Refunds and credits

1. Credits

• Credits pay for operations (videos, translations, format variants, re-renders, 4K, assistant messages). Prices in credits are the same on every plan; the plan changes what a credit costs you: €0.01 at the Starter rate, 10% less on Pro and 20% less on Premium.
• Plans add credits every month (Starter 3,000, Pro 11,000, Premium 37,500); subscribers can buy top-up packs. Unused credits roll over and don't expire while your account is open.
• Credits have no cash value and can't be transferred between accounts.
• Operations that cost 0 credits: website analysis (limited per day), storyboard edits, and low-resolution previews.

2. Estimate, confirm, hold, pay what's used

1. Estimate. Every paid operation shows its price in credits before you confirm (in the app, in the assistant, and through the MCP server's estimate tools).
2. Hold. When you confirm, the estimate is held: it leaves your available balance but isn't spent. Each video of a batch has its own hold.
3. Consume. Each finished step consumes its share of the hold.
4. Release. When the job ends, whatever wasn't consumed returns to your balance. Your history shows held, consumed, released and refunded credits.

The price is fixed on the length you choose: videos, translations and format variants shorter than 15 seconds are billed as 15 seconds. If you edit a storyboard in a way that changes the price (a longer script, more scenes), you see the new estimate and approve it before production continues; nothing is charged above an estimate you didn't approve.

3. Cancelling a job

You can cancel a video while it is queued, waiting for your storyboard approval, or in production. You pay only for the steps already finished; the rest of the hold is released. A new video's estimate is consumed step by step: the storyboard step takes at least 10% of it (more on short videos, where writing the storyboard weighs more), then voice-over, music, render and delivery share the rest.

Example: a 30-second Studio video is estimated at 240 credits. Cancelled at the storyboard review, it costs 36 credits; cancelled after the voice-over, it costs 81 credits (€0.81 at the Starter rate) and 159 credits are released.

4. Failures on our side are refunded

If a job fails because of us (a provider outage, a render crash, a failed automatic quality check, an internal error, or a job that keeps failing after our retries), the credits it consumed are refunded automatically and the rest of the hold is released: you pay nothing for that attempt. You can retry from the same place; the retry is charged again only for the attempt that delivers the video.

When the stop is caused on your side (you cancel, your input is invalid, or the content breaks the content policy), finished steps stay charged and the unused hold is released.

5. If you don't like the result

Storyboard approval exists so you can fix the script for free before anything is produced. After rendering, small changes through the assistant are cheap or free and shown with their price; a re-render after free edits costs 1 credit per second. If a delivered video is clearly broken (garbled audio, missing scenes, a render defect), email hello@pitchboom.io with its link: when the defect is on our side, we re-render it at no cost.

6. Your 14-day right of withdrawal

If you are a consumer in the European Union, you can withdraw from a purchase (your first subscription payment or a top-up pack) within 14 days of buying it, without giving a reason, by emailing hello@pitchboom.io with the email address of your account. We refund the payment within 14 days, to the same payment method, and remove the credits it added.

Credits are digital content supplied at once: they are on your balance as soon as the payment goes through, and using them starts the service. At checkout you expressly ask us to supply them immediately and you acknowledge that you lose your right of withdrawal once you use them. So the right of withdrawal applies as long as you have not used any credits from that purchase (no video, translation, format variant, re-render, 4K export or assistant message charged to them). Once you have, the purchase can no longer be withdrawn; the rest of this policy (refunds of failures on our side, cancellations) still applies.

Monthly renewals of a subscription you keep are not a new purchase with a withdrawal period: cancel before the renewal date to stop them.

7. Subscriptions and top-up packs

• You can cancel your subscription at any time; it stays active until the end of the paid month and is not renewed. Credits already granted stay on your balance.
• Apart from the withdrawal right above, monthly fees for a started period and top-up packs are not refunded, except where the law requires it or if we charged you by mistake. Unused credits don't expire while your account is open, so they stay available for later.
• If a payment is refunded or disputed, the credits it added are removed from your balance (up to your available balance).
• Questions about a charge: hello@pitchboom.io.