequently, all digital credits that have been successfully expended on completed generation jobs are strictly non-refundable.

Immediate Electronic Delivery: Motion Studio provides pure digital cloud-based AI creative SaaS services. Upon successful authorization and confirmation of payment via Creem, purchased credits and subscription tier entitlements are provisioned to your account immediately (typically within seconds).

Workspace Access & Asset Delivery: All video creations, reference frames, and multi-language voiceover outputs are synthesized and delivered directly within your authenticated web studio workspace. Users can view, manage, and download full-resolution MP4 video assets and high-definition PNG/JPEG image assets directly to their local devices at any time while the account remains active.

Delivery Issues & Fulfillment Support: If you experience any delay in credit replenishment following a successful Creem transaction, please verify your network connection and refresh your browser. In the rare event that credits are not credited within ten (10) minutes due to webhook latency, our automated reconciliation service or manual support team will credit the allocation within 24 hours of notification at [email protected].

We are committed to fair billing. When initiating video rendering or frame synthesis, the estimated credit cost is reserved temporarily. If a generation job fails due to server outages, queue drops, or third-party AI provider interruptions, our system automatically releases and restores your reserved credits immediately.

If you experience an unrecorded error where credits were deducted but the corresponding video media was corrupted or inaccessible, please notify us within seven (7) business days via in-app feedback or email. Upon verification of server logs, we will restore the corresponding credit allocation without delay.

Self-Serve Cancellation: You may cancel recurring monthly or annual subscriptions at any time with immediate effect on auto-renewal. Cancellations can be performed directly in your account under Studio Settings → Billing & Plan, or via the self-serve Creem customer portal.

Active Period Access: Upon cancelling, your subscription will not renew for subsequent billing cycles. You retain full access to your plan tier benefits, priority rendering queue, and remaining monthly credit balance until the end of your current paid billing period.

No Prorated Mid-Term Refunds: We do not issue prorated cash refunds for unused days within an active monthly or annual billing period.

Under the European Union Consumer Rights Directive (2011/83/EU) and equivalent international digital consumer protection laws, consumers generally enjoy a 14-day right of withdrawal for online purchases.

However, in accordance with applicable statutory provisions governing digital services and immediate performance contracts, by purchasing credits and immediately dispatching an AI video rendering request, you expressly acknowledge and agree that digital delivery begins immediately, and you waive your statutory right of withdrawal once service performance has commenced.

We take customer satisfaction and billing transparency seriously. If you notice an unrecognized charge or suspect unauthorized account activity, we strongly request that you contact our support team first before initiating a bank dispute or chargeback.

Bank chargebacks can freeze account access and result in administrative fees. Our support team can quickly review server telemetry, issue prompt credits or refunds where justified, and resolve billing inquiries amicably.

To submit a refund inquiry, report a technical failure, or request billing assistance, please reach out through either of the following official channels:

• In-App Feedback: Open the Contact & Feedback modal from your user workspace or the bottom website footer.
• Direct Email: Write to [email protected] with your registered account email, Creem order/invoice ID, and a brief description of the issue.