This Refund Policy explains what happens to your credits when a video fails, and how refunds for credit packs work.
1. Overview
StarTurn sells credits in credit packs. Each pack is a one-time purchase, priced in US dollars. Lemon Squeezy is the merchant of record: it processes your payment, adds sales tax at checkout where it applies, and handles invoices. Any refund of money is paid through Lemon Squeezy.
2. Failed videos
When you start a video, we set its credits aside. If the video can’t be made, the credits go back to your balance automatically, and you don’t need to ask. This covers a video that:
- Fails while it’s being made
- Is turned down by the AI model’s safety filter
- Takes too long and is stopped
- Can’t be saved
Returned credits appear in the credit history on your account page.
If a finished video didn’t come out right because of a technical problem, write to us at hello@starturn.app and tell us which video it is. We review each case and can return the video’s credits.
Credits aren’t returned when a finished video is deleted, whether you delete it yourself or it reaches the end of its 30 days.
3. Unused credits
Credits never expire.
You can get a full refund for a credit pack within 14 days of buying it if you haven’t used any of its credits. To ask for one, follow section 5. A pack that has been partly used can’t be refunded.
We don’t refund credits in an account that we suspend or close for breaking our Terms of Service or Content Policy.
4. Payment problems
If you paid but the credits didn’t appear in your balance, write to us at hello@starturn.app with your order number, and we will look into it.
When a purchase is refunded, in full or in part, the credits from that pack that are still in your balance are removed.
5. How to request a refund
Email us at hello@starturn.app with:
- The email address you log in with
- The order number from your receipt
- What happened
We decide each request under this policy and may ask you for more details. Approved refunds are paid through Lemon Squeezy to the payment method you used.
6. Contact
For refund and billing questions, write to us at hello@starturn.app.