1. Subscription purchases
You may request a refund of a new subscription payment within 14 calendar days of the subscription start date.
- If you have used zero credits issued for that subscription during the 14-day period, you are eligible for a full refund of that subscription payment.
- If you have used some of the credits issued for that subscription during the 14-day period, you are eligible for a pro-rated refund for the unused portion of that purchased allocation. The calculation is: subscription amount paid multiplied by unused subscription credits from that allocation, divided by total credits issued for that allocation.
- If all credits issued for the subscription have been used, no subscription payment refund is available under this 14-day policy.
After 14 days, a subscription payment is not refundable solely because you cancel or no longer need the service, except where required by law or for a verified billing error such as a duplicate or incorrect charge.
2. Cancellation and renewal
Subscriptions renew automatically according to the billing cycle selected at checkout unless cancelled before renewal. You can cancel from your billing settings through the Lemon Squeezy customer portal. Cancellation stops future renewals at the end of the current paid period; it does not itself create a refund.
After cancellation, top-up credits remain available and never expire. Subscription credits and any rollover remain available only according to their existing expiry schedule: unused subscription credits roll over for up to two months after the billing period in which they were issued.
3. Top-up credit purchases
- A top-up purchase is eligible for a full refund if you request the refund before any credits from that top-up purchase have been spent.
- Once any credits from that specific top-up purchase have been used, that top-up purchase is non-refundable.
- Top-up credits that are not refunded remain in your ClipSyncro account and do not expire.
ClipSyncro spends expiring balances before top-up credits where possible, and the account ledger is used to determine whether any credits from a refunded top-up have been spent.
4. Failed renders and returned credits
When a generation job fails because of a confirmed ClipSyncro system error, the appropriate remedy is a return of the credits charged for the failed work to your ClipSyncro credit balance rather than a cash refund of an unrelated subscription or top-up.
Video render failures: failed video jobs are presently reviewed by support. Email support@clipsyncro.com with the job ID; if the failure was caused by our system, the charged credits will be returned to the balance they came from.
Thumbnail generation failures: when a thumbnail job fails in full, or individual thumbnail variations fail, the system may automatically return the corresponding unused or failed-generation credits to your balance.
A job you cancel after it begins, an invalid or rights-infringing submission, repeated unsuitable input, or dissatisfaction with a successfully delivered output does not qualify for an automatic credit return. You may still contact support with details for review.
5. How to request a payment refund
Email support@clipsyncro.com with the subject line Refund request. Include:
- the email address used for your ClipSyncro account;
- your Lemon Squeezy order ID or invoice reference;
- whether the request concerns a subscription or a top-up purchase; and
- for a generation-credit issue, the relevant video or thumbnail job ID and a brief description of what failed.
We may ask for additional information to verify account ownership or locate a transaction. Do not email full card numbers or card security codes.
6. Processing time
Eligible refunds are reviewed and processed within 5-7 business days after we have the required order and account details. After ClipSyncro or Lemon Squeezy processes an approved refund, your bank or payment provider may take additional time to display the returned funds.
7. Chargebacks and abuse
If you believe a payment is incorrect, contact support@clipsyncro.com first so we can investigate and apply this Policy. Filing an abusive or fraudulent chargeback, attempting to consume credits after disputing payment, or repeatedly misusing refunds may result in credit reversal, a frozen balance, or account suspension under the Terms & Conditions.
8. Contact
Refund requests and billing questions: support@clipsyncro.com. ClipSyncro is operated by Arowolo Uthman.