Refund & Cancellation Policy

We want you to be able to try Chitrio with confidence. This policy explains cancellations, refunds and how credits behave.

1. Free trial first

Every new workspace starts with free trial credits - enough to generate and render real videos before paying anything (without a card, at up to 720p with standard voices and a small watermark - see the Terms). We encourage you to use the trial to confirm Chitrio fits your needs.

Where a trial asks for a card or UPI AutoPay mandate, nothing is charged until the date shown when you start it. Cancel before that date and you are never charged. If the first charge goes through because you forgot to cancel and you have not used any credits since it, email [email protected] within 7 days of the charge for a full refund.

2. Cancelling a subscription

You can cancel at any time (in the app, or by emailing [email protected]). Cancellation stops future renewals; your plan and remaining credits stay usable until the end of the period you already paid for. We do not charge cancellation fees.

3. Refunds

First purchase: if Chitrio hasn't worked for you, contact us within 7 days of your first subscription payment and - provided the workspace hasn't consumed the majority of the plan's monthly credits - we will refund that payment in full to the original payment method. Renewals: renewal payments are refundable within 7 days of the charge if no credits from the new period have been used. Duplicate or erroneous charges are always refunded in full.

4. Failed renders and service faults

If a render fails because of a fault on our side, the credits it consumed are refunded to your balance automatically - this is built into the product. For prolonged outages that materially prevent you using a paid period, contact us and we will extend your period or credit you fairly.

5. Stopping a render

You can stop a render while it is being made. Before you confirm, the app shows exactly how many credits will come back, and that is the amount you get.

• Stopped before any work started (still waiting in the queue, or no scene made yet): every credit comes back.
• Stopped after work started: the unused part comes back. The render's base charge is split evenly across its scenes, and you keep paying only for the scenes already made; each motion or presenter clip already made is kept, and each clip not made yet comes back. Example: a 10-scene video stopped after 6 scenes are made returns the base charge for the other 4 scenes, plus every clip not made yet.
• Always a full refund when the render is your workspace's first video, or when your workspace is on the free trial and has not paid yet.
• Almost finished: once the video itself is made (95% and above), it can no longer be stopped. It completes and is delivered to you as normal.

The scenes and clips already made are saved in your workspace. If you render the same project again within 60 days, they are reused, and the credits you kept paying for them come back on that render, so the same work is never charged twice.

6. What is not refundable

Credits already spent on delivered AI generation (scripts, voices, images, motion, avatar clips) - these incur real third-party costs the moment they run. Top-up credit purchases once more than 20% consumed. Charges older than the windows above, except where consumer law says otherwise.

7. How refunds are processed

Approved refunds are issued to the original payment method via our payment provider (Razorpay/Stripe) within 5 to 10 business days, depending on your bank. To request one, email [email protected] from your account email with the payment reference.

8. Consumer rights

Nothing in this policy limits rights you have under applicable consumer protection law, including the Consumer Protection Act, 2019 (India).