Rotly Refund Policy

Version 1.0. Effective 2 September 2026.

This policy explains when a Rotly payment can be refunded and when it cannot. It is part of our Terms of Use and uses the same definitions. Read it before you subscribe, because subscribing means you accept it.

The short version

• Every generation spends real money the second it starts. GPU time is bought and burned per clip, and it is not recoverable once spent.
• Start one generation on a paid period and that period is delivered. It is not refundable after that. Not partly, not pro rata. One clip is not a sample of the week, it is the week.
• Apple and Google take the payment, not us. They run their own refund processes under their own rules, and that decision is theirs.
• A generation our system records as failed is refunded in credits, automatically. Credits are the only remedy we offer for a render that does not come out, and credits are never converted into money.
• Nothing here takes away a right your law gives you that you cannot waive. Section 10 says how that works.

1. Who actually takes your money

Rotly subscriptions are sold through the app stores. Apple is the seller for purchases made on iOS, and Google is the seller for purchases made on Android. Your card is charged by the store, not by us. We never see, hold, or touch your payment details, and we have no ability to reverse a store charge.

That has a hard consequence: a refund request sent to us is a request that we ask a store on your behalf, and nothing more. For App Store purchases we cannot issue, reverse, force, or promise a refund at all. Apple decides those itself at reportaproblem.apple.com. For Google Play we have a limited ability to refund the most recent billing period through our subscription tooling, and we use it only in the cases listed in section 4.

2. What you are actually buying

You are not buying clips, files, storage, or a number of finished videos. You are buying a period of access to the studio, delivered as a weekly credit allowance.

• Delivery is immediate and complete. The full allowance for the period is live on your account within seconds of the store confirming the purchase. There is no later delivery step that can fail, and nothing is held back.
• Credits are a metering unit, not money. They have no cash value, they are not property, and they cannot be transferred, sold, gifted, exchanged, banked, or converted into anything. Unused credits expire every Monday at 00:00 UTC and are never refundable in cash, under any circumstance, on any plan.
• The allowance is what you paid for, not the output. AI output varies by its nature. We say so in the app, in the Terms, and on this page, before you pay. Getting a clip you do not like is a normal, disclosed outcome of the product you bought, not a failure of delivery.

3. Immediate access, and what it costs you (EU and UK withdrawal right)

When you subscribe, you ask for access right away, and you get it right away.

If you are a consumer in the EEA or the UK, you normally have 14 days to withdraw from a distance contract. For digital content and digital services that right ends as soon as performance begins with your express prior consent and your acknowledgement that you lose it (Article 16(m) of Directive 2011/83/EU, and regulation 37 of the UK Consumer Contracts Regulations 2013).

Buying a subscription in Rotly is that express consent, and reading this section is that acknowledgement. In practice:

• If you have generated nothing at all on the paid period and you ask us within 14 days of the charge, performance has not begun in any meaningful way. Your withdrawal right stands, and we will back your request to the store.
• If you have started even one generation on the paid period, the withdrawal right is gone. Starting a render is the service performing. The GPU time is bought, the money is spent, and it cannot be unspent because you changed your mind afterwards.

A generation counts as started the moment we accept it and reserve credits for it, whether or not you watched it finish, saved it, liked it, or deleted it.

4. When we will support a refund request

This list is exhaustive. If your situation is not on it, the answer is no.

• Duplicate charge for the same period. The store billed you twice for one subscription period, and we can confirm the double entitlement from our records.
• Charged after a correct cancellation. You cancelled in your store settings before the cut-off, the store billed you anyway, and you did not use the period.
• Total failure of the service across the whole paid period. Not one of your generations completed, our own logs confirm the fault was on our side (not your device, not your network, not moderation, not a limit you hit), and you told us about it during that period rather than after it ended.
• A refund your local law requires us to grant. See section 10.

5. When we will not

These are examples rather than a closed list, and anything of the same kind is refused for the same reason.

• You generated at least one clip on the period. This is the main one, and it applies no matter how much of the allowance you left unused, how early in the period it was, or how the clip turned out.
• You do not like the output. The character looked off, the voice was not what you pictured, the script was weak, the cut was wrong, it was not funny. Generative output is variable by design and we promise no particular result.
• You expected something the app does not do, or you did not read what a format does before spending credits on it.
• You forgot to cancel, did not realise the subscription auto renewed, or did not use the period you paid for. An unused period is still a delivered period.
• You ran out of credits faster than you expected, or you hit a weekly limit on a particular format. Limits are shown in the app when you reach them.
• A prompt was refused by our content filter. Refused prompts cost you nothing: nothing is billed and no credits are spent, so there is nothing to refund.
• A single generation failed. That is refunded in credits automatically (section 6), and credits are the entire remedy.
• A clip disappeared from our server. Finished clips are a handover copy and are deleted from our server after about three days. The app saves your clip to your device on the result screen, and saving or re-saving it is yours to do.
• We suspended or terminated your account for breaking the Terms. Access ends immediately, the rest of the period is forfeited, and no part of it is refunded.
• You deleted the app or your Rotly account part way through a period, or changed device, store account, or country.
• Problems on your side: storage full, no network, an unsupported or modified device, an OS update, or a store account you lost access to.
• You found the price too high, saw a different price somewhere, or a promotion started after you bought. The price and the billing period are shown by the store on the paywall before you confirm.
• Someone else used your device or store account to buy. Unauthorised purchases are handled by Apple or Google, who hold the payment relationship and the family controls, not by us.

6. The credit remedy, which is the only one

When our system records a generation as failed and confirms our providers did not bill for it, we return its credits to your allowance automatically. You do not have to ask.

That is the whole remedy. Credit returns do not extend a billing period, do not survive the Monday reset, do not stack up, and are never paid out in money. If a render our providers already billed for comes back broken, the credits stay spent, because the money did.

7. How to ask anyway

• App Store (iOS): go to reportaproblem.apple.com and use Apple's process. We cannot issue, block, or overturn an Apple refund. If Apple asks us for facts about your account, we answer honestly.
• Google Play (Android): ask Google Play first. You can also write to us, and where your case is one of the four in section 4 we can refund the most recent Play period directly and revoke the entitlement with it.
• Either store: email [email protected] with the store you bought from, the email on your Rotly account, the date of the charge, and which case in section 4 you believe applies. We reply within five business days. A request that is not one of those four cases gets one reply: declined, with the reason.

Please do not send us screenshots of your card statement or your card number. We do not need them and we do not want them.

8. Goodwill, chargebacks, and abuse

Anything we grant outside section 4 is a one-off act of goodwill. It is not an admission, it is not a precedent, it creates no right for you or anyone else, and we may make it conditional on the account being closed.

Starting a chargeback or a payment dispute on a period you generated clips on is a breach of the Terms. We may suspend or terminate the account, refuse to sell you a subscription again, and defend the dispute with our generation records. The same applies to a pattern of store refunds followed by new subscriptions.

9. Cancelling, which is the actual remedy

If Rotly is not for you, cancel. That is what stops the money, and it works at any time.

• iOS: Settings, your name, Subscriptions, Rotly, Cancel Subscription.
• Android: Play Store, profile, Payments and subscriptions, Subscriptions, Rotly, Cancel.

Cancelling stops the next renewal. It does not refund the period you are in, and you keep access until that period ends. Cancel at least 24 hours before the period ends, because the store bills the renewal in that window. Deleting the app does not cancel a subscription, and neither does deleting your Rotly account.

The free tier costs nothing, so there is nothing to refund on it.

10. Rights you keep whatever this page says

This policy cannot remove rights your law gives you and does not let you sign away, and we are not trying to.

• EEA and UK consumers keep the legal guarantee of conformity for digital content and services. If the Service does not work as described, you have the remedies your law gives you (having it brought into conformity, then a price reduction or ending the contract), whatever section 5 says.
• Belgian consumers can contact the Consumer Mediation Service (Consumentenombudsdienst / Service de Mediation pour le Consommateur, consumerombudsman.be) for out-of-court resolution.
• Australian consumers keep the Australian Consumer Law guarantees, including a remedy for a major failure.
• Consumers elsewhere keep the mandatory consumer protections of their country.

Where a rule like that conflicts with this policy, the rule wins, to the extent it has to and no further. The rest of this policy stays in force.

11. Changes to this policy

We may update this policy. The version and effective date at the top change when we do, and material changes are announced in the app with reasonable notice. The version in force when you were charged is the one that governs that charge.

12. Contact

Mechkour Mohamed, Boterpotstraat 6, 8530 Harelbeke, Belgium

Enterprise number: 1027.830.212 (VAT: BE 1027.830.212)

[email protected]

This policy is written in English. If we provide translations for convenience, the English version prevails to the extent local law allows.