Principle
Encre Vive sells credits (a digital good) used to generate animation videos. Our refund policy is as follows.
1. Free credits
Free credits (granted on sign-up) are non-refundable, as they correspond to no payment.
2. Purchased and unused credits
Purchased but unused credits are refundable on request within 14 days of purchase. The refund is calculated pro rata to the remaining unused credits.
3. Already-used credits
Credits that have already been used (video generated) are non-refundable: the digital good has been delivered and consumed.
Exception: if a generation fails for a technical reason on our side, the credit is automatically re-credited to your account, with no action required from you.
4. Procedure
For any request, email support@encrevive.com with your account email address and the order reference. We reply within 3 business days.
5. Processing by Lemon Squeezy
As payments are handled by Lemon Squeezy (Merchant of Record), refunds may be instructed or carried out by Lemon Squeezy. Refunds are issued to the original payment method.