Refund policy

Auto-renewal and cancelling

• Plans renew automatically every month or every 3 months, at the price shown at checkout, until you cancel.
• Cancel anytime in the app: Plan & billing → Manage subscription. No email or call needed.
• Cancelling takes effect at the end of the period you've paid for. You keep full access until then, and nothing renews after it.
• If your credit balance is below zero when your plan ends, we charge the card on file for what's owed, at your plan's price per video.

Subscriptions

• Subscription payments aren't refundable, except where the law requires it. That includes the month or quarter you're in, even if you use TurboUGC less than you planned.
• A quarter is paid up front and isn't refunded part-way through. You keep access until it ends.
• Changing plans. An upgrade applies straight away, and the difference for the rest of the period is charged then. A downgrade, or a switch between monthly and quarterly, applies at the end of the current period. We don't refund the difference for the rest of a period.

Purchased credits

• Purchased credits aren't refundable, spent or not, except where the law requires it.
• They never expire. They stay on your account after a plan ends, and you can keep using them on Editing only.
• Free credits are always used before purchased ones, so purchased credits are the last to go.

When you get credits back

• Cancelled tickets. Cancel a ticket before an editor is assigned to it and all its credits go back to you. Once an editor is assigned, it can't be cancelled.
• Corrections. If an editor corrects how a ticket was filed and you dispute it within 48 hours, the extra credits come back if we agree with you.
• An editor leaves. If an editor leaves while one of your revisions is open, you can choose a refund of those videos in credits instead of a re-edit.
• Late first versions. The first version of every video is due within 24 hours of reaching our editors (the clock pauses while it's on hold with you). If it's late, the credits for those videos come back automatically. Revisions don't have a set deadline.
• Credits go back to where they came from (free or purchased). You get credits back, not money.

Free credits

• Welcome credits: 5, once per account, with your first paid Plus or Max payment.
• Quarterly free credits: 20 on Plus and 30 on Max, at the start of each quarter, on quarterly billing only.
• Free and goodwill credits have no cash value. They can't be refunded, exchanged for money or moved to another account.
• They never expire. They stay on your account through plan changes and after a plan ends.

Exceptions

If something has gone badly wrong on our side, write to us. We may make an exception at our discretion; that doesn't change this policy for anyone else.

Refunds we make, and chargebacks

• If something looks wrong on your statement, please contact us before you go to your bank. We can usually sort it out faster than a dispute.
• If a payment is refunded, or a chargeback on it goes against us, any credits that payment brought are taken back, even if that takes your balance below zero.
• If it was the payment for your current plan period, the plan ends straight away.

Questions about a charge

Email support@turbougc.app, or send a message from the Support page in the app, from the account that paid. Tell us what the charge is and roughly when you paid. We reply within 2 business days. If we do approve a refund, it goes back to the card or account you paid with, and your bank can take 5 to 10 business days to show it.

Changes to this policy

We may update this policy. The version in force when you paid is the one that applies to that payment.