Refund policy
Cue the Tape sells packs of video credits. This policy says when a pack can be refunded.
Unused packs
You can ask for a full refund of a pack within 14 days of buying it, as long as none of its credits have been used. We refund to the original payment method through Paddle, our merchant of record. Refunds usually appear within 5 to 10 business days, depending on your bank.
Used packs
Once a credit from a pack has been used to unlock a video, the pack is not refundable. The remaining credits stay on your account for later videos.
Closed accounts
The same rules apply when an account is closed, whether you close it or we do: a pack bought within the last 14 days with no credit used is refunded in full; other credits are not.
What never costs a credit
- A generation that fails or is stopped by us. The credit stays on your account.
- The two free preview videos every account gets.
- Editing words, positions, timing or sound in a video you have already unlocked.
If something goes wrong
If an unlocked video did not come out as it should and redoing scenes does not fix it, write to us within 14 days of the unlock. We will put things right or return the credit, at our discretion.
Chargebacks
Please contact us before disputing a charge with your bank. Most problems are faster to solve directly.
Contact
Email [email protected] with the email address on your account and, for a refund, the purchase date. Refund requests are handled within 3 business days.