1. Cancelling a subscription
Cancel whenever you like: open your profile and use Manage billing, which takes you to Stripe's billing portal. No notice period, no cancellation fee, no email required.
Cancellation takes effect at the end of the period you have already paid for. You keep your plan and its credit allowance until that date, and are not charged again. After it, the account drops to the Free plan — it is not deleted, and your episodes stay where they are.
2. Your 14-day right of withdrawal
As a consumer in the EU you have 14 days from the start of a distance contract to withdraw from it without giving a reason.
There is a specific rule for digital services, and it is worth understanding before you subscribe or buy a credit pack. Paid features or credits are available immediately, which means performance begins at once. By purchasing, you ask us to start straight away and acknowledge that you lose the right of withdrawal once the service has been fully performed. In practice we apply it like this:
- You have not spent any credits from the paid allowance or pack. Email us within 14 days of the charge and we refund it in full.
- You have spent some credits. We refund the part of the price corresponding to what you have not used, in proportion to the credits consumed.
- You have spent the whole allowance. The service has been performed, and no refund is due for that period.
To withdraw, write to [email protected] from the address on your account, saying that you are withdrawing. Any wording is fine. We refund to the original payment method within 14 days of receiving the request, using Stripe, at no cost to you.
3. Refunds outside the withdrawal period
Subscriptions are billed monthly in advance and credit packs are billed once. As a rule, a payment is not refundable once its credits or features have been used. That said, we will issue a refund where:
- the Service was substantially unavailable or broken for a significant part of that period;
- you were charged after cancelling, or charged twice;
- we terminated your account without cause, or withdrew the Service entirely;
- we changed the price, allowance, or credit costs to your disadvantage and you cancel before the change takes effect.
Ask at [email protected]. We reply within 14 days. None of this limits the rights the legal guarantee of conformity gives you under Italian and EU consumer law.
4. Credits are not money
Credits are a unit of metering, not a stored-value balance. They cannot be refunded for cash, transferred, or sold. Included plan credits reset each billing period and unused included credits expire; purchased top-up credits do not expire. A refund, where due, is always a refund of the price paid — never a payout of leftover credits.
5. Failed jobs are refunded automatically
Credits are reserved when a script or audio job is queued and only charged when it succeeds. If a job fails — a provider error, a timeout, a worker that dies mid-render — the reserved credits go back to your balance automatically, with nothing for you to do. You do not need to contact us for this, and it is not a refund of money.
Note that a job that succeeds but produces output you dislike has been performed. Rewriting a script or re-rendering audio costs credits, exactly as the pricing page describes.
6. Chargebacks
If something looks wrong on your statement, please write to us first — we can usually resolve it faster than a bank dispute. Raising a chargeback without contacting us may lead to the account being suspended until the dispute is settled.