Refund Policy
Last updated: 2026-06-15
1. Our payment processor
Payments for Nuovid are processed by Paddle.com, our Merchant of Record. When you buy a subscription, Paddle is the seller of record and handles billing, tax, and refunds on our behalf. Refund requests are honored under this policy and Paddle's own buyer refund terms.
2. 14-day right to a refund
For one-off purchases and the first payment of a new subscription, you have a 14-day right to a full refund from the date of the transaction, in line with consumer law and Paddle's buyer terms. Just contact us within 14 days and we'll arrange it.
3. Technical failures are always refunded
If a generation fails for a technical reason on our side or the provider's (the video never completes, or returns an error), the credits for that generation are automatically refundedto your balance. You are never charged for a video we fail to deliver. If you believe a failed generation wasn't refunded, email us and we'll fix it.
4. Subscription renewals
Subscriptions renew monthly until you cancel. You can cancel anytime from your account page via the self-serve customer portal — cancellation stops future renewals and you keep access until the end of the paid period. Renewal payments (i.e. months after the first) are generally non-refundable once the new period's credits have been issued, except where required by law or in cases of clear error.
5. Used credits
Because credits unlock immediate, consumable AI generation, credits that have already been spent on completed videos are not refundable. Unused credits remaining on a paid plan are covered by the 14-day window above.
6. How to request a refund
Email support@nuovid.com with the email on your account and a short note about the charge. We review every request on a case-by-case basis and aim to respond within 3 business days. Refunds are returned to your original payment method by Paddle.
7. Contact
Questions about a charge or this policy? Reach us at support@nuovid.com.