1. Overview
FragCut is a subscription service operated by Arclume Al. Inc that processes video you upload or import and returns short clips. This page explains when you can get your money back, how to ask for it, and how long it takes. If anything here is unclear, email us at support@fragcut.io and we will answer in plain language.
2. 14-Day Refund Window
You can request a full refund within 14 days of any payment — first subscriptions and renewals alike. No reason is required, and no conditions are attached.
- Applies to every charge, including renewal payments.
- Using the service during that period does not affect this right.
- We will not ask you to justify the request.
3. If We Fail to Deliver
This applies at any time, even beyond the 14-day window. If our service fails to deliver the clips you paid for, you are entitled to a refund.
You are entitled to a full refund of the affected billing period if:
- Your video failed to process and we could not recover it.
- Processing did not complete within a reasonable time and you no longer want the output.
- The clips we returned were unusable due to a fault on our side.
In these cases, contact us before disputing the charge with your bank. We would rather fix it or refund you directly, and it is faster for you than a card dispute.
4. Canceling Your Subscription
You can cancel at any time from your account settings. You will not be billed again; your plan stays active until the end of the current billing period, and your existing clips remain available under our normal retention schedule.
- We do not charge a cancellation fee.
- If your latest charge is within the 14-day window, you can request a refund for it as well (see Section 2).
- You keep access to everything you already generated until it expires normally.
5. How to Request a Refund
Email support@fragcut.io from the address on your account and include:
- Your account email
- Approximate date of the charge
If your purchase was processed by our payment partner Paddle, you can also request the refund directly from Paddle using the link in your order confirmation email — whichever is easier for you.
Response time: we reply within 2 business days. Approved refunds are issued immediately and typically appear on your statement within 5–10 business days, depending on your bank.
6. A Note on Chargebacks
If something went wrong, please contact us first. We resolve most refund requests within two business days, which is considerably faster than a bank dispute — and within 14 days of a charge, a refund from us is guaranteed anyway.
7. Contact
Questions about this policy? Email support@fragcut.io. This policy sits alongside our Terms of Service and Privacy Policy.