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. We encourage you to use the trial to confirm Chitrio fits your needs.

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. 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.

6. How refunds are processed

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

7. Consumer rights

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