Refund Policy

How to request a refund

Use support@motivra.io to send your order number, the email on your account, and the reason for your request. Include any relevant task IDs for a technical problem. Keep full card numbers and passwords private. Yufeng Zhou reviews requests manually and replies within 2 business days through the contact channel used for the request. Approved refunds for purchases made through Waffo are returned through Waffo to the original payment method.

For purchases made through standard Stripe Checkout, contact Motivra to request a refund. Approved refunds are processed through Stripe to the original payment method and include any applicable refundable tax.

For purchases made through Stripe Managed Payments, you may also request transaction support or a refund through Link support. Stripe issues approved refunds to the original payment method. Applicable tax is refunded by Stripe as part of the refund.

Credit packs and subscriptions

You may request a full refund within 14 days of a credit pack purchase if every credit from that purchase is unused. A partially used pack generally does not qualify for a proportional cash refund. We review exceptions for payment errors, service failures and rights under applicable law.

You may request a full refund within 14 days of a monthly or annual subscription payment if you have used none of the benefits associated with that payment, including its credits. Other requests are reviewed under this policy and applicable law. If an exception warrants a partial refund, we determine the amount manually. Unused credits do not have a cash value. A successful refund removes the affected order's unused credits and ends any remaining subscription benefits tied to the refunded payment.

Canceling automatic renewal

Turn off automatic renewal on the Billing page. Cancellation ends the subscription when the current paid term expires. Annual credits continue to arrive each month through the paid annual term. Submit a separate request for a refund.

Generation credits and technical problems

A confirmed failed video task releases the reserved credits back to their original grants with the original expiry dates. A task with an uncertain outcome retains its reservation while we review it. Successfully delivered tasks generally do not qualify for a credit return. We may offer manual credit compensation for a clear technical quality failure. Include the task ID when you contact support or open a support ticket.

Consumer rights

This policy preserves all mandatory consumer rights under applicable law, including any statutory cancellation or refund rights. See the Terms of Service for the related purchase and subscription rules.