Melo.Video dey charge per exported video, no subscription — so refund na only ever about single export. Dis policy dey explain when you fit get one and how. E dey apply alongside our Terms of Service. Andrei Gudima dey run di Service; Paddle dey process payments as merchant of record.
1. Di Short Version
- You fit preview your whole video, with every template and setting, free before you pay. Buy export only when di preview correct.
- If export fail, or di file wey you receive defective or e no match di preview, we go fix am or refund am.
- If di export succeed and di video na wetin di preview show, di purchase final.
2. When You Get Right to Refund
We go refund export in full when:
- di export fail and e no fit complete — normally we go re-run am first; if e still fail, we go refund am;
- di file defective: e no dey open, e cut short, e no get audio, or e visibly different from di live preview because of our rendering;
- dem never make di download available within di 14-day retention window because of fault for our side;
- dem charge you more than once for di same export.
If you prefer re-render pass refund for any of dis cases, tell us and we go do dat instead.
3. When We No Dey Refund
- Di export complete and di video match di preview, and you change your mind, choose wrong quality or aspect ratio, or you no need am again. Na exactly for dat reason di preview dey exist — so you fit check all of dis before you pay.
- Dem no download di video within di 14-day retention window and e don already delete. Di retention period dey show beside every download link; abeg download am quick quick.
- Di problem dey inside di material wey you upload (damaged or silent audio file, low-resolution image, clip wey no match di format) no be for our rendering.
- Dem close di account because e break di Terms of Service, or dem make di export with content wey you no get right to use.
4. EU and UK Consumers: Right of Withdrawal
Exported video na digital content wey dem deliver immediately. Under consumer law for European Union and United Kingdom, normally you get 14 days to withdraw from online purchase, but dis right go lost for digital content once delivery start with your express consent and your acknowledgement say you thereby lose di right of withdrawal. Before you pay, di export panel dey state exactly dat beside di payment button; when you pay, na your express consent and acknowledgement, and we dey record dat moment together with your purchase. Section 2 and 3 dey apply no matter where you dey live and dem no dey limit any mandatory right wey you get under di law of your country.
5. How to Ask for Refund
- Within 14 days of di purchase, open support ticket from di Support page inside di app (choose "I found a problem") or write [email protected] from di email address of your account.
- Include di order reference from your receipt (you fit also find am under Purchases for your account page) and, for defective file, short description of wetin dey wrong. Screenshot or few seconds of di video go help.
- We go answer within 5 business days. Once dem approve refund, Paddle go issue am go di original payment method; depending on your bank, e go show within 5–10 business days. Paddle fit contact you directly about di refund too.
6. Chargebacks
If you dispute charge with your bank without contact us first, we go lose di chance to fix di problem and di dispute go cost pass di export. Abeg write us before you open chargeback; we dey resolve genuine problems quick.
7. Changes
We fit update dis policy; di date wey dey di top dey tell you when dem last change am. Di version wey dey force when you buy export na di one wey go apply to am.
8. Contact
Andrei Gudima, Moldova — postal address available on request.
Email: [email protected]