Refund and Cancellation Policy

Talk to us first

If something has gone wrong, write to support@rhyldealretail.com or telephone +44 7890 976995 (Monday to Friday, 09:00–17:00 GMT) and tell us what happened. We answer within one business day and usually the same day. Most problems are resolved faster this way than through any other route, and a refund from us reaches you sooner than a claim made through your bank.

Cancelling a subscription

Sign in, open Billing, and select Cancel subscription. That is two clicks. There is nothing to email, nobody to telephone, no form, no survey and no retention offer in the way.

• The exact date your access ends is shown before you confirm.
• You keep every feature of your plan until the end of the period you have already paid for.
• We email a confirmation within one business day.
• No further payment is taken after you cancel.
• Nothing is deleted. The account returns to Free and your saved shop profiles and camera presets stay where they are.

Cancelling part-way through a period does not produce a pro-rata refund of that period, because you keep full access to everything for the rest of it. If you would rather have access removed immediately, tell us and we will do that instead.

When we refund a payment in full

We refund the whole payment, without argument, in each of these cases:

• You were charged after you cancelled.
• You were charged twice for the same period.
• You were charged an amount other than the one shown to you at checkout.
• Somebody used your card or account without your authority.
• We closed your account for a reason that was not your fault, in which case we refund the unused part of the period.
• We removed something significant from a plan you were paying for and you chose to cancel because of it.
• You subscribed by mistake and have not generated a clip in that period. Tell us within 14 days.

When a clip goes wrong

If a generation fails because of a fault on our side — it errors, it returns nothing, or it returns something plainly broken — we restore the credits it consumed. Credits are what produce clips, so restoring them is what actually puts you back where you were, and it is faster than a refund.

If you are dissatisfied with the result of a generation that completed normally, we will usually restore the credits as a gesture while we look into it, particularly where the output suggests the tool altered the item rather than only the camera. We take that specific complaint seriously: send us the clip and the original photograph and we will investigate it as a fault, not as a preference.

Being unhappy with a camera move you chose, or with how a clip performed on a platform, is not by itself a fault. The preview frames exist so that you can see the move before you spend a video credit on it.

Credits

Credits are an allowance for using the service. They are not money, not stored value, and not redeemable for cash. Unused credits expire at the end of the billing period they were issued in and are not refunded, exchanged or carried over. There are no credit packs to buy, so there is nothing separate to refund. If we withdraw the service entirely, we will refund the unused part of any period you have paid for.

Your legal rights

This policy sits on top of your legal rights, it does not replace them. Where the mandatory consumer law of the country you live in gives you a stronger right than anything written here — including any statutory right to cancel a distance contract — that law applies and this policy does not reduce it.

Because Stillmove is digital content supplied immediately, some jurisdictions treat a statutory cooling-off right as waived once generation begins. Where that is the case we will say so at checkout, and we will still apply the full-refund cases listed above regardless.

How a refund is made

Refunds are returned to the original payment method through our payment provider. We cannot send a refund to a different card or account. We start a refund within one business day of agreeing it; how quickly it appears is then down to your bank, and is normally between five and ten business days. If it has not arrived after ten business days, tell us and we will send you the refund reference to give to your bank.

Before you contact your bank

If you do not recognise a charge, please ask us before raising a chargeback. We can usually identify it the same day, and if it is our error we will refund it immediately. A chargeback takes weeks and often ends with the payment being reversed anyway — only slower.

Contact us first at support@rhyldealretail.com. If we cannot resolve it, free consumer advice is available in your country of residence. Wherever you live, the mandatory consumer-protection rules of your country of residence continue to apply to you.