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Refund & Revisions Policy
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In plain words: we’ll work with you to correct the delivery. Clear defects are fixed free. Your quote defines included revisions; if it does not specify an allowance, each batch includes one consolidated round. We agree any extra work before starting. Your legal rights remain protected.
Start small
We agree a short style test and its scope in your order before regular delivery. Review it against your intake brief: vibe, examples, avoid list and dialect. Tell us what feels right and what needs adjusting, then approve the direction before we continue.
Your included revisions
Your written order states the revision allowance before work starts. If it does not specify a number, one consolidated round is included per batch. A round is one collected set of changes within the agreed brief. For every request, give a short reason, such as “captions move too fast” or “use the calmer example from my brief.” Send it through the dashboard or support@upscaleflux.com, with the reel or batch reference.
Broken? We fix it free.
Clearly broken output — glitches, the wrong moment, bad or inaccurate captions, or the wrong language — is redone free. These corrections do not use your included revision rounds or cost credits. Point to the problem so we can check and correct it.
Taste needs feedback
Creative work is subjective, and creative results can vary even with human review. We cannot guarantee that every choice matches your taste. A taste-only rejection gets a feedback-based redo within the included revision rounds, not a cash refund. Explain what missed the mark using your brief or an example; a new direction is handled as a scope change. We remember feedback per client to improve later batches.
A bigger change costs credits
A new creative direction, new source material, extra reels, or rounds beyond those included cost credits. We explain the extra scope and credits and get your agreement before starting. Additional work is quoted before it starts; nothing extra is charged without your agreement.
When money is returned
Taste alone is not a reason for a cash refund. If we cannot deliver the agreed service or cannot resolve a clear defect, contact us to arrange a refund for the affected undelivered or unusable work. Report duplicate or incorrect charges too. We review the order and confirm the amount and remedy in writing. The payment method and receiving institution affect processing times; we give an estimate when the refund is confirmed. Rights to a refund required by law still apply.
Cancel future renewals
Contact support@upscaleflux.com before your next renewal to cancel future periods. Renewal is manual unless you expressly opted into automatic renewal. We confirm cancellation; your current paid period continues unless you ask us to stop. Completed work and unused credits are not automatically refunded when you cancel. Any non-delivery, unresolved defect or mandatory refund right is handled as described above.
Allow time for a good redo
Delivery and revision dates are estimates. We confirm the next step after reviewing your feedback and tell you if timing changes. Review designed images before posting; there may be imperfect details. Video is edited from footage you supply. The Terms of Service cover ownership, music licenses, privacy and the other service terms.
How to request help
Email support@upscaleflux.com from your account email with your order or payment reference, the affected delivery and the problem. Do not send card details or identity documents. We aim to acknowledge within 3 business days and review the request or explain the next step within 10 business days. We confirm any refund amount and method in writing; do not pay again while a payment is under review.
Correction: a technical defect or inaccurate caption — free.
Included revision: feedback within the agreed direction — per your quote.
New scope: a new direction or additional material — separately quoted first.