Melo.Video charges per exported video, with no subscription — so a refund is only ever about a single export. This policy explains when you can get one and how. It applies alongside our Terms of Service. The Service is operated by Andrei Gudima; payments are processed by Paddle as merchant of record.
1. The short version
- You can preview your entire video, with every template and setting, for free before you pay. Buy an export only when the preview looks right.
- If an export fails, or the file you receive is defective or does not match the preview, we fix it or refund it.
- If the export succeeded and the video is what the preview showed, the purchase is final.
2. When you are entitled to a refund
We refund an export in full when:
- the export failed and could not be completed — we normally re-run it first; if it still fails, we refund;
- the file is defective: it does not open, is truncated, has no audio, or visibly differs from the live preview in a way caused by our rendering;
- the download was never made available within the 14-day retention window because of a fault on our side;
- you were charged more than once for the same export.
If you prefer a re-render over a refund in any of these cases, tell us and we will do that instead.
3. When we do not refund
- The export completed and the video matches the preview, and you changed your mind, chose the wrong quality or aspect ratio, or no longer need it. The preview exists precisely so that you can check all of this before paying.
- The video was not downloaded within the 14-day retention window and has since been deleted. The retention period is shown next to every download link; please download promptly.
- The problem is in the material you uploaded (a damaged or silent audio file, a low-resolution image, a clip that does not match the format) rather than in our rendering.
- The account was closed for breaching the Terms of Service, or the export was made with content you had no right to use.
4. EU and UK consumers: right of withdrawal
An exported video is digital content delivered immediately. Under consumer law in the European Union and the United Kingdom you normally have 14 days to withdraw from an online purchase, but this right is lost for digital content once delivery has begun with your express consent and your acknowledgement that you thereby lose the right of withdrawal. Before you pay, the export panel states exactly that next to the payment button; paying is your express consent and acknowledgement, and we record the moment with your purchase. Sections 2 and 3 apply regardless of where you live and do not limit any mandatory right you have under the law of your country.
5. How to ask for a refund
- Within 14 days of the purchase, open a support ticket from the Support page in the app (choose "I found a problem") or write to [email protected] from the email address of your account.
- Include the order reference from your receipt (you can also find it under Purchases on your account page) and, for a defective file, a short description of what is wrong. A screenshot or a few seconds of the video help.
- We answer within 5 business days. An approved refund is issued by Paddle to the original payment method; depending on your bank it appears within 5–10 business days. Paddle may also contact you directly about the refund.
6. Chargebacks
If you dispute a charge with your bank without contacting us first, we lose the chance to fix the problem and the dispute costs more than the export. Please write to us before opening a chargeback; we resolve genuine problems quickly.
7. Changes
We may update this policy; the date at the top tells you when it was last changed. The version in force when you buy an export is the one that applies to it.
8. Contact
Andrei Gudima, Moldova — postal address available on request.
Email: [email protected]