Refund Policy

1. Who sells you the plan

Our order process is conducted by our payment provider, acting as Merchant of Record for all our orders. It takes your payment and makes your refund; you can ask us about either, and about anything else, at hello@auk.video.

2. 14 days to get back what you have not used

Within 14 days of your first payment for a plan, or of a yearly renewal, you can ask for a refund of that payment. You get back the share of it that matches the credits it bought and you have not used:

refund = amount paid × credits not used ÷ credits the payment gave you

Credits used means the credits you spent after the payment, minus any credits you already had before it, and never less than zero: trial credits and credits left from an earlier payment are counted as spent first. For example, if you pay $29 for 300 credits and then use 90, you get 210 ÷ 300 of $29 back, which is $20.30. If you have not processed any video since paying, you get the whole payment back. The credits from that payment that you have not used are removed from your balance when the refund is made.

Email hello@auk.video and we will arrange it with our payment provider, or use the link in the receipt it emailed you. Tell us the email on your account; we work out the amount from your credit history, which you can see in Settings.

3. Monthly renewals

Plans renew automatically until you cancel. You can cancel at any time in the billing portal, and cancelling stops the next renewal; you keep your plan until the end of the period you paid for, and the credits you have left stay on your account after it. A monthly renewal that has already been charged is not refunded, unless the law where you live requires it, or the renewal followed a price change you refused under section 8 of our Terms of Service. Yearly renewals are covered by section 2.

4. Failed processing

If a video fails to process through our fault, the credits it used go back to your balance automatically. You do not need to ask.

5. Refunds are for customers, not for free processing

The first-payment refund is available once per customer. We, and our payment provider under its own refund policy, may refuse a refund where there is evidence of fraud or refund abuse, for example opening new accounts to repeat it. If you dispute a payment with your bank instead of asking us, the credits that payment gave you are removed from your balance as soon as the dispute is opened. None of this limits section 6.

6. Your legal rights come first

If the law where you live gives you a right to cancel or a refund that is more generous than this policy, that right applies instead. Consumers in the European Union and the United Kingdom have a 14-day right of withdrawal; because Auk starts working as soon as you pay, at your request, withdrawing gives back what you paid minus a share for the service already provided, which section 2 already does. Consumers in Quebec keep the cancellation and refund rights the Consumer Protection Act gives them. Consumers in Brazil may withdraw within 7 days and get everything back, as set out below.

Brazil: 7 days to withdraw, with everything back

If you are a consumer in Brazil, you may withdraw within 7 days of subscribing to a plan (Consumer Defence Code, art. 49). Everything you paid is refunded at once and in full, with no deduction for the credits you used, adjusted for inflation where the law requires it.

To withdraw, use the same channel you bought through: the link in the receipt our payment provider, the reseller that took your payment, emailed you. You can also write to hello@auk.video or use Contact us in the app. We confirm receipt of your withdrawal at once, have our payment provider refund the payment and tell your card issuer, so the charge is cancelled or reversed, and end the plan. The credits that payment gave you are removed from your balance when the refund is made.

7. How refunds are paid

Refunds go back to the original payment method. Our payment provider normally processes an approved refund within 14 days; your bank may take a few more days to show it.

8. Language

This policy is available in French, English and Brazilian Portuguese. If you are in Quebec, the French version was provided to you first; if you chose the English version, you did so expressly.

Hoglet Labs Inc., 6-2160 Highway 7, Suite 620, Vaughan, Ontario L4K 1W6, Canada - Greater Toronto Area. Email: hello@auk.video.