Refund & Cancellation Policy

Summary

• Token packages are one-off purchases. There are no subscriptions and nothing to cancel.
• Unused paid Tokens can be refunded at any time.
• Tokens spent on a completed edit are not refunded.
• If an edit fails on our side, the Tokens are returned to your balance automatically.

This Policy is part of our Terms of Service.

Unused Tokens

1. You can ask for a refund of paid Tokens you have not used. The refund is calculated from the amount you actually paid for the package, in proportion to the unused Tokens from that purchase.
2. Tokens received as a bonus, through a promo code or a promotion are not refunded.
3. When your first purchase removes the watermark from your free trial video, that video becomes a paid edit: if you later ask for a refund of that purchase, its price in Tokens is deducted from the refund.
4. Payment provider fees that are not returned to us may be withheld from the refund, except where the law requires a full refund.

Used Tokens and failed edits

1. Tokens spent on an edit or revision that was completed and delivered are not refunded, including when the result does not meet your expectations: processing incurs costs regardless of the outcome.
2. If an edit or revision was not completed for a technical reason on our side, the Tokens are returned to your balance automatically.
3. If you ordered 4K and, for a technical reason, received 1080, the price difference is returned to your balance in Tokens.

14-day cancellation (EU, EEA, UK)

1. If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you may cancel a purchase within 14 days for a full refund, as long as you have not used any Tokens from it.
2. By using Tokens from a purchase, you ask us to start performance immediately and acknowledge that you lose the right to cancel for the used part. Unused Tokens remain refundable under section 2.

App Store purchases

1. Purchases made in the Brandly app for iOS are processed by Apple. Refunds for them are requested from Apple at reportaproblem.apple.com under Apple's rules.

How to request a refund

1. Email us at … from the email linked to your account, or write to our support in the Service. Tell us which purchase you want refunded.
2. We review requests within 5 business days. Approved refunds are sent to the original payment method; it may take 5–10 business days for the money to appear, depending on your bank.
3. Opening a payment dispute (chargeback) instead of contacting us may lead to suspension of your account while the dispute is reviewed.