Refund Policy

This page explains when you get your money or credits back. It matches the refund section of the terms of service. Current prices and credit amounts are on the pricing page.

What you pay for

Generating animations costs credits, and the cost is shown before you generate. Credits come from one-time credit packs or from a monthly plan. Payments are taken by card through our merchant of record (Waffo Pancake or Creem, as shown at checkout), which acts as the reseller and handles tax and invoicing; its buyer terms also apply to your purchase.

Automatic refunds of credits

You do not need to ask for these. The credits go back to your balance on their own:

• A generation where every variation fails. Each generation makes 4 variations. If all of them fail, the whole charge is refunded automatically.
• A rejected prompt. These are stopped before anything is charged, so there is nothing to refund.
• A free preview (1 a day when it is switched on) costs no credits, so there is nothing to refund either.

No partial refunds

Generation costs us money the moment it starts. If at least one variation of a generation finishes, the generation counts as delivered, and the credits spent on it are not refunded, in whole or in part, except where the law where you live requires otherwise. If you want a different take, a new try costs credits again.

Content that we remove after review is the one exception: email us the link and we refund the credits.

Refunding a purchase

A credit pack, or a monthly plan charge (the first charge or a renewal), can be refunded in full when both of these are true:

• you ask within 7 days of the purchase, and
• you have downloaded 3 animation files or fewer in that time.

Every file you download from your own generations or from the public gallery counts as one download. Downloads from the free library do not count, because they are free and are not part of what you paid for. A refunded purchase's credits are removed from your balance.

Credit packs

Credit packs never expire.

Monthly plans

• Cancel any time from Settings → Billing, without contacting us. Cancelling stops the next renewal; you keep your remaining credits until the end of the billing month you already paid for. We do not prorate a cancellation mid-period.
• Credits expire at the end of each billing month and do not roll over, so use them before the period ends.

Your statutory rights

If consumer law where you live gives you a right of withdrawal, for example the 14-day right in the EU and the UK, nothing on this page limits it. By using credits before that period ends you ask us to start delivering the digital service immediately, and you acknowledge that the withdrawal right may no longer apply to the part already used.

How to ask for a refund

Email support@mocapgen.com from the address on your account, with the order number from Settings → Orders. We reply within two business days and, where a refund is due, send it back through the original payment method. Card refunds can take several business days to appear, depending on your bank.

Chargebacks

Please write to us first. We would rather fix a problem than have you dispute the charge, and we answer refund requests quickly.