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Legal

Refund Policy

Effective October 14, 2026

A VidUp plan is paid at the start of each billing period, and that payment is final. We return money only in the three cases set out under "Exceptions", and only where our records support the claim. Stopping future payments is entirely in your hands from the billing page in your account.

What a plan buys

Each plan is a recurring monthly or yearly subscription to the VidUp platform, with the number of finished videos per month, the resolution and the features shown on the pricing page. The allowance is available in full from the first day of the period and renews with the next one. It does not roll over, and the fee is the same whether you render every video in your allowance or none.

By subscribing you ask us to start the service immediately and accept that any statutory right of withdrawal or cooling-off period ends once the service has begun.

Not a reason for a refund

  • You changed your mind or no longer need videos.
  • You rendered few or no videos in a paid period.
  • You did not like a voiceover, a caption style, a footage choice or the music. AI output varies with the script or article you provide, and you can edit and regenerate within your allowance.
  • A source URL that could not be read, or a script too short or unclear to build a video from.
  • A platform you posted to rejected or limited a video.
  • A renewal you forgot to cancel, or a cancellation made right after one.
  • A renewal collected after earlier card attempts failed (see below).
  • Thinking a plan was a single payment. Plans renew, as the pricing page, the checkout and the confirmation email state.
  • Buying the wrong plan or billing term.
  • A feature you expected that the pricing page does not list.
  • The rest of a period after cancelling. Access lasts until the paid period ends and is never pro-rated.
  • Someone else using your account with your login.

Exceptions

  • Double charge. Our billing took two payments for the same period by mistake.
  • Unauthorised charge, proven. Your card was used without your consent, you report it within 14 days of the charge, and our records and our payment operator's records confirm it. We may ask you to show that you have reported it to your card issuer.
  • Platform completely down. A confirmed fault on our side made VidUp impossible to use for a continuous period, you told us while it was happening, and we could not fix it. Slow rendering, one failed render and issues with your own browser or connection are not included.

A refund under these exceptions is limited to what you paid for the affected period, is returned to the original card only, and is our full liability for that charge. One refund does not create a right to another.

Renewals and cancelling

Plans renew automatically until cancelled. You can cancel from your billing page at any time without contacting us. Cancelling stops all future renewals at once and keeps your account and videos available until the paid period ends. It does not reverse a payment already taken.

When a new period begins, its allowance is in place and its payment is due. If your card declines, the payment remains due and our payment operator retries it over the following days. Each retry collects the same invoice and is not a second charge. Cancelling while the retries run stops later renewals, but the payment for the current period remains owed and is not refunded once collected. To avoid the next period, cancel before the renewal date on your billing page.

Requesting a refund

Email [email protected] from the address on your VidUp account within 14 days of the charge, with the date, the amount and the exception that applies. Requests from another address or after 14 days are not considered, and declined requests are not reopened.

Opening a chargeback without writing to us first breaches our Terms of Service and results in the account being closed permanently.

Records we keep

Creating an account means accepting our Terms of Service, which include this policy and our Privacy Policy. Before payment the checkout shows the plan, the price, the billing period and automatic renewal, and the confirmation email repeats them.

For each subscription we keep the purchase time, the plan and price shown, your acceptance of the terms, the emails we sent, renewal notices and the account activity log (sign-ins, scripts and URLs submitted, videos rendered and downloaded, with technical details recorded alongside). Our payment operator keeps its own record of every transaction, including the card's country of issue, where the payment came from and the result of bank authentication such as 3D Secure. We assess unauthorised-charge claims against these records and give them to the bank if a chargeback is opened.

Earlier purchases

Payments made before October 14, 2026 stay under the terms in force when they were made.