Refunds and cancellation, in plain terms.

Summary

The short version.

Cancelling

At any time, effective at the end of the period already paid

Unused credits on cancellation

No pro-rata refund

Trial video (no longer sold)

If you bought one: paid once, nothing renews; its credits pay for that one video and stay valid 365 days

Consumer who changes their mind

14 days, refunded less the part already used, for a plan or a trial video bought earlier

Business customer

No right of withdrawal, cancel at any time

Failed or refused render

Credits put back automatically

First-render fidelity issue

Credits put back after review, when reported within 7 days

Credits used for a render

Not refunded, even if you do not like the result

Charged in error

Refunded in full

Where a refund is paid

To the card or payment method you used

Subscription

Cancelling a subscription.

Every plan is billed monthly or yearly, with no commitment. You can cancel at any time. The cancellation takes effect at the end of the period you have already paid for: until then your plan stays active and your credits stay usable.

Cancelling stops the next payment. It does not refund the current month, and credits left unused at the end of the period are not refunded pro rata.

On yearly billing, cancelling stops the next yearly renewal. Your plan and its monthly credits run until the end of the year already paid, and that year is not refunded pro rata, except under the fourteen-day right below. Yearly billing, in the terms.

One-off purchase

The trial video is paid once.

If you bought the Trial video, you paid for it once, and it could be bought only once per account: there is no subscription to cancel, nothing renews and nothing is charged afterwards. It pays for one video in Very good quality (720p), 10 seconds long; the credits it gives can only be used for that video and stay valid 365 days from the purchase. If that render fails on our side, or is cancelled before filming, its credits come back and the video can be made again. The fourteen-day right below applies to it exactly as it does to a plan.

Consumers

Fourteen days to change your mind.

If you subscribe, or make a one-off purchase, as a consumer, that is, not for the purposes of a business, you have fourteen days from your subscription or your purchase to withdraw, under Articles L221-18 and following of the French Consumer Code. You do not have to give a reason.

Because Numeri starts working the moment you subscribe, you confirm at checkout that you want the service to start right away. Once you have launched a render, the right of withdrawal no longer covers the part already performed (Article L221-25). If you withdraw within the fourteen days, we refund what you paid, less an amount in proportion to what you have already used, and we do so within fourteen days of receiving your request.

If you subscribe or buy as a business, this right does not apply: the Consumer Code protects consumers, not companies. You can still cancel a plan at any time, as described above.

Tries

A video can take a few tries.

Numeri films your product with generative AI, and no AI is perfect. The same photo can give a different video from one render to the next, and the first render is not always the one you keep. Sometimes it takes several tries: another quality level, another photo of the product (sharper, better lit, taken from another angle), or another style.

Every try is a new render, and every render uses its credits the moment it starts. Credits used for a render are not refunded, in money or in credits, even when the result is not what you wanted. Plan for a few tries when you count your credits.

Credits come back only in the cases listed just below, and credits are never paid back in money, used or not, except under the consumer's fourteen-day right described above.

Credits

When credits come back instead of money.

Some problems are ours to fix, and we fix them by putting credits back on your account so you can render again. These are credits, not a cash refund.

• A render that fails on our side, or a photograph refused by the rendering provider's moderation: the credits it used go back on your account automatically.
• Your first render is covered by our product-fidelity guarantee. If the product, logo, label or defining details are materially altered, report it within seven days of delivery. After review, we put the credits that render used back on your account. The guarantee applies once, to the first render on an account, and does not cover a change of taste or creative preference.

Errors

A charge made in error.

If you were charged twice for the same thing, or charged after your cancellation had taken effect, write to us: once we have checked it, the charge is refunded in full.

Contact

How to ask for a refund.

Write to support@numeri-video.com from the email address of your Numeri account. Tell us which payment or invoice it is about and what happened. Every request gets an answer, and the refund, when it is due, is paid back to the card or payment method you used.