Legal
Refund Policy
1.Summary
Vidscape is a digital software service. There is nothing to ship: access to your plan and its credits is granted to your account immediately after payment. Subscriptions renew automatically until you cancel, and you can cancel at any time from your billing settings — cancelling stops all future charges.
You can request a full refund within 14 days of a charge if you have not meaningfully used the credits from that billing period (see section 3). Refunds go back to your original payment method. Nothing here limits mandatory consumer rights you may have under the law of your own country.
2.Who you are buying from
Vidscape is operated by Adaptiwe Technology DOO Niš. All payments for the Service are processed by our merchant of record, Polar Software, Inc. ("Polar"). Polar acts as the authorized reseller of the subscription you buy: it takes the payment, charges any applicable sales tax or VAT, issues the invoice, and administers refunds and chargebacks on our behalf. Polar may therefore appear on your card or bank statement instead of, or alongside, our name.
Because Polar is the merchant of record, its buyer terms also apply to your transaction, and refunds are issued by Polar once approved. Polar additionally reserves the right to issue a refund at its own discretion — typically within 60 days of purchase — in order to resolve or prevent a payment dispute or chargeback, even where this policy would not otherwise require one.
3.When you are entitled to a refund
14-day refund on unused subscriptions. We will refund a subscription charge in full if you ask within 14 days of that charge and you have used no more than 10% of the credits included in the billing period being refunded. This applies to your first payment and to each renewal.
Renewals you did not intend. If a subscription renewed and you had not used the new period's credits, tell us within 14 days of the renewal charge and we will cancel the subscription and refund that renewal in full.
Service failure. If the Service is materially broken or unavailable, or a generation you paid credits for fails through a fault on our side, we will restore the credits or refund the affected portion of your payment — whichever you prefer — regardless of the 14-day window.
Duplicate or accidental charges are always refunded in full. Contact us and we will sort it out.
4.What is not refundable
So that expectations are clear before you buy, the following are normally not refunded:
- Credits you have already spent. Each generation consumes AI compute at the moment you run it, and that cost cannot be recovered. Credits consumed on completed generations are not refundable — including where you simply do not like the creative result. (If a generation failed or produced nothing usable because of a fault on our side, that is a service failure under section 3 and we will make it right.)
- Billing periods already elapsed. When you cancel, the fee for the period you are currently in is not pro-rated back to you; your plan simply stays active until that period ends.
- Requests made more than 14 days after the charge, other than at our discretion or where your statutory rights say otherwise.
- Accounts terminated for breach of our Terms of Service or Acceptable Use Policy — for example for fraud, abuse of the free tier, or using the Service to generate prohibited content.
5.EU / UK right of withdrawal (digital content)
If you are a consumer in the European Union, the United Kingdom or another jurisdiction with an equivalent rule, you normally have 14 days to withdraw from a distance contract without giving a reason.
Vidscape is digital content and a digital service that is supplied immediately: as soon as your payment succeeds, your plan and its credits are available in your account. At checkout you therefore expressly request immediate performance and acknowledge that you lose your right of withdrawal once the service has been fully performed — in practice, to the extent you have consumed credits from that billing period.
In plain terms: if you have not meaningfully used the period's credits, you can withdraw within 14 days and get your money back — which is exactly what section 3 gives you. This policy does not limit any mandatory statutory or consumer-protection right you have under the law of your country.
6.How to request a refund
You can request a refund in either of these ways:
- Email us at support@vidscape.ai from (or quoting) the email address on your account, with your order or invoice number if you have it. We reply to every billing enquiry within 48 hours; or
- Use Polar's customer portal at polar.sh/vidscape/portal — sign in with the email you used at checkout to view your orders, receipts and subscriptions. You can also write to Polar directly at support@polar.sh.
Once a refund is approved it is issued by Polar to your original payment method and typically appears within 5–10 business days, depending on your bank or card issuer. Any sales tax or VAT charged is refunded proportionally with it.
7.Cancelling your subscription
Paid plans renew automatically at the end of each billing period at the then-current price, and charges recur until you cancel. You can cancel at any time — no email required, no retention hoops — from Billing in your account settings, or through Polar's customer portal.
Cancelling takes effect at the end of the current billing period: your plan and any remaining credits stay usable until then, and no further charge is taken. Cancelling on its own does not issue a refund for amounts already paid — if you also want a refund, ask under section 3 and we will handle both together.
8.Problems, disputes and chargebacks
If something has gone wrong with a payment, please contact us first at support@vidscape.ai. Almost every billing problem — a duplicate charge, a renewal you missed, a failed generation — is faster to fix directly than through your bank, and we answer within 48 hours.
You always keep the right to dispute a charge with your card issuer, and nothing in this policy restricts that. We only ask for the chance to put it right first.
9.Contact
Questions about refunds, cancellation or billing? Email support@vidscape.ai — we reply within 48 hours. Postal address: Adaptiwe Technology DOO Niš, Stanoja Glavaša 90, 18000 Niš, Serbia.