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Refund Policy

Refund policy for Renderly's credit-based video generation platform.

Refund Policy

Last updated: November 01, 2025

At Renderly, we're committed to providing reliable, enterprise-grade video generation services. Our refund policy is designed to be fair and transparent while reflecting the nature of our credit-based, consumption-driven platform.

Credit-Based Billing Model

Renderly operates on a credit-based system where:

  • 1 Credit = 1 minute of 1080p video rendering
  • Credits are consumed only upon successful video generation
  • Failed renders do not consume credits
  • Credits have no expiration date and remain in your account

When Refunds Are Issued

Technical Service Failures

We will issue refunds when technical issues on our platform prevent you from using your purchased credits:

✅ Platform Downtime: Extended service outages exceeding our SLA commitments
✅ Systematic Rendering Failures: Widespread technical issues affecting video generation
✅ API Unavailability: Service disruptions preventing API access for extended periods
✅ Infrastructure Problems: Server issues, database failures, or networking problems on our end
✅ Billing Errors: Incorrect credit deductions or double charges due to system errors

SLA Violations

For enterprise customers with Service Level Agreements:

  • Uptime SLA Breaches: Refunds based on SLA credit calculations
  • Performance SLA Violations: Compensation for sustained performance degradation
  • Support SLA Failures: Credits for delayed response times below agreed levels

When Refunds Are NOT Issued

Refunds will not be provided for:

❌ Content-Related Issues: Problems with your input media, templates, or content
❌ User Configuration Errors: Incorrect API usage, malformed requests, or template errors
❌ Third-Party Limitations: Issues with your CDN, storage, or external integrations
❌ Change of Business Requirements: Deciding you no longer need the service
❌ Unused Credits: Simply having remaining credits in your account
❌ Volume Discounts: Wanting to change from a committed volume plan
❌ Integration Challenges: Difficulty integrating with our API or platform

Refund Process

Standard Refund Requests

  1. Contact Support: Email support@renderly.video within 30 days of the issue
  2. Provide Details: Include account information, credit purchase dates, and issue description
  3. Technical Review: Our team will investigate the technical aspects of your request
  4. Resolution: We'll respond within 2 business days with our decision

Enterprise Customer Process

  1. Account Manager: Contact your dedicated account manager directly
  2. Escalation Path: Technical issues escalated to engineering team within 4 hours
  3. SLA Review: Formal SLA compliance review and credit calculation
  4. Executive Review: Complex cases reviewed by senior leadership

Types of Refunds

Credit Refunds

  • Platform Credits: Additional credits added to your account for service issues
  • Preferred Method: Fastest resolution and immediate availability for use
  • No Expiration: Refund credits have the same no-expiration policy

Monetary Refunds

  • Cash Refunds: Returned to original payment method
  • Processing Time: 5-10 business days depending on payment provider
  • Conditions: Available for significant service failures or billing errors
  • Enterprise: Custom refund terms may apply per agreement

Service Credits

  • Future Billing: Applied as credits against future invoice charges
  • Enterprise Plans: Automatic application to next billing cycle
  • Volume Customers: Proportional adjustments to committed spend

Enterprise-Specific Terms

Volume Commitment Refunds

  • Prepaid Credits: Pro-rated refunds for unused portions of annual commitments
  • Minimum Spend: Adjustments for SLA breaches affecting minimum spend requirements
  • Contract Termination: Early termination refunds based on contract terms

Custom Agreements

  • Negotiated Terms: Enterprise customers may have custom refund provisions
  • SLA Penalties: Automatic credits for specific SLA violations
  • Performance Guarantees: Refunds tied to specific performance metrics

Disputed Charges

Credit Card Disputes

  • Work Together: Contact us before initiating chargebacks
  • Documentation: We'll provide usage reports and technical evidence
  • Resolution: Most disputes resolved through direct communication

Billing Questions

  • Transparent Reporting: Detailed usage reports available in dashboard
  • Audit Trail: Complete record of credit purchases and consumption
  • Account Review: Technical support can review any billing concerns

Prevention and Support

Avoiding Issues

  • API Testing: Use our sandbox environment for integration testing
  • Template Validation: Test templates before high-volume deployment
  • Monitoring: Set up webhooks and alerts for failed renders
  • Best Practices: Follow our integration guidelines and rate limiting

Proactive Support

  • Health Monitoring: We monitor your account for unusual patterns
  • Early Warning: Notifications for potential issues before they impact production
  • Technical Review: Periodic account reviews for enterprise customers
  • Optimization: Recommendations to improve success rates and reduce costs

Fair Use Policy

Our refund policy assumes:

  • Legitimate Business Use: Credits used for genuine video generation needs
  • Reasonable Expectations: Understanding of technical limitations and dependencies
  • Good Faith: Honest reporting of issues and cooperation in resolution
  • API Compliance: Following our Terms of Service and usage guidelines

Processing Timeline

Standard Requests

  • Initial Response: Within 24 hours during business days
  • Technical Review: 1-3 business days for investigation
  • Resolution: Decision and processing within 5 business days
  • Credit Refunds: Immediate upon approval

Enterprise Requests

  • Immediate Acknowledgment: Within 2 hours during business hours
  • Account Manager Engagement: Same day escalation
  • Technical Review: Priority investigation with dedicated resources
  • Executive Review: 24-48 hours for complex cases

Contact Information

Our Commitment

We stand behind our platform and want you to succeed with Renderly. While we maintain strict policies to ensure fairness, we're always willing to work with customers experiencing genuine technical issues or service problems.

Our goal is your success with video generation at scale! 🚀

By purchasing credits on Renderly, you acknowledge that you have read, understood, and agree to this Refund Policy.