Refund Policy

1. Scope

This policy applies to one-time Motiona credit-pack purchases. Creem acts as Merchant of Record for applicable transactions, and refunds may be reviewed and processed jointly by Motiona and Creem. This policy does not limit mandatory consumer rights.

2. Request window

For an accidental purchase, duplicate charge, or material service problem, contact support@motiona.cc within 14 days of purchase with your account email, order number, and reason for the request.

3. Unused and used credits

• A completely unused credit pack is generally eligible for a refund, subject to fraud and transaction checks.
• Credits already used for generation are generally non-refundable because third-party model costs have been incurred.
• When a system or model submission fails before delivery, Motiona generally returns the related in-app credits automatically; this is not a cash refund.

4. Non-refundable situations

• Suspension, blocked requests, or content removal caused by violations of the Terms or Acceptable Use Policy.
• Subjective dissatisfaction where generation completed according to submitted settings and no verifiable system failure occurred.
• Fraud, chargeback abuse, account sharing, or attempts to obtain both credits and a refund.

5. Process and timing

We normally respond within three business days. Approved refunds return to the original payment method; posting time depends on Creem, payment networks, and your issuer. Related unused credits may be removed from the account after a refund.

6. Chargebacks

Please contact us before filing a chargeback so we can resolve the issue. Fraudulent chargebacks may result in account and credit restrictions, and we may provide order and usage records to the payment provider.