Refunds

Refunds & cancellation

The short version: your first subscription payment is refundable for 14 days, you can cancel yourself at any time and keep the period you've paid for, and after that first window fees are not refunded once they've been processed. The detail is below, and the binding version is Terms §9.

Cancelling

You can cancel a subscription yourself at any time. Cancelling stops the next charge — it doesn't end the period you're currently in. You keep full access until that period runs out, and then the account drops to the free tier rather than being closed.

Cancel from Account → Subscription → Manage or cancel subscription inside the app, which opens Creem's billing portal — the same place you update your card and download invoices. You don't need to email anyone to cancel, and we don't ask for a reason.

Switching plans

Moving to a larger plan (or from monthly to annual) applies straight away: the prorated difference is charged at once and the bigger allowance is yours immediately. Moving to a smaller plan (or from annual to monthly) waits for the end of the period you've already paid for, so you never lose allowance you paid for. Switch from the plan page.

The 14-day guarantee on your first payment

Your first subscription payment is refundable in full for 14 days. If the tool isn't for you, ask and we'll return it — you don't have to justify the request, and it doesn't matter how much of the plan you used in those two weeks.

This applies once, to the first payment on an account. It isn't a rolling 14-day window on every renewal.

What isn't refundable

After that first window, fees are non-refundable once processed. That includes:

• Renewals — whether or not you used the allowance in the period they paid for. Cancelling ends the recurrence; it doesn't refund the period you are in.
• Top-ups (once offered) — spent or unused, including a balance that expires at the end of the period (see below).
• Output you didn't like. A subscription pays for use of the service — transcribing footage, generating cuts, exporting them — and not for a particular result. We don't refund on the basis that a cut wasn't good, wasn't what you had in mind, or wasn't as good as a human editor's. That's stated plainly in Terms §6 and §13, and it's the reason the free tier exists — try the thing before you pay for it.

None of this takes away rights you have under consumer law where you live. If mandatory consumer rules in your country give you a refund right that's wider than this page, those rules apply.

How top-ups expire

Top-ups aren't on sale yet. When they are, this is how they work.

A top-up is a one-time purchase that adds to your allowance for the rest of the billing period you buy it in, or seven days from purchase, whichever is longer. An unused balance expires at that point and doesn't carry into the next period.

It's deliberately a release valve for one uneven month rather than a bankable balance, and the seven-day floor is there because running out tends to happen near the end of a period — without it, a top-up bought on the last day would be worth almost nothing. This is disclosed here, on the plan page and in Terms §9, so you know before you buy rather than after.

Footage you've already imported

Importing footage spends media hours once. Re-cutting that same footage is then free for three months from the point its transcript is ready, and no longer than the subscription you imported it under. Inside that window you can build as many sequences from one import as you like at no extra cost.

After it, the extracted audio and the transcript may be deleted, and importing the same file again is charged again — because it's a real transcription run again. Sequences are kept at least as long as the footage they were built from and aren't guaranteed after that. Export anything you want to keep: the exported EDL or XML is the durable artifact, and FirstCut is not an archive.

How to ask for a refund

Email support@firstcut.video from the address on the account and say you want a refund. You don't need to explain why. Support is one inbox read by the person who wrote the code, so most mail gets a reply within a couple of working days.

Refunds are returned to the original payment method, through the merchant of record that processed the payment — which is also the name you'll see on your card statement: Creem (Armitage Labs OÜ), as Terms §9 sets out.

This page summarises Terms §9 in plain language. Where the two differ, the Terms are what applies.