Refund Policy

What you can request a refund for

Requests are reviewed case by case, and the rules differ by purchase type:

• Subscriptions (Plus and Pro, once subscriptions are available): you can request a full refund within 14 days of a subscription charge if you have used little of the current billing period’s credit allowance. When a period has been substantially used, we review the request against the rules below.
• Processing that never completed: if video processing fails and keeps failing after retries, you can request a refund covering the credits charged for that video.
• Duplicate charges: if the same purchase was charged more than once, we refund the extra charge once confirmed.
• Service not delivered: if a payment succeeded but the subscription or credit allowance was never applied to your account, we refund the charge once confirmed.

How to request a refund

Email support@modouedu.com with the order number from your receipt, or the email address on your account, and a short description of the problem. We usually reply within 3–5 business days. If a refund is approved, we process it as described below.

How refunds are processed

Purchases are processed through Creem, and Creem acts as merchant of record for the transaction. Approved refunds are issued through Creem back to the original payment method. The time for the money to appear on your statement depends on your bank or card issuer and is outside our control.

Subscriptions and cancellation

Active subscribers can manage or cancel their subscription through the hosted billing portal at any time. Cancelling stops future renewals; the current billing period remains active until it ends and is then handled under the rules above. Cancelling alone does not create a refund.

What is not refundable

Charges for credits that were actually consumed are not refundable, because the processing has been delivered. Specifically:

• Video processing costs 5 credits per started 10 minutes, charged after the video duration is measured; screenshots, when requested, add 8 credits once per courseware.
• Charges are idempotent per source video, so retrying a failed job does not charge again. If a failed job later succeeds on retry, the original charge covers the completed processing and is not refundable.
• Credits that remain in your balance when a subscription period ends after you have actively used the service are part of the delivered service.

Consumer rights and contact

Nothing in this policy limits consumer rights that cannot be waived under applicable law. Questions about this policy or a purchase? Email support@modouedu.com.