Refund Policy

Payments are processed by Waffo Pancake, our merchant of record. Prices are in US dollars and include tax. Approved refunds go back to the payment method you used.

1. What we refund

• You can ask for a refund within 14 days of a payment.
• Credits you have already used are not refunded. Within those 14 days we refund the share you haven't used, and the refunded credits are removed from your account. For example, if you used 4 credits from a 10-video pack, we refund 6/10 of what you paid.
• Unlock this video ($7.90): the credit is used the moment the video unlocks, so an unlocked video is not refundable. If none of its formats could be made, the credit comes back automatically within an hour, and that payment can then be refunded.
• Pro: if you haven't used any credits in the current billing month, we refund that month in full and Pro ends right away. Once you've used a credit in a billing month, that month can't be refunded, but you can cancel so you aren't charged again.
• If you were charged twice for the same purchase, or you paid and the credits never reached your account, we refund the payment in full.
• A failed AI re-render, or one blocked by our checks, never costs a credit: the credit comes back automatically.

2. Waffo's refund rules

Waffo Pancake's buyer refund policy also applies. Waffo asks buyers to contact the seller first, which is us. In short:

• Refund requests must be made within 14 days of payment.
• Waffo may approve a refund when the product is defective or doesn't work as described, the payment was unauthorized or made in genuine error, you couldn't access the product because of a technical problem on the seller's side, or the law requires it.
• Once you begin downloading or using digital content, the 14-day cancellation period is waived. Unlocking a video, downloading a file or using a credit is using digital content. Our refund of unused credits in section 1 still applies.
• Unused subscription periods are not refundable: cancelling Pro doesn't refund the rest of the period you paid for.
• Card refunds are handled by your bank and usually arrive within 3 to 10 business days, and no later than 14 business days. A refund shows as a separate credit on your statement, not as a reversal of the original charge.
• If you disagree with a refund decision, you can appeal to Waffo at support@waffo.ai.

3. How to ask for a refund

• Email support@rumpelstiltskin-ai.com with “Refund” in the subject line and the email address you paid with.
• Or use Waffo's customer portal, also linked from your account page: sign in with the email address you paid with, find the order under Payment History, click Report Issue and describe the problem.

4. Cancelling Pro

You can cancel Pro at any time on your account page (“Cancel Pro”), in Waffo's customer portal, or by emailing us. Pro keeps working, credits included, until the end of the period you paid for, and you are not charged again.

5. Receipts and invoices

Waffo Pancake emails a receipt with the invoice after every payment. You can also view and download invoices in Waffo's customer portal; sign in there with the email address you paid with. On your bank statement the charge may show as “WAFFO” or “WAFFO PANCAKE”.

6. Chargebacks

If something is wrong with a charge, please email us before disputing it with your bank; we can usually fix it faster. If a payment is disputed, the credits left from that purchase are removed, Pro is cancelled and paid features on the account stop.

7. Contact

Questions about a payment or a refund: support@rumpelstiltskin-ai.com. See also the Terms, section 5.