Legal

Refund Policy

Last updated: August 10, 2026 · Questions about a purchase? We're here to help — reach out before going to your bank.

1. Our Commitment

We want every film to be something you're proud of. If something went wrong on our end, we will make it right. All refund requests are reviewed personally — we treat every case with fairness and common sense.

2. How Pricing Works

snapshots.cloud charges $2.50 per photo or video element, with 1–15 elements per film. You are charged once when you submit your film for rendering. There are no subscriptions, no credit wallets, and no recurring charges.

3. Technical Failures — Automatic Refund

If your film fails to render due to a platform or pipeline error — not due to content that violates our policies — your payment will be automatically refunded in full. You do not need to contact us; this is handled by our system. If you believe an automatic refund did not process correctly, email us within 30 days and we will resolve it manually.

4. Quality Concerns

AI-generated content is inherently variable in style and output. If you have a genuine concern about the quality of a delivered film, contact us at hello@snapshots.cloud within 14 days of delivery. We review every request individually and will work with you to find a fair resolution, which may include a partial or full refund at our discretion.

Please note: refunds are not issued solely because AI output did not match a specific aesthetic preference. We assess each request based on whether the delivered film reasonably reflects the photos submitted and the service described.

5. Billing Errors

If you were charged an incorrect amount, charged twice, or charged for something you did not authorise, contact us within 30 days of the charge. We will investigate promptly and issue a full refund to your original payment method if a billing error is confirmed.

6. When We Do Not Refund

• Completed and delivered films — films that have been successfully rendered and delivered to your account are generally non-refundable, except as described in Sections 3, 4, and 5 above.
• Aesthetic preference — we cannot offer refunds because a film's style, music, or pacing did not match a personal preference not communicated at the time of submission.
• Policy violations — films that failed or were removed because uploaded content violated our Terms of Service or Acceptable Use Policy are not eligible for refund.
• Account termination for violations — if your account is terminated for policy violations, purchases associated with the violation are not refundable.
• Requests outside the 14-day window — quality concern requests submitted more than 14 days after delivery will not be processed. Billing error requests have a 30-day window.

7. Chargebacks

We strongly encourage you to contact us before initiating a chargeback with your bank or card issuer. Most issues can be resolved quickly and directly. Chargebacks are disruptive and may result in your account being suspended pending investigation.

If a chargeback is filed for a purchase that we determine was legitimate and fulfilled in accordance with our terms, we reserve the right to suspend or terminate the associated account.

8. How to Request a Refund

Email us at hello@snapshots.cloud with:

• Your account username or registered email address
• The date of purchase and film project name
• A description of the issue
• Your Stripe payment reference if available (found in your Stripe receipt email)

We aim to respond to all refund requests within 5 business days. Approved refunds are returned to your original payment method and typically appear within 5–10 business days depending on your bank or card issuer.

9. Legal Rights

Where applicable law grants you refund rights that supersede this policy, we will comply. This policy does not limit any statutory rights you may have under the consumer protection laws of your jurisdiction.

10. Questions

Billing or refund questions? hello@snapshots.cloud
We respond to billing enquiries within 5 business days.