Refund Policy

This policy covers all purchases made on mythreel.studio at mythreel.studio — monthly subscriptions and one-time credit top-up packs. We've aimed to keep this simple and fair for creators.

1. Monthly subscriptions

General rule — no mid-cycle refund

Once a billing cycle has started and you have active access to the Service, we do not refund the subscription fee for that cycle. You can cancel at any time from your account settings, and your subscription will remain active until the end of the period you've already paid for, with no further charges after that.

7-day cooling-off period for new subscribers

If you are subscribing to a paid plan for the first time and you request a refund within 7 calendar days of your initial payment, we will issue a full refund — provided you have used no more than 10% of your plan's monthly credit quota.

• Example: if your plan includes 100 TTS credits per month, you must have used 10 or fewer credits to qualify for the cooling-off refund.
• This window applies once per account, to the first subscription purchase only. It does not apply to renewals or plan upgrades.
• To request a cooling-off refund, email hello@mythreel.studio within 7 days of your first charge with subject line "Refund Request — New Subscriber".

2. Credit top-up packs

• One-time credit top-up purchases are non-refundable once credits have been added to your wallet.
• Credits in top-up packs expire 12 months from the purchase date. Any unused credits after that date are forfeited.
• Credits in monthly subscription plans (not top-ups) do not carry over between billing cycles.

3. Failed generations and server-side errors

If a generation fails due to a verified error on our side (server error, AI provider failure, infrastructure issue), any credits charged for that failed generation are automatically refunded to your wallet. This is handled in real time by our system — you do not need to contact us for individual generation failures.

If you notice credits deducted for a generation that failed and they have not been automatically restored within a few minutes, contact us at hello@mythreel.studio with the approximate time and generation details.

4. Extended service downtime

If the Service experiences verified downtime exceeding 24 consecutive hours that prevents you from using your paid plan, we will apply a proportional credit bonus to your account for the affected period. This is provided as a service credit, not a cash refund.

5. Chargebacks

If you have a billing concern, please contact us first at hello@mythreel.studio — we're responsive and want to fix genuine problems. Filing a payment chargeback without contacting us first is a last resort; it adds friction for both sides and delays resolution.

• Accounts with an open uncontested chargeback will be suspended pending investigation.
• If a chargeback is found to be fraudulent or filed in bad faith, the account may be permanently terminated and future access denied.

6. How to request a refund

For the situations covered above (new-subscriber cooling-off period, or an exceptional circumstance not listed here), here is how to reach us:

• Email hello@mythreel.studio
• Subject: "Refund Request — [brief reason]"
• Include: your account email address, the transaction ID from your receipt, and a brief description of the reason.
• We will respond within 5 business days.
• Approved refunds are processed back to the original payment method. Processing time varies by provider: typically 3–7 business days for card payments via Polar (USD) or PayOS (VND).

7. Contact

Credit or refund questions: hello@mythreel.studio

Note on invoices. The Service is operated by an individual, not a registered business entity. We do not issue VAT invoices (hóa đơn GTGT) or any other tax invoice. Receipts are provided by Polar (USD) and PayOS (VND) directly. If your accounting requires a formal tax invoice from a registered business entity, please consider this before purchasing.

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