A failed render is always free
This is automatic and you do not have to ask. Credits are held against your balance when a render starts and settled against its real runtime when it finishes. If the render fails, the entire hold is released — the failure costs you nothing.
If a render finishes faster than the estimate, the difference is returned to your balance in the same way. You are never charged more than the estimate you were shown before you started.
If you can see a failed render that still appears to have cost credits, that is a bug and we want to know: support@motionknit.com.
A render you are not happy with
A render that completed but did not give you what you wanted is not automatically refunded, because the compute was genuinely spent. But the output is an editable timeline — swapping a shot or retiming a beat costs no credits at all, and that is usually the faster fix.
If the output is plainly broken rather than merely not to taste — the wrong script, blank shots, corrupted audio, captions out of sync with your voiceover — tell us and we will return the credits. Send the project link.
Refunds on money you have paid
Unused credits: if you bought credits and have not spent them, ask within 14 days of the purchase and we will refund them to the original payment method.
Partly used: we will refund the unused proportion within the same 14 days, at the rate you paid.
Subscriptions: cancel any time and the plan runs to the end of the period you have paid for; credits already granted stay on the account. We do not pro-rate an unused part of a month, but if you were charged for a renewal you did not intend and have not used it, tell us within 14 days and we will refund it.
If the Service was unavailable for a sustained period and you could not render, ask and we will make it right.
Your statutory rights
If you buy as a consumer, your local law may give you a cancellation or cooling-off right that is stronger than anything above. Nothing in this policy reduces it. Where a statutory right and this policy differ, the statutory right applies.
How to ask
Email support@motionknit.com from the address on the account, with the order or project it concerns. A person reads it. We aim to answer within two business days and to process an agreed refund within five.
Refunds go back to the original payment method. How long your bank takes after that is out of our hands, but it is usually a few working days.
Abuse
We may decline a refund where an account is being used to obtain free output repeatedly — rendering, refunding and re-rendering — or where these terms are being breached. This is not aimed at anyone acting in good faith, and if you are unsure whether something counts, ask first.