Last updated: October 1, 2026
This policy explains when Buzz Innovations Ltd, the company behind Vidmoat (“we”, “us”), refunds a payment, and how to ask. It is part of our Terms of Service.
Our default is that we do not refund payments, except where the law where you live requires a refund or where we made a mistake. Anything else is at our discretion, and we would always rather hear about a problem than have you go without.
If you are a consumer, nothing in this policy takes away a right the law gives you. Where your local law gives you a right to cancel or a refund, we honour it, even if this page says otherwise. Section 9 explains the main ones.
| What you bought | Refund rule |
|---|---|
| Duplicate charges, charges after a confirmed cancellation, billing errors | Always refunded in full. |
| Monthly or yearly plans (Creator, Studio, Team, Creator Studio) | Cancel any time. Access runs to the end of the period you paid for. Part-used periods are not refunded, unless the law where you live gives you that right. |
| Lifetime plans bought on or after 1 October 2026 | Refundable within 14 days of purchase if unused: no exports and none of the starting credits spent. Not refundable once used. |
| Lifetime plans bought before 1 October 2026 | The term you bought under still applies: 14 days, provided you have not exported more than five videos. |
| Lifetime plans we stop providing | Bought on or after 1 October 2026: if we discontinue the plan within 12 months of your purchase, a pro-rata refund for the months left of those 12. |
| Credit packs and day passes | Refundable within 14 days of purchase if none of it has been used. Not refundable once any of it is used. |
| Expert handoffs (paid human editors) | Refunded if the editor does not deliver. |
| AI jobs that fail | Credits go back to your balance automatically. This is a credit refund, not cash. |
| App Store and Google Play purchases | Refunds are handled by Apple or Google under their own policies. |
| Telegram Stars purchases | Refunds, where due, are returned as Stars under Telegram’s rules. |
The table is a summary. The sections below are the detail, and section 9 (your legal rights) applies on top of all of it.
This covers Creator, Studio, Team and the Creator Studio subscription. You can cancel any time: Creator and Studio from your billing page, Team from the team’s billing page, and Creator Studio from its own billing page. Cancelling stops the next renewal. Your plan keeps working until the end of the period you have already paid for, and then moves to the free plan. Your projects are not deleted.
We do not refund the unused part of a period you have started, unless the law where you live gives you that right (see section 9) or we made a mistake (see section 7).
Moving down to the free plan from your billing page is different from cancelling: it ends the subscription straight away and adds the value of the unused time to your account as credit towards a future plan. That credit is not cash and cannot be paid out.
A free trial that turns into a paid subscription is a subscription from its first charge. Cancel before the trial ends and you are not charged.
You can have a full refund if you ask within 14 days of buying and the plan is unused: you have not exported anything, and you have not spent any of the starting credits that came with it (section 4 explains how we count that). Once a lifetime plan has been used, it is not refundable.
You keep the term you bought under: a refund if you ask within 14 days of buying, provided you have not exported more than five videos.
“Lifetime” means the lifetime of the product, as the lifetime plan terms explain. If we discontinue the lifetime plan within 12 months of a purchase made on or after 1 October 2026, whether by withdrawing the plan or by closing the service, we refund part of what you paid:
refund = price paid × months remaining of the 12 ÷ 12
Months are counted from your purchase date, and a month that has started counts as remaining. For example, a $299 plan bought on 1 November 2026 and discontinued on 15 April 2027 has 7 months remaining, so the refund is $299 × 7 ÷ 12 = $174.42. After 12 months, the plan ending does not lead to a refund. Lifetime plans bought before 1 October 2026 are covered by the lifetime plan terms they were sold under, not by this guarantee.
The same rule decides what “the unused part” of a lifetime plan is if we close your account for a reason that is not your fault (section 17 of the Terms).
A credit pack or a day pass you have not used at all can be refunded if you ask within 14 days of buying it. Once any of it has been used, it is not refundable.
Purchased credits have no cash value. When a pack is refunded, its credits come off your balance.
Your AI credits sit in one balance, so we cannot tell one credit from another. We count it in the way that is fairest to you: credits you already had are treated as spent first. A pack, or the starting credits of a lifetime plan, counts as used only once you have spent more credits since buying it than you had in your balance just before you bought it.
Credits we gave back automatically for a failed AI job (section 6) are not counted as spending.
An expert handoff pays a human editor to work on your project. You are refunded the amount you paid if the editor does not deliver:
Once work has been delivered, you can ask for the revision that is included in the price. A delivered handoff you do not respond to is accepted automatically after about 7 days. If delivered work does not match the scope you agreed and the revision does not fix it, tell us and a person will look at it.
Handoff refunds are processed by a person rather than automatically. When one is due, the handoff page says so and we are alerted; you do not need to do anything else.
When an AI job fails to deliver, the credits it took go back to your balance without you asking. These are credit refunds, not money. Which cases qualify, and the few that do not, are set out in the help article on AI runs that made no changes.
We refund in full, whatever else this policy says:
Purchases made inside the iPhone or Android app are sold by Apple or Google, and refunds are handled by them under their own policies. We cannot issue those refunds ourselves. Ask Apple at reportaproblem.apple.com, or Google through your Google Play order history.
Purchases made with Telegram Starsin our Telegram bot are paid and refunded in Stars, under Telegram’s rules for Stars. Where a refund is due under this policy, we return the Stars to the Telegram account that paid. Use /paysupport in the bot or email us.
If you buy as a consumer, you normally have 14 days from the day you buy to cancel a contract made online and get your money back. To cancel, tell us clearly within those 14 days, by email to fred@vidmoat.com. Cancelling a renewal from your billing page is not by itself a request to cancel under this right, so please email us.
Most of what we sell starts working the moment you pay, so the law lets you choose to start straight away. Before every payment on our website we ask you to tick a box saying that you want access straight away and that you understand you lose your 14-day right to cancel for a refund once you start using it. We keep a record of that confirmation. What it means depends on what you bought:
If you have not used what you bought, email us within 14 days and we will refund you in full.
Where your local law gives you a right to cancel or a refund, we honour it. Some of those rights cannot be excluded by any policy. For example, under the Australian Consumer Law, services come with consumer guarantees, and if a service has a major failure you may be entitled to a refund. If you think a law like that applies to you, tell us which and we will deal with it on that basis.
Separately from any cancellation right, if something we supplied was faulty, not as described, or not provided with reasonable care and skill, you have rights under consumer law, including in the UK under the Consumer Rights Act 2015. Section 16 of the Terms explains them.
We sometimes refund when nothing above requires it, for example when something went wrong that was nobody’s fault. That is our choice in that case. It does not create an obligation to do the same in any other case, and it does not change this policy.
If a charge looks wrong, please contact us first. Most problems are fixed the same week, and a refund from us usually reaches you sooner than a dispute through your bank. You keep every right to dispute a charge with your bank or card issuer.
While a chargeback or payment dispute is open, we may pause the paid features that the disputed payment was for. We restore them if the dispute is withdrawn or decided in our favour. If you dispute a charge for something you have already used, and the dispute is not about a mistake on our side or a right the law gives you, we may close the account. We will never do that because you disputed a charge that was in fact wrong.
Email fred@vidmoat.com from the address on your account, or open a billing ticket from the support page. Tell us the date, the amount and what it was for. A person reads every request.
When a purchase is refunded because you cancelled it or did not use it, what it gave you ends: the plan or pass stops, a lifetime plan is removed, and the credits come off your balance. A refund for a mistake on our side takes away nothing you were entitled to.
We may update this policy. A change applies to purchases made after it takes effect, not to ones you have already made, unless the change is in your favour.