The short version
- Cancel any time, in one action, in Billing. Access continues to the end of the period you paid for.
- We do not refund part of a period you have already had access to.
- An unused allowance is not refunded, because it was not a purchase — it came with the tier.
- If a generation fails, we restore what it consumed or run it again. That is automatic, not a favour.
- If failures keep happening, we refund the period.
- Charged in error, or charged twice? Tell us and we return it in full.
Cancelling a subscription
Open Billing in your account and choose to cancel. It is one action, in the same place you subscribed, and it takes effect immediately. We do not put a retention flow, a survey, a phone number or a “speak to us first” step in the way.
Cancelling stops the next renewal. You keep everything your tier includes until the end of the period you have already paid for, and no further charge is taken. After that the account moves to the Free tier and stays there until you delete it or subscribe again.
If you cannot reach the control for any reason — an account lockout, a technical fault — email support@newinnellonhotel.com and we will cancel it for you, effective from the date you wrote to us.
Part-used periods
We do not refund the unused remainder of a billing period you have already started. You had access to the whole tier for the whole period, whether or not you used it.
Two exceptions, both ours to honour rather than yours to argue for:
- If we withdraw a feature that is a material part of the tier you pay for, we refund the unused remainder of the current period.
- If you rescind the agreement because we are in material breach of it and have not put it right, we refund the unused remainder of the current period.
Unused allowance
An allowance is not a purchase. It is included with a tier, it resets at the start of each period, and it does not carry over. Because it was never bought separately, there is nothing to refund when it goes unused.
There are no top-up packs and no balance to buy on this service, so no refund terms for them exist. Credits are a unit of service usage; they are not money, not a stored balance, not redeemable and not transferable, and once consumed they are not refundable.
When a generation fails
If a still frame or a clip fails to produce — an error, a timeout, an empty result — the allowance it consumed is restored to your account automatically. You do not have to ask, and it is not discretionary.
If the restoration does not appear within an hour, email us with the account email and the approximate time, and we will put it right the same day.
When output is not what you hoped
Generation produced something you do not want to use — the movement is wrong, the light is off, the framing is not what you meant. This is not a fault; it is the nature of the tool, and it is why the product makes you approve every frame before anything moves.
In that situation we will normally re-run the generation or restore the allowance it consumed, at our discretion, rather than refund money. We do not offer unconditional refunds for output you simply did not like.
Where this keeps happening — where the service is not doing the job it is sold as doing — that is a different matter, and we refund the period. Tell us what you tried and what came back.
Charges you did not expect
We refund in full, without argument, where:
- you were charged twice for the same period;
- you were charged after cancelling;
- you were charged at a price other than the one shown at checkout;
- the charge came from someone using your account without permission, and you tell us promptly.
Your statutory rights
If you are a consumer, the Consumer Rights Act 2015 requires digital content and services to be of satisfactory quality, fit for a purpose you told us about, and as described. Where they are not, you may be entitled to a repeat performance or a price reduction. This policy sits on top of those rights and does not reduce them.
Distance selling normally gives a consumer 14 days to change their mind about digital content. Because we begin supplying immediately at your request, and you acknowledge that at checkout, that cancellation right ends once supply has begun. Your right to a remedy if something is faulty is unaffected by this.
How to ask for a refund
Email support@newinnellonhotel.com with:
- the email address on the account;
- the date of the charge, or the invoice number;
- what happened, in your own words.
You do not need to quote a clause of this policy at us. Describe the problem and we will work out which part applies.
How long it takes
We acknowledge within one business day and decide within five. An approved refund is returned to the original payment method through our payment provider, and typically appears within five to ten business days depending on your bank. We will tell you if we cannot refund and why.
Before you raise a dispute
Please write to us before raising a dispute with your card issuer. A dispute takes weeks and the outcome is decided by people who were not there; we can usually fix the problem in a day. We may suspend an account while a dispute is open, pending investigation.
Where a dispute is raised, we may provide the issuer with the order record, the timestamp on which the recurring terms were accepted, the allowance and usage history, the output delivered, and our correspondence with you.
Time limits for court action
Your statutory rights under the Consumer Rights Act 2015 are not limited to a fixed number of years. Separately, under the Prescription and Limitation (Scotland) Act 1973, a claim in the Scottish courts must generally be raised within five years. In England and Wales the equivalent period is six years.
That is the period for raising a court claim. It is not a guarantee period and it is not a cut-off after which we stop being responsible.
If you are resident in Scotland and your claim is for £5,000 or less, you may be able to use Simple Procedure in the Sheriff Court. It is designed to be used without a solicitor.
Consumer help
If you live in Scotland, free advice is available from consumeradvice.scot, funded by the Scottish Government. That service is available to Scottish residents only. Consumer Scotland is the statutory consumer body, and Trading Standards Scotland handles enforcement.
If you live outside Scotland, contact the consumer advice body in your own country. Wherever you live, the mandatory consumer-protection rules of your country of residence continue to apply to you.
The full agreement is in the Terms of Service.