When a product credit is restored
A credit is restored when an operation was charged but did not deliver a usable result because of a verified Brilyze service error. This includes a processing failure after the service accepted the operation.
- A file rejected by safety or format checks is not analysed and should not consume a credit.
- A duplicate request blocked before processing should not consume a second credit.
- A user-cancelled or abandoned operation is reviewed according to whether compute-intensive processing had already begun.
- Dissatisfaction with a valid analysis does not automatically mean a service failure, but support will review specific accuracy or delivery problems.
Automatic restoration should appear in the account balance. If it does not, contact support with the date, workspace and operation type; do not send the original video by email.
What will apply when paid billing launches
Before any purchase, Brilyze will show the total price, taxes where applicable, what is included, the billing period, whether the plan renews, how to cancel and any relevant expiry rule for credits. No paid policy becomes effective merely because it appears here; checkout must also present the applicable commercial terms.
This policy never removes rights that consumer law gives you. If a local mandatory rule is more favourable, that rule applies.
Cancelling a recurring plan
Once subscriptions are enabled, you will be able to turn off renewal through your account or the cancellation method displayed at checkout. Cancellation will stop the next renewal; access normally continues until the end of the period already paid for unless you request an earlier end or the law requires a different result.
We will not impose a hidden cancellation charge or require a longer notice period than was clearly disclosed before purchase. Closing an account is separate from cancelling a subscription; where billing is active, the product will make that distinction clear.
Consumer cooling-off rights
If you buy online as a consumer, you may have a legal period—commonly 14 days in the UK—to cancel a distance contract. The exact right depends on your location and whether the purchase is treated as a service or digital content.
If you expressly ask Brilyze to begin a service during a statutory cancellation period, the law may allow a reasonable deduction for the service already supplied. For digital content delivered immediately, any loss of the cancellation right will apply only where the legal conditions are met, including clear information and your express acknowledgement. These choices will be presented at checkout, not assumed.
Faulty, unavailable or misdescribed service
If paid Brilyze functionality is not provided with reasonable care and skill, does not match its description, or cannot be supplied within the agreed time, contact us. Depending on the circumstances and applicable law, the remedy may be re-performance, restored credits, a proportionate price reduction or a refund.
A temporary interruption does not always justify a full refund, particularly where service is restored promptly and the paid entitlement remains usable. We assess the duration, impact, affected feature and any alternative remedy.
Cases we will review for a refund
We will review refund requests involving a duplicate charge for the same purchase, a charge made after a cancellation took effect or an unauthorised charge, subject to the necessary account and payment-security checks. We will also consider cases where Brilyze cannot provide or reasonably remedy a material paid feature, where a purchase made in error is reported promptly before meaningful use and a refund is fair and permitted, or where a valid statutory cancellation or consumer-rights claim applies.
Cases that are normally not refundable
A refund is not normally available for credits or subscription time that have already been used successfully, a creator’s decision not to use a valid result, disappointment with audience performance or a failure to cancel before a clearly disclosed renewal. The same generally applies when access is lost because of serious misuse, prohibited content or a material breach of the Terms, and to exchange-rate differences, bank charges or taxes controlled by third parties.
These examples are not absolute exclusions. A statutory right, an exceptional circumstance or another mandatory legal protection will always be considered and will not be denied by this policy.
How to request a review
Email [email protected] from the address on your account. Include the charge date, amount, plan, payment reference if available, and a short explanation. Do not email passwords, verification codes, full card details or uploaded media.
We may ask for enough information to verify the account and transaction. We aim to acknowledge a complete request within two business days and communicate a decision without undue delay.
How approved refunds are returned
An approved refund is sent to the original payment method unless the law requires another method. Brilyze will initiate it promptly and within any applicable legal deadline. Your bank or payment provider may take additional time to display the funds.
Where only part of a paid period or bundle was affected, a proportionate refund or replacement credit may be the fair remedy. We will explain the calculation.